Digital Library Service Quality Measurement System Using the Customer Satisfaction Index and Analytical Hierarchy Process Method

Oct 13, 2025 by magicalceylontours.com 134 views

Digital Library Service Quality Measurement System Using the Customer Satisfaction Index and Analytical Hierarchy Process Method

Introduction

In today's digital age, digital libraries have become one of the most important sources of information for individuals and institutions alike. However, the challenge faced by digital libraries is how to improve the quality of services provided to users. This study aims to develop an effective system in measuring the quality of digital library services by utilizing the Customer Satisfaction Index (CSI) and Analytical Hierarchy Process (AHP) methods. By understanding the needs and expectations of users, digital libraries can improve the quality of services offered, increase user satisfaction, and ultimately, increase the use of digital libraries.

The Importance of Measuring Service Quality

Measuring service quality is crucial for digital libraries as it helps to identify areas of improvement, increase user satisfaction, and ultimately, increase the use of digital libraries. Service quality is a critical factor in determining the success of digital libraries, and it is essential to measure it accurately to ensure that the services provided meet the needs and expectations of users. The CSI and AHP methods are widely used in various industries to measure service quality, and this study aims to adapt these methods to the digital library context.

Method of Collecting Data

To get accurate data on the quality of digital library services, this research collects data through the distribution of questionnaires to digital library users. This questionnaire is designed to explore various aspects of service that is considered important by users. These aspects include reliability, guarantee, responsiveness, tangible (physical form), and empathy. Each aspect will be assessed to determine how well the digital library is in meeting the user's expectations. The questionnaire will be distributed online, and users will be asked to provide their feedback on the digital library services.

Analysis with AHP

After the data is obtained from the questionnaire, the next step is to analyze the data using the AHP algorithm. AHP is an effective method for determining the relative weight of each service aspect based on the assessment given by the user. Through this process, researchers can identify which aspects are most influential on user satisfaction. The use of AHP provides a structured approach in assessing service quality by considering various interconnected criteria. AHP is a widely used method in various industries, and it has been proven to be effective in measuring service quality.

Combination with CSI

Furthermore, the results of the AHP analysis are combined with the Customer Satisfaction Index (CSI) method. The CSI method is used to measure the level of user satisfaction with various aspects of digital library services. By linking the weight obtained from AHP with the satisfaction index, researchers can produce output in the form of a clear level of satisfaction. This result will indicate whether the digital library system functions properly or not. The CSI method is widely used in various industries to measure customer satisfaction, and it is an effective method for measuring service quality.

Benefits for Management

This measurement system is not only useful for evaluating service quality, but also provides added value for digital library managers. By knowing aspects that are not satisfying users, managers can formulate appropriate improvement strategies. This will help in an effort to improve user experience, and in the end, increase the use of digital libraries. The measurement system will also provide insights into the strengths and weaknesses of the digital library services, which will enable managers to make informed decisions.

Conclusion

The results showed that the combination of AHP and CSI methods could provide accurate and appropriate service quality measurement results. With this system, digital libraries can better understand the needs and expectations of users, so they can improve the quality of the services offered. The use of web-based technology in this measurement also allows broader access for users, thus creating transparency and accountability in digital library services. Thus, this measurement system is expected to contribute significantly in the development of higher quality digital libraries and responsive to user needs.

Future Research Directions

This study provides a foundation for future research in the area of digital library service quality measurement. Future studies can build on this research by exploring other methods for measuring service quality, such as the SERVQUAL method. Additionally, future studies can investigate the use of other technologies, such as artificial intelligence and machine learning, to improve the accuracy and efficiency of service quality measurement.

Limitations of the Study

This study has several limitations. Firstly, the study only collected data from a limited number of digital library users, which may not be representative of the larger population. Secondly, the study only used a single method for measuring service quality, which may not capture the full range of user experiences. Finally, the study did not investigate the impact of service quality on user behavior, such as usage and satisfaction.

Recommendations for Practice

This study provides several recommendations for practice. Firstly, digital libraries should use a combination of methods for measuring service quality, such as AHP and CSI, to ensure that they capture the full range of user experiences. Secondly, digital libraries should use web-based technology to provide broader access for users and create transparency and accountability in digital library services. Finally, digital libraries should use the results of service quality measurement to inform improvement strategies and increase user satisfaction.

References

[1] Al-Shammari, M. (2017). Measuring service quality in digital libraries using the SERVQUAL method. Journal of Library and Information Science, 49(2), 147-158.
[2] Al-Shammari, M. (2018). Analytical hierarchy process (AHP) for measuring service quality in digital libraries. Journal of Information and Knowledge Management, 17(2), 185-196.
[3] Al-Shammari, M. (2019). Customer satisfaction index (CSI) for measuring service quality in digital libraries. Journal of Library and Information Science, 51(1), 1-12.

Appendix

The appendix provides additional information on the methodology used in this study, including the questionnaire used to collect data and the AHP algorithm used to analyze the data. The appendix also provides a detailed description of the CSI method used to measure user satisfaction.
Digital Library Service Quality Measurement System Using the Customer Satisfaction Index and Analytical Hierarchy Process Method: Q&A

Q: What is the purpose of this study?

A: The purpose of this study is to develop an effective system in measuring the quality of digital library services by utilizing the Customer Satisfaction Index (CSI) and Analytical Hierarchy Process (AHP) methods.

Q: Why is measuring service quality important for digital libraries?

A: Measuring service quality is crucial for digital libraries as it helps to identify areas of improvement, increase user satisfaction, and ultimately, increase the use of digital libraries.

Q: What are the benefits of using the AHP method in measuring service quality?

A: The AHP method provides a structured approach in assessing service quality by considering various interconnected criteria. It also helps to identify which aspects are most influential on user satisfaction.

Q: What are the benefits of using the CSI method in measuring service quality?

A: The CSI method is used to measure the level of user satisfaction with various aspects of digital library services. It provides a clear and concise output that indicates whether the digital library system functions properly or not.

Q: How does the combination of AHP and CSI methods work?

A: The results of the AHP analysis are combined with the CSI method to produce a clear level of satisfaction. This result will indicate whether the digital library system functions properly or not.

Q: What are the benefits of using web-based technology in this measurement system?

A: The use of web-based technology allows broader access for users, thus creating transparency and accountability in digital library services.

Q: What are the limitations of this study?

A: This study has several limitations, including the limited number of digital library users who participated in the study, the use of a single method for measuring service quality, and the lack of investigation into the impact of service quality on user behavior.

Q: What are the recommendations for practice based on this study?

A: Digital libraries should use a combination of methods for measuring service quality, such as AHP and CSI, to ensure that they capture the full range of user experiences. They should also use web-based technology to provide broader access for users and create transparency and accountability in digital library services.

Q: What are the future research directions based on this study?

A: Future studies can build on this research by exploring other methods for measuring service quality, such as the SERVQUAL method. Additionally, future studies can investigate the use of other technologies, such as artificial intelligence and machine learning, to improve the accuracy and efficiency of service quality measurement.

Q: What are the implications of this study for digital library managers?

A: Digital library managers can use the results of this study to inform improvement strategies and increase user satisfaction. They can also use the measurement system to identify areas of improvement and make informed decisions.

Q: What are the implications of this study for digital library users?

A: Digital library users can benefit from the improved service quality and increased transparency and accountability in digital library services. They can also provide feedback to digital library managers to help improve the services offered.

Q: What are the implications of this study for the broader digital library community?

A: The study provides a foundation for future research in the area of digital library service quality measurement. It also highlights the importance of measuring service quality in digital libraries and provides a framework for doing so.

Q: What are the next steps for this research?

A: The next steps for this research include further investigation into the use of other methods for measuring service quality, such as the SERVQUAL method. Additionally, the study will investigate the use of other technologies, such as artificial intelligence and machine learning, to improve the accuracy and efficiency of service quality measurement.

Q: What are the potential applications of this research?

A: The potential applications of this research include the development of a digital library service quality measurement system that can be used by digital libraries around the world. It can also be used to inform improvement strategies and increase user satisfaction in digital libraries.

Q: What are the potential benefits of this research?

A: The potential benefits of this research include improved service quality, increased user satisfaction, and increased transparency and accountability in digital library services. It can also lead to increased use of digital libraries and improved outcomes for users.