A symbol-based fuzzy decision-making approach to evaluate the user satisfaction on services in academic digital libraries

Abstract

Academic libraries play a significant role in providing core services that include research, teaching and learning. Usersatisfaction is an important indicator for evaluating the performance of library service. This paper develops a methodfor measuring the user satisfaction in a group decision-making environment. First, the performance of service isevaluated by using questionnaire survey. The scores are recorded by using some simple symbols. Second, the symbolinformation along with nonresponse items in questionnaires are fused into an intuitionistic fuzzy information. Third, anexperimental analysis is provided to illustrate the validity and effectiveness of introduced method in this paper. Finally,the theoretical and practical implications of current model are discussed, the important limitations are recognized, andsome main advantages and future research directions of current method are shown in conclusions.