Analysis on the library service quality with analytic hierarchy process model

Abstract

Library service is a significant factor for a university to give the public a glimpse on the university education quality. An excellent library can provide a comfortable study environment for the students to concentrate on their learning. Besides that, library should also be a source that the students can easily search for the plenty of updated information that they need. As a result, a conceptual framework based on Analytic Hierarchy Process model is proposed to identify the priority of the main decision criteria and sub-criteria toward the library service quality among the undergraduate students. The results show that information control is the most influential decision criterion, followed by library as place and affect of service. Moreover, the top five most influential sub-criteria are desk and seating availability, Internet/WIFI facilities, cleanliness and beauty, temperature setting, and finally online journal collection. The findings of this study can provide an insight to the library to improve the services in order to satisfy the students’ expectations and needs in the future. This study is significant because AHP model is proposed to determine the quality of the library service with the consideration of the important decision criteria.