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首页> 外文期刊>Performance measurement and metrics: The international journal for library and information services >Measuring academic libraries service quality in fuzzyenvironment
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Measuring academic libraries service quality in fuzzyenvironment

机译：评估模糊环境下高校图书馆的服务质量

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Purpose - The purpose of this paper is to present the perception of service quality. The measurementof service quality has grown significantly in importance over recent years. However, since customers'perceptions of service quality are expressed subjectively in vague linguistic terms therefore, a fuzzyapproach to service quality of an academic library is applied and the gap between the student'sexpectations and perceptions analyzed. Design/methodology/approach - The LibQUAL method is applied to identify the gap betweencustomer expectation and perceptions of the actual service received. The linguistic procedure isdeveloped considering four dimensions of LibQUAL. The quality analyses are based on thenon-parametric rank-based statistics (Wilcoxon's two-sample rank sum statistic) and extended tofuzzy data which consequently reinforces results in comparison with crisp data. Findings - It is found that there is no gap between the students' expectations and perceptions inthree dimensions of "affect of service", "library as a place", and "personal control". But, from thestudents' point of view, regarding the "access to information" dimension, there is a significantdifference between the students' expectations and perceptions. Research limitations/implications - The instrument that is administered is a paperquestionnaire version based on the 2002 model of LibQUAL. Practical implications - It is felt that application of this fuzzy procedure has implications onpossible constraints on the statistics of interest, as well as on the p-value of any associated significancetests. Originality/value - This paper is possibly the first to demonstrate the application of fuzzy logic tothe LibQUAL model. This fuzzy procedure persuades possibility constraints on the statistic of interest,as well as on the p-value of an associated significance test. This fuzzy procedure persuades possibilityconstraints on the statistic of interest, as well as on the p-value of an associated significance test.
机译：目的-本文的目的是介绍对服务质量的看法。近年来，服务质量的衡量已变得越来越重要。但是，由于客户对服务质量的看法是用模糊的语言来主观表达的，因此对大学图书馆的服务质量进行了模糊处理，并对学生的期望和看法之间的差距进行了分析。设计/方法/方法-LibQUAL方法用于识别客户期望和实际收到的服务的感知之间的差距。考虑到LibQUAL的四个维度，开发了语言程序。质量分析基于非参数的基于秩的统计（Wilcoxon的两个样本的秩和统计）和扩展的模糊数据，因此与清晰数据相比，结果更加可靠。调查结果-发现在“服务影响”，“图书馆作为场所”和“个人控制”三个维度上，学生的期望和看法之间没有差距。但是，从学生的角度来看，在“信息获取”维度上，学生的期望和看法之间存在显着差异。研究局限/含意-所管理的工具是基于2002年LibQUAL模型的纸质问卷。实际意义-认为应用此模糊过程可能会对感兴趣的统计数据以及任何相关显着性检验的p值产生约束。原创性/价值-本文可能是第一个论证模糊逻辑在LibQUAL模型中的应用。这种模糊的过程说服了对可能性统计以及相关显着性检验的p值的可能性约束。这种模糊的过程说服了可能的兴趣统计，以及相关的显着性检验的p值。

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