Evaluating of Service Quality Level in Libraries Using a Combination of SERVQUAL and Six Sigma Techniques

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. 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. 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.