Thank you to all the monash students who participated. The main academic and research library of king fahd university of petroleum and minerals in saudi arabia organised a study using a walk through evaluation and questionnaire survey to investigate user satisfaction. Its purpose is to assess users satisfaction levels and thus enable the library. It is a systematic way of identifying what is working and what needs to be improved from the users. This survey will help the office of academic affairs understand your interaction with the library and the quality of service provided. The user satisfaction survey of tallinn university of technology library in 2018 summary the library conducted a user satisfaction survey from march 19 to april 16, 2018. Loughborough university library users satisfaction survey. In may 2015 monash university library ran its eighth biennial user survey online. The purpose of this paper is to examine the degree of user satisfaction regarding the fiji national university library services through library user surveys. Applegate 1997 defines user satisfaction as a personal, emotional reaction to a library service or product. The association of research libraries issued four systems and procedures exchange center spec kits on user surveys and studies between 1981 and 1994 association of.
The objective was to find out if users are satisfied with the services, facilities, the library environment, information sources and staff of the library. The objective was to determine the level of users satisfaction with library information resources and services. A descriptive survey research design was employed for this research and a total of 400 four hundred library. Public library survey questions template, is designed to collect feedback and opinion from anybody who is or wants to use public library. It comprised of 16 questions and took participants no longer than seven minutes to complete. The identification and fulfillment of their needs and to meet their satisfaction are the objectives any library. On the other hand, nwsc has continued to publish literature on customer satisfaction indices which are derived from annual customer surveys.
Your cooperation in completing this survey will help us provide the best possible service to you. The research developed to determine the satisfaction of the user who used the library collection. University of newcastle library customer satisfaction survey results, august 2010 top 5 gap scores by demographic how often do you come into the library. The concept of user satisfaction in the library literature likewise has evolved to include a broader focus on the users perspective of the library.
The user satisfaction survey of tallinn university of. This survey is anonymous, so feel free to indicate your candid opinion. The paper elaborates how these user surveys play a significant role in library. A survey research method was adopted to address the research. Users satisfaction with library resources and services. Utilization and user satisfaction of public library. Pdf utilization and user satisfaction of public library. Daily 1027 responses gap score a computer is available when i need one 2. Pdf customer satisfaction survey on library collection.
Library user satisfaction survey 201617 showing 393 of 393 responses showing all responses showing all questions response rate. The survey was conducted using a webbased instrument accessed from the library. A survey template with model survey questions that are recommended for use by nsw public libraries to ask users about their experience of library services. Since the role of public libraries in rendering such goals is difficult to deny. Library user surveys have become widespread in academic libraries during the past twenty years.
In 2012, loughborough university library completed a user satisfaction survey. The survey research design was adopted, using a population of 687 registered users in the college of health sciences library. This explains the importance of the library s appearance and its contribution towards user satisfaction. The current library survey, library survey of 2016, was redesigned to move beyond satisfaction.
The results are compared with those of other libraries in the database to enable us to develop the highest possible standards of service for library. Surveys have often been used as a tool to assess service quality and user satisfaction. This survey was used then to improve and effectively change services e. User satisfaction of public library services has become an imperative concern in recent times. The study focused on users satisfaction with library services at the delta state university main library, abraka, delta state. A fourth purpose of surveys is to gather demographic information about library users. Library user satisfaction survey state library of nsw. The satisfaction levels is said to generally be low due to poor service levels by the private operators, scheme operators and local governments involved in service delivery. The levels of success of these libraries are based on the level of satisfaction of their users.
Users satisfaction survey 201415 loughborough university. Using all the questions within the full user satisfaction survey. The appearance of a library, its facilities, collection, staff and services should be attractive and pleasant. Customers of the library were given the opportunity to participate in the survey in august 2016 by completing the questionnaire anonymously. Library user satisfaction survey faq university of memphis. Hiller 2001 has discussed the fact that library user satisfaction surveys have become widespread in academic libraries during the past twenty years. Library user satisfaction survey faq how will the survey be conducted. User satisfaction, user needs, academic librari es, user surveys introduction key to the success of any academic program is the quality of its library system. The aim of the survey was to identify and analyze users satisfaction with various library. Library user satisfaction survey a model for nsw public. Summary of results a survey to assess touro college faculty and student library satisfaction was conducted from december 2009 to january 2010. School library evaluation and user satisfaction in japan.
An investigation of user satisfaction on the library information resources, facilities, and services of a public university. The library staff should be very courteous and friendly in their engagements with the users. The data from this survey has already informed the thinking and planning behind the proposed 20 library refurbishment. In 201415, loughborough university library completed a user satisfaction survey. There is no doubt that satisfaction of library services influences the degree in which the. Pdf an investigation of user satisfaction on the library. Based on user comments from all three of these surveys, the library made changes to its services, policies, collections, and facilities. It also examine whether any significant difference of satisfaction exist among library client. User satisfaction is particularly important in a special library. This is the first time that it was a studentonly survey. This paper mainly focuses on the services provided by liaquat memorial library and satisfaction level of these services from user.
An assessment of user satisfaction in academic libraries. The purpose of any public library is to provide better and immediate services to their users. Bitner and hubbert 1994 suggest that user satisfaction. The association of research libraries issued four systems and procedures exchange center spec kits on user surveys. Karachi, being one the largest city of pakistan, has few public libraries at governmental level. The survey is one means through which the ict service can give a voice to its users. This report summarises the outcome of the user satisfaction survey launched by the ict service in march 2014. Instead, a wide variety of user groups exist and the library. The library repeats this survey every three years and is based upon the survey developed by sconul. This present study is an investigation of user s satisfaction with library resources and services in iit libraries in india. It is a systematic way of identifying what is working and what needs to be improved from the users perspective. Library user survey monash university library undertakes a survey every two years to give library users a voice in how we can improve our range of resources and services. This study investigated the utilization and user satisfaction of public library services in south west nigeria. Library user satisfaction survey january 25, 2010 library user satisfaction survey fall semester 20092010.
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