F. J. Cabrerizo

A Fuzzy Linguistic Extended LibQUAL+ Model to Assess Service Quality in Academic Libraries

LibQUAL+ model is the best-known method for the quality evaluation of library services, but it has two major drawbacks. First, to measure the quality, it is devised on a cardinal scale: the service levels range from 1 to 9. However, the standard representation of the concepts used by humans for communication is the natural language and, hence, users should express their judgments by using words instead of numbers. Second, it considers that all users’ opinions are equally important. Nevertheless, users do not play an equal role in assessing the service quality, i.e., the opinion given by some users should be more relevant than the opinion provided by others. To solve these drawbacks, we present an extended LibQUAL+ model representing the users’ perceptions by using a fuzzy linguistic modeling and taking into account that users’ opinions on the library services are not equally important.

A MOBILE DECISION SUPPORT SYSTEM IN MOBILE-COMMERCE ACTIVITIES

Web 2.0 technologies provide rich and lightweight online tools that let users contribute new data. They can associate in social networks, share ideas and information and collaborate together for many kind of reasons, obtaining a community’s ”collective intelligence”. We propose to compute this collective intelligence with a Mobile Decision Support System (MDSS) to aggregate recommendations and use this collective advice to improve the customer satisfaction in decision making situations related with the m-commerce activities.