چارچوبی برای ارزیابی کیفیت خدمات کتابخانه ها با روش ترکیبی DEMATEL-SERVQUAL

Adeniran, P. (2011). User satisfaction with academic libraries services: Academic staff and students perspectives. International Journal of Library and Information Science, 3(10), 209-216.‏

Ahmad, M., & Abawajy, J. H. (2014). Digital library service quality assessment model. Procedia-social and behavioral sciences, 129, 571-580.‏

Awan, M. U., & Mahmood, K. (2013). Development of a service quality model for academic libraries. Quality & Quantity, 47(2), 1093-1103.‏

Chang, C. C., & Wu, C. C. (2013, November). Multilevel analysis of work context and social support climate in libraries. In Aslib Proceedings: New Information Perspectives 65(6), 644-658. Emerald Group Publishing Limited.‏

Chen, I. S. (2016). A combined MCDM model based on DEMATEL and ANP for the selection of airline service quality improvement criteria: A study based on the Taiwanese airline industry. Journal of Air Transport Management, 57, 7-18.‏

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, 34(2), 315-331.‏

Chen, Y. T., & Chou, T. Y. (2011). Applying GRA and QFD to improve library service quality. The Journal of Academic Librarianship, 37(3), 237-245.‏

Cheng, C. C., Chen, C. T., Hsu, F. S., & Hu, H. Y. (2012). Enhancing service quality improvement strategies of fine-dining restaurants: New insights from integrating a two-phase decision-making model of IPGA and DEMATEL analysis. International Journal of Hospitality Management, 31(4), 1155-1166.‏

Cook, C., & Thompson, B. (2000). Reliability and validity of SERVQUAL scores used to evaluate perceptions of library service quality. The Journal of Academic Librarianship, 26(4), 248-258.‏

Dahan, S. M., Taib, M. Y., Zainudin, N. M., & Ismail, F. (2016). Surveying users' perception of academic library services quality: A case study in Universiti Malaysia Pahang (UMP) Library. The Journal of Academic Librarianship, 42(1), 38-43.‏

Einasto, O. (2014). E-service quality criteria in university library: a focus group study. Procedia-Social and Behavioral Sciences, 147, 561-566.‏

Jamali, R., & Tooranloo, H. (2009). Prioritizing academic library service quality indicators using fuzzy approach: Case study: libraries of Ferdowsi University. Library Management, 30(4/5), 319-333.‏

Kiran, K., & Diljit, S. (2012). Modeling web-based library service quality. Library & Information Science Research, 34(3), 184-196.

Lin, C. L., & Tzeng, G. H. (2009). A value-created system of science (technology) park by using DEMATEL. Expert systems with applications, 36(6), 9683-9697.‏

Mohammad Beygi, Fatima. Hassanzadeh, Muhammad. (1388). Assessing the Quality of Public Libraries' Public Libraries Services in Qazvin Using the Lib Qualitative Tool, Payam Library Journal, Volume 15, Number 1: pp. 7-29.

Nitecki, D. A. (1996). Changing the concept and measure of service quality in academic libraries. The journal of academic librarianship, 22(3), 181-190.‏

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of retailing, 64(1), 12.‏

Patil, S. K., & Pradhan, P. (2014). Library promotion practices and marketing of Library services: A role of Library professionals. Procedia-Social and Behavioral Sciences, 133, 249-254.‏

Pheng, L. S., & Rui, Z. (2016). SERVQUAL, the Kano Model and QFD. In Service Quality for Facilities Management in Hospitals (pp. 25-56). Springer Singapore.‏

Shieh, J. I., Wu, H. H., & Huang, K. K. (2010). A DEMATEL method in identifying key success factors of hospital service quality. Knowledge-Based Systems, 23(3), 277-282.‏

Tseng, M. L. (2009). A causal and effect decision making model of service quality expectation using grey-fuzzy DEMATEL approach. Expert systems with applications, 36(4), 7738-7748.‏

Tzeng, G. H., Chiang, C. H., & Li, C. W. (2007). Evaluating intertwined effects in e-learning programs: A novel hybrid MCDM model based on factor analysis and DEMATEL. Expert systems with Applications, 32(4), 1028-1044.‏

Wu, Y. L., Tao, Y. H., Chang, D. Y., & Huang, T. M. (2015, September). The Dimensions of Service Quality at College Computer Center: Scale Development and Validation. In International Conference on Multidisciplinary Social Networks Research (pp. 381-392). Springer, Berlin, Heidelberg.‏ ‏

Zabed Ahmed, S. M., & Hossain Shoeb, Z. (2009). Measuring service quality of a public university library in Bangladesh using SERVQUAL. Performance Measurement and Metrics, 10(1), 17-32.‏

Zhang, Y. L., & Bi, R. F. (2017). Studying on Enhancing Readers’ Satisfaction Model of Electronic Service Quality in Library Based on LibQUAL+ and Kano. Procedia Engineering, 174, 260-266.‏

Zoraghi, N., Amiri, M., Talebi, G., & Zowghi, M. (2013). A fuzzy MCDM model with objective and subjective weights for evaluating service quality in hotel industries. Journal of Industrial Engineering International, 9(1), 38.