EVALUATING OF SERVICE QUALITY LEVEL IN LIBRARIES USING A COMBINATION OF SERVQUAL AND SIX SIGMA TECHNIQUES

Q: How can I download an article?

To download an article from SID, first log in to the site, search for the article title, and click on the 'Download Article' option.

Q: How can I download an ISI article?

To download an ISI article on SID, enter the keyword or article title in the search bar, view the relevant results, click on the desired article, and select the 'Download Article' option.

Q: How can I access the SID database?

To access the SID database, visit SID.ir, create an account, and log in to access scientific resources.

Q: Is downloading articles from SID free?

Some articles on SID are available for free, while others require payment. Details are specified on the article's page.

SHAKERZADEH MOHAMMAD AMIN

مرکز اطلاعات علمی Scientific Information Database (SID) - Trusted Source for Research and Academic Resources

Journal Paper

Paper Information

Journal: RESEARCH ON INFORMATION SCIENCE AND PUBLIC LIBRARIES (PAYAM-E-KETABKHANEH (LIBRARY MESSAGE)) Year:2013 | Volume:18 | Issue:4 (71) Page(s): 441-460

Download Full-Text

Persian Verion

View:

778

Download:

Cites:

Information Journal Paper

Title

EVALUATING OF SERVICE QUALITY LEVEL IN LIBRARIES USING A COMBINATION OF SERVQUAL AND SIX SIGMA TECHNIQUES

Author(s)

SHAKERZADEH MOHAMMAD AMIN | Issue Writer Certificate

Keywords

SERVICE QUALITYQ2

SERVQUALQ2

SIX SIGMAQ3

DPMOQ3

Abstract

Purpose: The purpose of this study is to evaluate SERVICE QUALITY level in public libraries against SIX SIGMA quality level by combining SERVQUAL and SIX SIGMA techniques.Method: This is an applied study conducted as a survey. The population consists of all SANAEE public library members. Through simple random selection, 217 people are chosen. SERVQUAL questionnaire is used as research tool.Findings: Results show that the most satisfactory was “Reliability” dimension. Other dimensions, including “Tangibles”, “Empathy”, “Assurance” and “Responsiveness” are in next ranks respectively.Originality/Value: This research, by combining SERVQUAL technique and SIX SIGMA methodology, introduces a method for evaluating the SERVICE QUALITY level to monitor changes in SERVICE QUALITY level and tries to make a comparison with other libraries and international standards and benchmarks.

Cites

No record.

References

No record.

Cite

APA: Copy

SHAKERZADEH, MOHAMMAD AMIN. (2013). EVALUATING OF SERVICE QUALITY LEVEL IN LIBRARIES USING A COMBINATION OF SERVQUAL AND SIX SIGMA TECHNIQUES. RESEARCH ON INFORMATION SCIENCE AND PUBLIC LIBRARIES (PAYAM-E-KETABKHANEH (LIBRARY MESSAGE)), 18(4 (71)), 441-460. SID. https://sid.ir/paper/88710/en

Vancouver: Copy

SHAKERZADEH MOHAMMAD AMIN. EVALUATING OF SERVICE QUALITY LEVEL IN LIBRARIES USING A COMBINATION OF SERVQUAL AND SIX SIGMA TECHNIQUES. RESEARCH ON INFORMATION SCIENCE AND PUBLIC LIBRARIES (PAYAM-E-KETABKHANEH (LIBRARY MESSAGE))[Internet]. 2013;18(4 (71)):441-460. Available from: https://sid.ir/paper/88710/en

IEEE: Copy

MOHAMMAD AMIN SHAKERZADEH, “EVALUATING OF SERVICE QUALITY LEVEL IN LIBRARIES USING A COMBINATION OF SERVQUAL AND SIX SIGMA TECHNIQUES,” RESEARCH ON INFORMATION SCIENCE AND PUBLIC LIBRARIES (PAYAM-E-KETABKHANEH (LIBRARY MESSAGE)), vol. 18, no. 4 (71), pp. 441–460, 2013, [Online]. Available: https://sid.ir/paper/88710/en

Related Journal Papers