Cause and effect relationships between service quality measures of libraries: a combined approach of Libqual-fuzzy DEMATEL

Rapid growth in the service and economic sector in recent decades, and consequently a complex and multi-criteria decision making in terms of indefinite, intense need to share information has increased, especially in information services. Libraries as information centers can play a major role and this requirement has led to research in this area. This study aims to provide a model for assessing the causal effect relationships between criteria of service quality of public and academic libraries in Shiraz. This technique is used in combination with libqual and fuzzy dematel. Results of this study identified impact and effective measures in service quality in such libraries.