Applying the DEMATEL approach to identify the focus of library service quality: A case study of a Taiwanese academic library

Abstract

Purpose

This paper aims to apply the decision-making trial and evaluation laboratory (DEMATEL) to validate the service factors of an academic library.

Design/methodology/approach

First, the service criteria were extracted from the SERVQUAL model and then their values were examined in the user’s mind. Second, the DEMATEL was applied to estimate the importance of the criteria and identify the causal factors. Next, an empirical study was conducted to demonstrate and validate the proposed approach. Finally, this paper offers some practical suggestions for academic libraries based on the analysis.

Findings

According to the analysis’ results, “Empathy” is the causal factor in the cause–effect diagram; i.e. the library should pay more attentions to “Empathy” rather than “Reliability”, “Responsiveness” and “Assurance” factors.

Originality/value

DEMATEL is a useful tool to identify the prominence and relationship of service factors; the evaluation is easy to apply and has not been used before in the discussion of library service. This paper provides an alternative for libraries to sort out the priorities of service improvement. The correspondence improvement can be addressed based on the causal analysis to make notable enhancement in service quality.

Citation

Chen, Y.-T. (2016), "Applying the DEMATEL approach to identify the focus of library service quality: A case study of a Taiwanese academic library", The Electronic Library, Vol. 34 No. 2, pp. 315-331. https://doi.org/10.1108/EL-08-2014-0134