Service Quality Evaluation of University Libraries based on Optimized K-means Algorithm using Modified Kepler Optimization Method

In modern world, evaluating the Service Quality of University Libraries (SERVQUAL) becomes a crucial work for determining the quality of services provided in libraries. ‘Service Quality’ is defined "as the conformance of service to customer specification. The three parts of the service were the actual service performance, desired service performance, and minimal service performance. In earlier studies, a K-means algorithm is developed to generate a valuation of SERVQUAL but, it needs the ideal parameter specifications as well as a more specialized system for SERVQUAL. So, a Modified Kepler Optimization Method (MKOM) technique is proposed to adjust the K-means algorithm’s hyperparameters which helps in improving the service quality evaluation accuracy. Here, the data is collected as online comments from various social networks and survey conducted around the university libraries. Then using various approaches preprocessing is performed. Finally, using the proposed MKOM-Kmeans the validation of SERVQUAL is conducted. When compared to conventional techniques such as Quantitative Research Methodology in Pakistan library (QRM-P), Quantitative Research Strategy (QRS), the proposed MKOM-K-means algorithm achieved a higher evaluation accuracy of 99%.