使用熵權和改進FAHP法評估圖書館的服務品質

Evaluation on Service Quality of C-YU Library Based on Entropy Weight and Improved Fuzzy AHP

就校園圖書館而言，圖書館是校園的軸心，並且能為提供師生發展實質且有效學習的重要場所。本文採用改進的FAHP法，並引入Shannon的信息熵來描述權重的不確定性，對影響校園圖書館所提供的服務能力、態度與設備的三個構面與14個準則進行組合賦權，考量C-YU學校師生的意見，建立校園圖書館服務品質的評估模式，同時結合實例分析該模式的具體算法，得到較為合理、有效的排序結果。

Library is the pivotal center of campus actives. It is also the place where development of effective learning takes place for both teachers and students. This article tries to examine service quality, staff attitude and hardware facility provided by C-YU library based on Improved Fuzzy AHP, to introduce Shannon’s Entropy and uses it to describe the weight of uncertainty, and then determines the combined weight of three aspects and fourteen critical. The objective of this article is to construct a model for campus library service quality evaluation, taking into consideration of student’s and faculty’s viewpoints. Finally, it also intend to utilize quantitive method for analysis to improve both effectiveness and efficiency for library operation.