A symbol-based fuzzy decision-making approach to evaluate the user satisfaction on services in academic digital libraries

Academic libraries play a signicant role in providing core services that include research, teaching and learning. User satisfaction is an important indicator for evaluating the performance of library service. This paper develops a method for measuring the user satisfaction in a group decision-making environment. First, the performance of service is evaluated by using questionnaire survey. The scores are recorded by using some simple symbols. Second, the symbol information along with nonresponse items in questionnaires are fused into an intuitionistic fuzzy information. Third, an experimental analysis is provided to illustrate the validity and eectiveness of introduced method in this paper. Finally, the theoretical and practical implications of current model are discussed, the important limitations are recognized, and some main advantages and future research directions of current method are shown in conclusions.