Delivery speed, timeliness and satisfaction: Patrons Perceptions about ILL service

Journal of Library Administration

Volumn 23, Issue 1-2, 1997, Pages 23-42

  Weaver Meyers, Pat ^a   Stolt, Wilbur ^a  

^a UNIVERSITY OF OKLAHOMA   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 85011436434     PISSN: 01930826     EISSN: 15403564     Source Type: Journal    
DOI: 10.1300/J111v23n01_03     Document Type: Article

References (22)

1. Richard Boss, Document Delivery in the United States: A Report to the Council on Library Resources (Washington, DC: Council on Library Resources, 1983).
2. Pat Weaver-Meyers, Shelley Clement and Carolyn Mahin, Interlibrary Loan in Academic and Research Libraries: Workload and Staffing (Washington, DC: Office of Management Services, Association of Research Libraries, 1988).
3. Kathleen Kurosman and Barbara Ammerman Dumiak, “Document Delivery: A Comparison of Commercial Document Suppliers and Interlibrary Loan Services, ”College and Research Libraries55 (March 1994): 129-139.
4. Wilbur Stolt, Pat Weaver-Meyers and Molly Murphy, “Interlibrary Loan and Customer Satisfaction: How Important is Delivery Speed?” in Richard Amrhein (Ed.)Continuity and Transformation: The Promise of Confluence (Chicago, IL: Association of College and Research Libraries, 1995), 365-371.
5. Anna H. Perrault and Marjo Arseneau, “User Satisfaction and Interlibrary Loan Service: A Study at Louisiana State University, ” RQ35 no. I (Fall I995):90-100;
6. Wayne Pedersen and David Gregory, “Interlibrary Loan and Commercial Document Supply: Finding the Right Fit, " Journal of Academic Librari-anship 19 (Nov. 1994): 263-272.
7. Barbara Buckner Higginbotham and Sally Bowdoin, Access Versus Assets: A Comprehensive Guide to Resource Sharing for Academic Libraries (Chicago, IL: American Library Association, 1994), 275-280
8. Barbara Buckner Higginbotham and Sally Bowdoin, WaynePedersenand David Gregory, “Interlibrary Loan and Commercial Document Supply: Finding the Right Fit, 263.
9. Kathleen Kurosman and Barbara Ammerman Dumiak, “Document Delivery: A Comparison of Commercial Document Suppliers and Interlibrary Loan Services, " 138.
10. Anna H. Perrault and Marjo Arscneau, User Satisfaction and Interlibrary Loan Service: A Study at Louisiana State University
11. Anna H. Perrault and Marjo Arscneau, Emory University ILL User Survey Form can be found at
12. Anna H. Perrault and Marjo Arscneau, A Summary report of the results of the Emory University ILL User Survey can be found at URL: http://www.emory.edu/LlB/execsum.htm.
13. Peter Hemon and Charles McClure, Evaluation and Library Decision Making (Norwood, NJ: Ablex, 1990), 34.
14. Peter hemon and charles mcclure, cronbach coefficient alpha is a standard measure of reliability that varies between zero and 1.00.
15. M. L. Herman, Idaho Interlibrary Loan: A Study of Fill Rate, Turnaround Time, Patron Satisfaction and Characteristics of Requests (Denver, CO: Graduate School of Librarianship, University of Denver, 1978), ED 165-749.
16. F. W. Lancaster, The Measurement and Evaluation of Library> Services, 235.
17. M. Stuart, “Some Effects on Library Users of the Delays in Supplying Publications, ”ASLIB Proceedings29 (January 1977): 35-45.
18. M. Stuart, All ANOVA described here were generated with SAS procedure
19. Mark T. Kinnucan, “Demand for Document Delivery and Interlibrary Loan in Academic Settings, ” Library and Information Science Research 15 (1993): 355-374.
20. Mary E. Jackson, “Integrating ILL with Document Delivery: Five Models, ”Wilson Library Bulletin68(1993): 76-78.
21. Thomas O. Jones and Earl Sasser, Jr., “Why Satisfied Customers Defect, ” Harvard Business Review 73(Nov-Dec 1996): 88-99.
22. Richard M. Dougherty, “The(re) is a future for ILL, ” ILL-L@usc.edu".