Service Quality Management in the Libraries at the University of Niš Faculties Using the VIKOR Method

Sažetak

In its operation, a library as an educational and cultural institution is primarily concerned with the various needs of its users. These needs are very complex in the contemporary world which is characterized by the application of information and communication technologies. The heterogeneity and complexity of users’ needs affect the quantity and quality of services provided, but also require daily monitoring of trends, acquiring new knowledge as well as a constant education of the employees. The paper aims to analyze the quality of the services provided by the libraries at the University of Niš. In order to achieve this, the author has applied one of the methods of multi-criteria analysis, i.e. the VIKOR method. Using this method, the ranking of libraries is performed on the basis of the following criteria simultaneously: the time spent on searching through the library fund in the available computer databases, the size of the available space and the size of the available library fund. The results of the application of the mentioned method indicate that this application is justified, because it represents a basis for an objective solution to the problem of selecting a library that provides the highest quality of customer service.