Abstract
This research study aims to determine and prioritize essential performance criteria and indicators for evaluating and enhancing the productivity of special library services within the public sector’s water and electricity industry of Iran. Focusing on the perspective of the Objectives and Key Results (OKR) system, we first addressed the pathology of library service quality. This was done by measuring the integrated LibQUAL service quality model and the Three-pronged model. BSC and PPM were applied to analyze management structures and library performance, forming the basis for identifying critical success factors and designing key performance indicators (KPIs). The Analytical Hierarchy Process (AHP) method played a key role in our evaluation, as it helped us to weight and rank a list of critical success factors (CSFs) according to success criteria (SC). In the following step, KPIs were designed and selected using the Six-step method proposed by Zis et al. (2023), based on these factors. The research findings revealed eleven critical success factors that influence the productivity management of libraries. The most significant criterion identified was the learning culture (95.0%), followed by customer satisfaction (72.0%), a positive experience (64.0%), and access to information resources (61.0%). Finally, seven key performance indicators for libraries were introduced as follows: satisfaction, net promoters, acquisition cost, repeat purchase/loan rate, customer experience, experience management, and customer churn rate.
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