INTEGRATING FACTOR ANALYSIS AND ANALYTIC HIERARCHY PROCESS FOR LIBRARY SERVICE QUALITY
Journal Title: International Journal for Quality Research - Year 2011, Vol 5, Issue 3
Abstract
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.
Authors and Affiliations
K. Venkata Subbaiah, K. G. Durga Prasad, M. Uma Bharathi, K. Soma Sekhara Rao
Keywords
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