Student expectations of, and satisfaction with, the University Library

Journal of Academic Librarianship

Volumn 24, Issue 2, 1998, Pages 161-171

  Harwood, Nicola ^a   Bydder, Jillene ^a  

^a UNIVERSITY OF WAIKATO   (New Zealand)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0000436298     PISSN: 00991333     EISSN: None     Source Type: Journal    
DOI: 10.1016/S0099-1333(98)90179-3     Document Type: Note

References (12)

1. Peter Hernon & Ellen Altman, "Service Quality in Academic Libraries" (Norwood, NJ: Ablex, 1996); Peter Hernon & Philip J. Calvert, "Methods for Measuring Service Quality in University Libraries in New Zealand," Journal of Academic Librarianship 22 (September 1996): 387-391.
2. Peter Hernon & Ellen Altman, "Service Quality in Academic Libraries" (Norwood, NJ: Ablex, 1996); Peter Hernon & Philip J. Calvert, "Methods for Measuring Service Quality in University Libraries in New Zealand," Journal of Academic Librarianship 22 (September 1996): 387-391.
3. Hernon & Calvert, "Methods for Measuring Service Quality in University Libraries in New Zealand."
4. Peter Hernon, "Measuring Service Quality in Libraries" [Workshop Papers]. Hamilton, New Zealand, 1996.
5. Hernon & Calvert, "Methods for Measuring Service Quality in University Libraries in New Zealand."
6. The times were Thursday 11-12 a.m. (45 forms), 2-3 p.m. (45 forms) and 7-8 p.m. (40 forms) : the following Saturday 11-12 a.m. (40 forms), Sunday 11-12 a.m. (20 forms), and the following Tuesday 11-12 a.m.(45 forms), 2-3 a.m.(45 forms), and 7-8 p.m.(40 forms). The Education Library gave out 12 forms in the 11-12 a.m. time slots, 13 from 2-3 p.m., 10 from 7-8 p.m., and 10 on Saturday. They are closed on Sundays. This was a representative spread over the opening hours of the Library.
7. The instructions were read with varying degrees of attention, and probably a better scheme would be to have a meeting with everyone involved, plus a meeting with all weekend staff likely to be seconded to this duty. Most staff enjoyed their sessions as a break from routine, and we hope that it also gave them an interest in the results and in service quality. The Library staff were kept informed about what was happening through our internal e-mail system.
8. It took 20 1/2 hours to input data from two surveys. The Appraisals Officer then ran the program for us and got the raw results, which the Sciences Librarian ran through Excel to make them more understandable. SPSS-X is a very flexible and powerful program and a lot more information could be extracted from our data if and when we need it.
9. For the results sheets or the summaries of Q.20 and Q.21 e-mail or write to either of the authors.
10. The six questions were: 3d - 0.25 (t=1.69)/ 7I - 0.22/ 2h - 0.19/ 2f - 0.15/ 7h - 0.06/ 7f - 0.01. Question 7 concerned waiting time for service and 2 and 3 concerned staff. The small difference in mean scores suggests that users are satisfied with the service, that is, it meets their expectations.
11. For the results sheets or the summaries of Q.20 and Q.21 e-mail or write to either of the authors.
12. Hernon & Calvert, "Methods for Measuring Service Quality in University Libraries in New Zealand." p. 388.