Journal Article

AHP-Based Evaluation of Discipline-Specific Information Services in Academic Libraries Under Digital Intelligence

Zhang, Simeng, Zhang, Tao, Wang, Xi

2025

Overview

Over recent years, digital and intelligent technologies have been driving the transformation of discipline-specific information services in academic libraries toward user experience optimization and service innovation. This study constructs a quality evaluation framework for discipline-specific information services in academic libraries, incorporating digital-intelligence characteristics to provide theoretical references and evaluation guidelines for enhancing service quality and user satisfaction in an information-ubiquitous environment. Drawing on LibQual+TM, WebQUAL, and E-SERVQUAL service quality evaluation models and integrating expert interviews with the contextual characteristics of academic library discipline-specific information services, this study develops a comprehensive evaluation system comprising six dimensions—Perceived Information Quality, Information Usability, Information Security, Interactive Feedback, Tool Application, and User Experience—with fifteen specific indicators. The analytic hierarchy process (AHP) was applied to determine the weight of these indicators. To validate the practicality of the evaluation system, a fuzzy comprehensive evaluation method was employed for an empirical analysis using discipline-specific information services at Tsinghua University Library in China as a case study. The evaluation results indicate that the overall quality of discipline-specific information services at Tsinghua University Library is satisfactory, with Tool Application, Perceived Information Quality, and Information Usability identified as key factors influencing service quality. To further enhance discipline-specific information services in academic libraries, emphasis should be placed on service intelligence and precision-driven optimization, strengthening user experience, interaction and feedback mechanisms, and data security measures. These improvements will better meet the diverse needs of users and enhance the overall effectiveness of discipline-specific information services.

• Publisher: MDPI AG
• Subject: Academic libraries / Analysis / Analytic hierarchy process / analytic hierarchy process (AHP) / Case studies / Computational linguistics / discipline-specific information services / Empirical analysis / evaluation performance / Feedback / fuzzy comprehensive evaluation method / Generative artificial intelligence / Higher education / Indicators / Information management / Information retrieval / Information services / Information services industry / Information technology / Intelligence / Knowledge management / Language processing / Large language models / Libraries / Library and information science / Natural language interfaces / Optimization / Quality assessment / Quality of service / Resource management / Security / Semantics / University and college libraries / User experience / User needs / User satisfaction