خلاصة:
Purpose: This study intended to investigate the opinion of the users of the Central Library of Astan Quds Razavi (CLAQR) regarding the provided services using Six-Sigma methodology.Methodology: This is an applied descriptive-survey study that explores the gap between the minimum level of expectations, the current status, and the maximum level of users’ expectations regarding the human force services, information resources, and space available in the CLAQR. The data were collected by the Libqual Questionnaire and analyzed using SPSS 23. In order to test the research hypotheses, the mean and standard deviation of users’ opinions were compared to the desired sigma level to determine the efficiency of the service quality. Thereby, the defect rate for the understudied components was determined.Findings: The average of 72.88% for users’ opinions on the indicator of human force (HF) in CLAQR shows the relative satisfaction of users in this regard. Only the indicator of “prepared staff for answering to the users’ questions”, with a 50% satisfaction score, failed to meet the minimum expectations of the users. The average score of 76.88% regarding users’ opinions about the quality of the available resources in the library also indicates their relative satisfaction. Among the indicators related to the quality of resources, “audiovisual materials” received the highest satisfaction score (93.33%). The average score of 72.95% for users’ opinions about the current state of the library space and its amenities indicates overall satisfaction with space and available amenities. However, the scores of some sub-indicators such as “comfortable and pleasant place” and “the presence of proper space for study and learning” related to the current status were even lower than the minimum expectation level, which indicates lack of satisfaction of the users with the related case. There was an 84.20% satisfaction only for the indicator of “comfortable and pleasant place”.Conclusion: The results show that CLAQR, in general, succeeded in gaining 79.2% user satisfaction. The proximity of the actual level of service to the maximum level of users’ expectations enhances the quality of service provided by the library, and it will be possible to gain users’ maximum satisfaction with greater effort and focus on removing existing weaknesses.