Secret shopping is a form of unobtrusive evaluation that can be accomplished with minimal effort, but still produce rich results. With as few as 11 shoppers, the author was able to identify trends in user satisfaction with services provided across two entry-level desks at Illinois Wesleyan University's The Ames Library. The focus of this secret…

Lecturers and postgraduates are among the users of the university libraries and their perception of the libraries has influence on utilization of the information resources, hence the need for this study. Survey method was adopted for the study and simple random sampling method was used to select sample size of 38 lecturers and 233 postgraduates.…

The study investigates the relationship between impact of electronic resources and its usage in academic libraries in Ghana: evidence from Koforidua Polytechnic & All Nations University College, Ghana. The study was a quantitative approach using questionnaire to gather data and information. A valid response rate of 58.5% was assumed. SPSS…

This article reports upon the assessment and research activities undertaken by a research group of faculty librarians at Hunter College regarding the perceptions, awareness, and usage of library services by non-librarian faculty members. Given the initial directive to measure faculty satisfaction with library services, the research group developed…

In September 2011, Flinders University Library launched FindIt@Flinders, the Primo discovery layer search to provide simultaneous results from the Library's collections and subscription databases. This research project was an exploratory case study which aimed to show whether students were finding relevant information for their course learning and…

The study carried out at Makerere University and Uganda Martyrs University in 2010 aimed at providing strategies for enhanced distance learning library services in terms of convenience and adequacy. The study adopted a cross sectional descriptive survey design. The study revealed services provided in branch libraries in Ugandan universities were…

Regular evaluation of archival reference services is essential to ensure that users have appropriate access to the information they need. Archives New Zealand has been measuring customer satisfaction for many years using self-completion questionnaires but recently trialed two new methods of evaluation, using external research companies. One…

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…

Web-scale discovery systems are becoming prevalent in research libraries. Although a number of studies have explored various impacts of discovery systems, few studies exist on user satisfaction. The investigators of this study evaluated user satisfaction with the discovery service Summon at Ryerson University, using online questionnaires and…

This study is an examination of the various uses of and attitudes toward public, school and academic libraries by children and young adults. The information on which the analysis is based was derived from 300 questionnaires completed by patrons of libraries in five cities. The questionnaire used and the raw data received are included in the…

A library survey was conducted during February 1983 to ascertain the characteristics of the user population, user needs, and user satisfaction with library services in five science and technology libraries at the University of Texas at Austin, including the chemistry, engineering, geology, physics-mathematics-astronomy, and science libraries. A…

Summarizes a 1984 survey of four presidential libraries which identified patterns of behavior within groups of researchers. Data were collected on user's academic, professional, or private affiliation; topics of study; advance preparation; and previous archival research. Findings show users of presidential libraries place high value on personal…

This collection of library documents, which illustrates current techniques for conducting user studies in order to facilitate specific public services planning and priority-setting efforts at the member libraries of the Association of Research Libraries (ARL), contains excerpts from: (1) four general user studies conducted at the University of…

This study examined whether user satisfaction with library services is affected by certain objective and subjective librarian behaviors exhibited during the reference interview. A patron survey was conducted during July 1993 in three branches of Cuyahoga County Public Library, located in northeastern Ohio. The sample was determined by the patrons…

Ninety-one randomly selected users of the University of Oregon map library were surveyed in a term project to determine user characteristics and opinions, and results were compared with a 1972 survey. Data were collected on user status, fields of study, reasons for use, frequency and time of use, type of materials used, and satisfaction with…