Designing a Model for Improving the Level of Quality of Electronic Services of Uazd University’s Electronic Library with a Combined Approach to Interpretative Structural Modeling and WIKOR in an Intuitionistic Fuzzy Environment

This article was written with the objective of assessing the quality of service delivery and performance evaluation of Yazd University’s electronic library services and its user’s perception of these services along with identification of factors affecting the quality of services and these factors’ degree of importance..

After reviewing the research literature and interviewing experts in this field, 20 failure factors in the quality of library services have been identified. After designing and distributing questionnaires among 120 users and experts in the form of failure mode and effect analysis (FMEA) approach, these failure factors were questioned in a linguistic form and intuitionistic-fuzzy environment. In the next step, these factors were ranked using VIKOR method. Eventually, using interpretation structural model (ISM), reducing barriers’ strategies were ranked.

With using the described method, the factors affecting the quality of service were ranked and found that the user information retention factor with Q = 07 is in the first priority, the processing speed factor with Q = 08 is in the second priority and the factor of updating the information with Q = .15 is in the third priority. Other factors were ranked similarly. In the next stage, using the method of interpretive structural modeling, the strategies for increasing the level of service quality were ranked. The factors creating wide access to electronic journals and the non-disclosure of user information were placed at level 1.

The users of the electronic library have focused their attention on maintaining information, due to which managers of this library should pay more attention to security and use of secure systems. Also, the processing speed that is the next priority of users requires special attention to provide the appropriate bandwidth and platform and the use of up-to-date and new technologies to provide users with the right speed and satisfaction. Also, other influential factors that have been prioritized in this study need some attention and, by doing so, the library can provide an appropriate quality for providing appropriate services and obtaining customers’ satisfaction.