出版社：Center for Quality, Faculty of Engineering, University of Kragujevac, Serbia
摘要：In this paper an attempt has been made to propose a methodology for identifying and prioritizing the user needs pertaining to library services. In order to categorize the user needs into quality dimensions, Factor analysis has been carried out on user responses obtained through questionnaire survey. Analytic Hierarchy Process (AHP) is employed to determine the priority ratings of the library quality dimensions. The priority structure of the quality dimensions provides an idea for the library management to allocate the resources in an effective manner to achieve more user satisfaction. A case study is presented to demonstrate the proposed methodology.
关键词：Library service quality; Factor analysis; Analytic Hierarchy Process
