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首页> 外文期刊>The Electronic Library >Applying the DEMATEL approach to identify the focus of library service quality: A case study of a Taiwanese academic library
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Applying the DEMATEL approach to identify the focus of library service quality: A case study of a Taiwanese academic library

机译：应用DEMATEL方法确定图书馆服务质量的重点：以台湾高校图书馆为例

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Purpose - This paper aims to apply the decision-making trial and evaluation laboratory (DEMATEL) to validate the service factors of an academic library. Design/methodology/approach - First, the service criteria were extracted from the SERVQUAL model and then their values were examined in the user's mind. Second, the DEMATEL was applied to estimate the importance of the criteria and identify the causal factors. Next, an empirical study was conducted to demonstrate and validate the proposed approach. Finally, this paper offers some practical suggestions for academic libraries based on the analysis. Findings - According to the analysis' results, "Empathy" is the causal factor in the cause-effect diagram; i.e. the library should pay more attentions to "Empathy" rather than "Reliability", "Responsiveness" and "Assurance" factors. Originality/value - DEMATEL is a useful tool to identify the prominence and relationship of service factors; the evaluation is easy to apply and has not been used before in the discussion of library service. This paper provides an alternative for libraries to sort out the priorities of service improvement The correspondence improvement can be addressed based on the causal analysis to make notable enhancement in service quality.
机译：目的-本文旨在应用决策试验和评估实验室（DEMATEL）来验证大学图书馆的服务因素。设计/方法/方法-首先，从SERVQUAL模型中提取服务标准，然后在用户的脑海中检查它们的值。其次，应用DEMATEL评估标准的重要性并确定因果关系。接下来，进行了一项实证研究，以证明和验证所提出的方法。最后，本文在分析的基础上为高校图书馆提供了一些实用的建议。结果-根据分析结果，“ Empathy”是因果图中的因果关系；即，图书馆应该更多地关注“ Empathy”而不是“ Reliability”，“ Responsiveness”和“ Assurance”因素。原创性/价值-DEMATEL是识别服务因素的重要性和相互关系的有用工具；该评估易于应用，在图书馆服务的讨论中从未使用过。本文为图书馆整理服务改进的优先顺序提供了一种选择。可以基于因果分析解决对应改进，以显着提高服务质量。

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