A Fuzzy Linguistic Extended LibQUAL+ Model to Assess Service Quality in Academic Libraries

F. J. Cabrerizo (), J. López-Gijón (), M. A. Martínez (), J. A. Morente-Molinera () and E. Herrera-Viedma
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F. J. Cabrerizo: Department of Software Engineering and Computer Systems, Universidad Nacional de Educación a Distancia (UNED), Madrid 28040, Spain
J. López-Gijón: Department of Library Science, University of Granada, Granada 18071, Spain
M. A. Martínez: Department of Social Work and Services, University of Granada, Granada 18071, Spain
J. A. Morente-Molinera: Department of Computer Science and Artificial Intelligence, University of Granada, Granada 18071, Spain
E. Herrera-Viedma: Department of Computer Science and Artificial Intelligence, University of Granada, Granada 18071, Spain5Department of Electrical & Computer Engineering, King Abdulaziz University, Jeddah 21589, Saudi Arabia

International Journal of Information Technology & Decision Making (IJITDM), 2017, vol. 16, issue 01, 225-244

Abstract: LibQUAL+ model is the best-known method for the quality evaluation of library services, but it has two major drawbacks. First, to measure the quality, it is devised on a cardinal scale: the service levels range from 1 to 9. However, the standard representation of the concepts used by humans for communication is the natural language and, hence, users should express their judgments by using words instead of numbers. Second, it considers that all users’ opinions are equally important. Nevertheless, users do not play an equal role in assessing the service quality, i.e., the opinion given by some users should be more relevant than the opinion provided by others. To solve these drawbacks, we present an extended LibQUAL+ model representing the users’ perceptions by using a fuzzy linguistic modeling and taking into account that users’ opinions on the library services are not equally important.

Keywords: Academic library; quality evaluation; LibQUAL+; fuzzy linguistic modeling (search for similar items in EconPapers)
Date: 2017
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DOI: 10.1142/S0219622015500406

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