ترسيم نقشه فازي عناصر كيفي، رويكردي جديد در تبيين مسير تعالي كيفيت خدمات كتابخانه

Quality Elements Fuzzy mapping, a new approach in determining Excellence path for Library Quality Performance

University libraries are the main source for information access, They must be updated and responsive to the increasing users needs and requirements. Therefore determining service quality strengths and weaknesses can help library managements to improve customer satisfaction continuously. This paper present a fuzzy map for quality clements at first step. Using this map, strengths and weaknesses in quality are determined and then the most effective alternatives for quality improvement are defined. Results in Yazd University show that the most important success factor is the employee readiness for responding users questions and the most important failure factor is unsuitable working hours in library