Among specialized applications of the well-known SERVQUAL scale for measuring perceptions of service quality, the LibQUAL[superscript +[TM]] survey system has found widespread use in assessment of the quality of libraries. Three main dimensions of library quality have been identified: Information Control, Library as Place and Affect of Service.…

This paper applied Grey Relational Analysis (GRA) to Quality Function Deployment (QFD) to identify service improvement techniques for an academic library. First, reader needs and their importance, and satisfaction degrees were examined via questionnaires. Second, the service improvement techniques for satisfying the reader needs were developed by…

2007 data from LibQUAL+[TM] and the ACRL Library Trends and Statistics database were analyzed to determine if there is a statistically significant correlation between library expenditures and usage statistics and library patron satisfaction across 73 universities. The results show that users of larger, better funded libraries have higher…

Results of a multi-campus survey compare self-assessment of online skills and frequency of use to satisfaction with services. Students who rated skills as high also reported satisfaction with library services. Lower self-assessed skills are associated with lower satisfaction and non-use of services. Librarians may consider using self-assessed…

Daylighting, a controlled architectural tool that influences users' perception and behavior, in university libraries and their influences on users' preference and satisfaction was examined in this study. The effects of daylighting in coordination with visual comfort, on university library users were measured in relation to four environmental…

This study explores the extent to which undergraduate and graduate students in China differ in their digital library use. Unlike the factors promoting digital library use, non-use factors, perceived influences, and degree of satisfaction are quite different between undergraduate and graduate students due to their differing emphases and…

This paper proposes utilizing a combination of the Quality Function Deployment (QFD)-Kano model as a useful tool to evaluate service quality. The digital library of the University of Guadalajara (Mexico) is presented as a case study. Data to feed the QFD-Kano model was gathered by an online questionnaire that was made available to users on the…

A survey was conducted in Fall 2008 to determine the library use and needs of Master of Social Work students at Marywood University. Full-time, Part-time, Weekend, and Satellite students were surveyed. Survey results and implications for Marywood Library's service to nontraditional students and for the academic library community are discussed.…

At the University of Massachusetts Amherst's W.E.B. Du Bois Library's Learning Commons, only reference librarians staff the Reference and Research Assistance Desk. Surveys, a focus group, reference question transcriptions, and question-type tallies indicate that this service model is strongly preferred by users and librarians over the previous…

The LibQUAL+[TM] survey was used in 2006 to assess library service quality at the University of Notre Dame. While results showed that the Libraries were meeting users' expectations for service in most areas, a closer examination of the data revealed dissatisfaction from a subgroup of users in one particular dimension of library services. This…

This paper gives the result of a 2007 survey of faculty at eight academic departments at Louisiana State University, asking them about the usefulness for their needs of an extension of the scholarly communication system by digital repositories. (Contains 3 tables and 2 figures.)

This study explores whether disconfirmation theory can explain satisfaction formation processes in library users. Both library users' needs and expectations are investigated as disconfirmation standards. Overall library user satisfaction is predicted to be a function of two independent sources--satisfaction with the information product received…

This study investigates the satisfaction of library users at Wayne State University who utilize alternative information access methods. The LibQUAL+[TM] desired and perceived that satisfaction ratings are used to determine the user's "superiority gap." By focusing limited library resources to address "superiority gap" issues identified by each…

A patron questionnaire was used to collect data on why materials were not found. Reasons cited included inadequacy of user catalog skills, reluctance to ask for help, not always receiving help upon requesting it, and needed materials were frequently checked out. Programs to correct the problems are suggested. (JAB)

Describes a survey conducted at Pennsylvania State University, Behrend College that investigated students' experience with and reactions to a new electronic reserve system (ERS). Results document active use, a preference for ERS over traditional reserves, and enthusiasm with enhanced access, especially for off-campus students. (Author/LRW)