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Peer reviewedCarter, David S.; Janes, Joseph – Library Trends, 2000
Presents results of an exploratory study attempting to establish a methodology for the unobtrusive analysis of a digital reference enterprise. Logs of over 3,000 questions asked of the Internet Public Library in early 1999 were analyzed on the basis of questions asked, self-selected demographic information, how those questions were handled, and…
Descriptors: Data Analysis, Electronic Libraries, Information Services, Internet
Peer reviewedCullen, Rowena – Library Trends, 2001
Discusses academic libraries, digital environments, increasing competition, the relationship between service quality and user satisfaction, and user surveys. Describes the SERVQUAL model that measures service quality and user satisfaction in academic libraries; considers gaps between user expectations and managers' perceptions of user…
Descriptors: Academic Libraries, Competition, Electronic Libraries, Higher Education
