Prioritizing academic library service quality indicators using fuzzy approach

Abstract

PurposeFuzzy logic provides a useful tool for dealing with decisions in which the phenomena are imprecise and vague. The purpose of this paper is to prioritize the library service quality indicators from the student's point of view at Ferdowsi University, Iran, using this method. It also aims to identify the main indicators that help users satisfaction and consequently, the best budget allocation by library managers.Design/methodology/approachThis research was performed among students of the university and questionnaires were distributed to students that used the library service at least once each month. The basis of the questionnaire was a SERVQUAL model developed for academic libraries. The characteristics/quality components with fuzzy‐TOPSIS technique were prioritized to meet the requirements of students as customers of the academic libraries. Using fuzzy set theory, customers' perceptions of service quality are generally expressed subjectively in vague linguistic terms, and this paper tries to apply a fuzzy approach to service quality in Ferdowsi university libraries.FindingsThe results show that there is no equal importance between library service quality indicators. After prioritizing indicators it was found that having the ability to find information 24 hours a day has the most importance and a secure and safe place is the least important indicator for making a high quality library.Practical implicationsThe results of this study will be helpful for planners to pay attention to some indicators that have most importance but low performance. With this result higher users can obtain satisfaction with lower efforts.Originality/valueThe concept in the paper can be useful for two reasons. The first is low budget of academic libraries. It is true that libraries are the heart of a university but there is not enough allocated budget to maintain this situation. The budget can then be allocated for the best indicators. Second is the freshness of fuzzy approach to service quality. In developing the use of this approach to academic libraries, it is hoped that the libraries can satisfy user demands and make the best strategies for improvement.