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Research on Factors Affecting University Mobile Library Service Quality ——Based on ANP-Fuzzy Comprehensive Evaluation Method
Received date: 2015-10-08
Revised date: 2015-10-20
Online published: 2015-11-05
[Purpose/significance]This paper establishes a mobile library service quality evaluation model for the current service quality evaluation in mobile libraries in China, and guides mobile libraries to provide targeted, high-quality information services. [Method/process]Based on literature reviews and experts interviews, and taking the characteristics of university mobile library services into account, the paper designed the hierarchical structure of factors affecting university mobile library service quality, which consisted of four primary factors and thirteen secondary factors. We used analytic network process (ANP) to determine the relative importance weights of these hierarchical factors. Then an empirical study was conducted through questionnaires by hierarchical fuzzy comprehensive evaluation on university mobile library service quality. [Result/conclusion]It turns out that information quality is the most important factor, usefulness and richness are most critical sub factors. And the application of ANP and fuzzy comprehensive evaluation could effectively establish the service quality evaluation modeland determine weights of university mobile libraries. It also provides advice to the service providers so that they can improve the university mobile library service quality.
Xu Qiang , Li Haiying , Li En'ke , Wang Bangjin , Guo Lujie . Research on Factors Affecting University Mobile Library Service Quality ——Based on ANP-Fuzzy Comprehensive Evaluation Method[J]. Library and Information Service, 2015 , 59(21) : 68 -75 . DOI: 10.13266/j.issn.0252-3116.2015.21.011
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