{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,4,3]],"date-time":"2026-04-03T14:55:34Z","timestamp":1775228134016,"version":"3.50.1"},"reference-count":41,"publisher":"Emerald","issue":"2","license":[{"start":{"date-parts":[[2016,4,4]],"date-time":"2016-04-04T00:00:00Z","timestamp":1459728000000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2016,4,4]]},"abstract":"<jats:sec>\n               <jats:title content-type=\"abstract-heading\">Purpose<\/jats:title>\n               <jats:p> \u2013 This paper aims to apply the decision-making trial and evaluation laboratory (DEMATEL) to validate the service factors of an academic library. <\/jats:p>\n            <\/jats:sec>\n            <jats:sec>\n               <jats:title content-type=\"abstract-heading\">Design\/methodology\/approach<\/jats:title>\n               <jats:p> \u2013 First, the service criteria were extracted from the SERVQUAL model and then their values were examined in the user\u2019s 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. <\/jats:p>\n            <\/jats:sec>\n            <jats:sec>\n               <jats:title content-type=\"abstract-heading\">Findings<\/jats:title>\n               <jats:p> \u2013 According to the analysis\u2019 results, \u201cEmpathy\u201d is the causal factor in the cause\u2013effect diagram; i.e. the library should pay more attentions to \u201cEmpathy\u201d rather than \u201cReliability\u201d, \u201cResponsiveness\u201d and \u201cAssurance\u201d factors. <\/jats:p>\n            <\/jats:sec>\n            <jats:sec>\n               <jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title>\n               <jats:p> \u2013 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.<\/jats:p>\n            <\/jats:sec>","DOI":"10.1108\/el-08-2014-0134","type":"journal-article","created":{"date-parts":[[2016,3,24]],"date-time":"2016-03-24T06:01:39Z","timestamp":1458799299000},"page":"315-331","source":"Crossref","is-referenced-by-count":22,"title":["Applying the DEMATEL approach to identify the focus of library service quality"],"prefix":"10.1108","volume":"34","author":[{"given":"Yen-Ting","family":"Chen","sequence":"first","affiliation":[]}],"member":"140","reference":[{"key":"key2020121702244721100_b1","doi-asserted-by":"crossref","unstructured":"Andaleeb, S.S.\n                and \n                  Simmonds, P.L.\n                (1998), \u201cExplaining user satisfaction with academic libraries: strategic implications\u201d, \n                  College & Research Libraries\n               , Vol. 59 No. 2, pp. 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