Analysis of the barriers affecting the quality of electronic services of libraries by VIKOR, FMEA and entropy combined approach in an intuitionistic-fuzzy environment

Advancement of information technology and its entry into the daily lives has transformed many traditional methods. With the introduction of electronic library services the quality of service provision became important for the evaluation of the electronic library services' performance. The key factor in the quality of electronic services is how to receive and assess services by customers. Important factors are identified and combined and their importance is evaluated based on different models. This study is conducted to address the quality of the electronic library services with failure modes and effects analysis (FMEA) in the intuitionistic-fuzzy environment in the Library of Yazd University. Accordingly after reviewing the literature and interviews with library and information science (LIS) experts, 20 failure modes in Electronic library service quality are identified. After designing and distributing questionnaires among LIS experts and students the priority and importance of each failure modes is assessed by entropy based on FMEA model in the intuitionistic-fuzzy environment.