Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

User satisfaction surveys as decision making resources at the University of Bologna

User satisfaction surveys as decision making resources at the University of Bologna Purpose – The academic libraries of the University of Bologna situated in Cesena, Forlì, Ravenna and Rimini carried out two surveys about users' satisfaction, in order to improve services. This paper aims to present the results of these surveys. Design/methodology/approach – Two surveys were carried out: in 2007 and in 2010. The second one aimed to verify whether the actions adopted following the 2007 questionnaire had been appreciated. The 2007 survey adopted the interviewer‐assisted administration technique, the 2010 was online. Findings – The 2010 questionnaire gave information about users' expectations and actions to be taken: the number of students unaware of advanced services is high. Librarians will work to broaden the use of them. Research limitations/implications – The online questionnaire was adopted because in 2007 many professors could not come to the library during the two‐weeks survey. The result was that a higher number of professors answered the questionnaire, but fewer students. That was probably due to the fact that most students do not use the institutional e‐address. The authors aim to move to a double questionnaire giving in 2013: interviewer‐assisted administration and online. Practical implications – The number of students unaware of advanced services is high; librarians need to work to broaden the use of them. Social implications – The survey was an opportunity to focus on the importance of the collaboration between faculty and librarians. The best results are achieved by working together: they share the same mission. If they join their different competencies, they can be integrated. Originality/value – The paper has a double approach: quantitative and qualitative. Moreover, during the same week of the survey a focus group is carried out, to focus on the critical areas of the questionnaire and offer support for actions. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Library Management Emerald Publishing

User satisfaction surveys as decision making resources at the University of Bologna

Download PDF
9 pages

Loading next page...
 
/lp/emerald-publishing/user-satisfaction-surveys-as-decision-making-resources-at-the-hp9Zg5Z18A

References (21)

Publisher
Emerald Publishing
Copyright
Copyright © 2012 Emerald Group Publishing Limited. All rights reserved.
ISSN
0143-5124
DOI
10.1108/01435121211217027
Publisher site
See Article on Publisher Site

Abstract

Purpose – The academic libraries of the University of Bologna situated in Cesena, Forlì, Ravenna and Rimini carried out two surveys about users' satisfaction, in order to improve services. This paper aims to present the results of these surveys. Design/methodology/approach – Two surveys were carried out: in 2007 and in 2010. The second one aimed to verify whether the actions adopted following the 2007 questionnaire had been appreciated. The 2007 survey adopted the interviewer‐assisted administration technique, the 2010 was online. Findings – The 2010 questionnaire gave information about users' expectations and actions to be taken: the number of students unaware of advanced services is high. Librarians will work to broaden the use of them. Research limitations/implications – The online questionnaire was adopted because in 2007 many professors could not come to the library during the two‐weeks survey. The result was that a higher number of professors answered the questionnaire, but fewer students. That was probably due to the fact that most students do not use the institutional e‐address. The authors aim to move to a double questionnaire giving in 2013: interviewer‐assisted administration and online. Practical implications – The number of students unaware of advanced services is high; librarians need to work to broaden the use of them. Social implications – The survey was an opportunity to focus on the importance of the collaboration between faculty and librarians. The best results are achieved by working together: they share the same mission. If they join their different competencies, they can be integrated. Originality/value – The paper has a double approach: quantitative and qualitative. Moreover, during the same week of the survey a focus group is carried out, to focus on the critical areas of the questionnaire and offer support for actions.

Journal

Library Management – Emerald Publishing

Published: Feb 17, 2012

Keywords: Surveys; Users' satisfaction; Focus groups; Academic libraries; User studies

There are no references for this article.