Illinois Digital Environment for Access to Learning and Scholarship (University of Illinois at Urbana-Champaign) · 2001 · 93 citations · 3 references
Open access
BusinessHigher EducationInformation SystemsFormative AssessmentPerformance MeasurementUser Experience DesignConsumer SatisfactionCustomer SatisfactionLibrary DesignPerformance EvaluationUser Needs AnalysisUser ResearchLibrary AdministrationLibrary InstructionLibrary Quality ControlSatisfactionUniversity LibrariesUser SatisfactionUser Satisfaction Evaluation
HAS CONDUCTEDfaculty and student library surveys since 1992.Surveys are sent to all faculty and a random sample of graduate and undergraduate students.Results have revealed significant variation within and between user groups concerning library satisfaction, use, priorities, and importance.There were 2,749 responses to the most recent survey in 1998, including more than 1,500completed surveys returned from faculty.These large-scale surveys, while extraordinarily valuable, have proven costly and time-consuming to design, administer, and analyze.The ARL LibQUAL+ pilot offered an opportunity to employ a different methodology and design that focused on quality of service and library support through a Web-based survey.This article discusses issues and results associated with these different approaches.
3