Surveys conducted in 142 urban public libraries examined customer satisfaction, comparisons with other libraries, and factors affecting satisfaction. Overall, customers were satisfied with their libraries but experienced different levels of satisfaction based on convenience, availability of materials and information, and services facilitating…

Discusses results of a national survey that was designed to describe the current consumer market for public library services and Internet services. Investigated the reasons they used each service, the decision criteria used when choosing one provider over the other, and how they evaluated the performance of each. (LRW)

In-house surveys of patrons conducted in 20 public libraries in a county library system revealed no meaningful differences among the samples in reasons given for selecting the library to visit or in their uses of the library, although meaningful differences were found in their evaluations of the libraries' facilities. (Author/EM)

Three urban library systems asked their patrons to read descriptions of seven library roles and to select the role that best described why they were visiting the library. From these patron surveys, each library system was able to develop profiles of the roles that its libraries play in the community. (Contains two references.) (SLW)