Library Service Quality and Satisfaction Survey

Ideal Library

Directions: Based on your experiences as a user of library services, please think about the ideal kind of library that would deliver an excellent service quality. Please indicate the extent to which you think such a library should possess the feature described by each of the statements listed below.

If you feel a feature is “of no importance” for excellent libraries, select the number “1” for “strongly disagree.”

If you feel a feature is “of highest importance” for excellent libraries, select “10” for “strongly agree.”

If your feelings are less strong, select one of the numbers in the middle.

If you have “no opinion,” however, please skip the statement.

Thomas University Library

Directions: The same set of statements relate to your feelings about the services offered by the Thomas University Library. For each statement, please show the extent to which you believe the library has the feature described by the statement.

Selecting a “1” means that you “strongly disagree” that the library has that feature.

Selecting a “10” means that you “strongly agree.”

You may select any of the numbers in the middle that reflect your feelings.

If you have “no opinion,” however, please skip the statement.

 

1. The online catalog

a. Displays information that is clear and easy to understand

b. Has easy-to-follow instructions

c. Indicates the number of copies available

d. Is an accurate source of information about all materials held by the library

e. Is easily accessible from outside the library building

2. The library web site

a. Is attractive

b. Is easy to navigate

c. Enables me to

 

(1) Access a variety of electronic resources

(2) Interact with library staff

(3) Log on easily

(4) Log on whenever I want

d. Includes online request forms (reference, interlibrary loan)

3. Equipment in good working order is available when I need it. The library provides

a. Computer dedicated only for online catalog use

b. Computer printers

c. Computer workstations (for access to the web, electronic texts, and journals)

d. Microform/fiche printers

e. Microform/fiche readers

f. Photocopiers

4. The staff are

a. Approachable and welcoming

b. Available when I need them

c. Courteous and polite

d. Expert in

 

(1) Finding general information

(2) The literature of my discipline

e. Friendly and easy to talk to

5. The staff provide assistance to help me

a. Identify resources I need

b. Retrieve resources I need

c. Evaluate information I find

d. Learn how to find information

6. Library materials

a. Encompass curriculum-supporting videos and films

b. Meet my course/research needs

7. Materials requested from closed stacks come within the time frame quoted by the library staff

8. When I request materials, I am told how long they will take to arrive

a. From restricted collections

b. Through interlibrary loan

9. Materials are

a. In their proper places on the shelves

b. Reshelved promptly

10. It is easy to

a. Browse print collections

b. Find where materials are located in the building

11. Directional signs are clear and helpful

12. It is easy to find out, in advance, when the library is open

13. The library fine policy is clearly stated

14. Any other expectations which you consider important:

A.

B.

C.

Ideal Library

 

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

 

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

 

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

 

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

 

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

 

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

 

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

 

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

 

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

 

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

 

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

 

 

Select 1 2 3 4 5 6 7 8 9 10

 

 

Select 1 2 3 4 5 6 7 8 9 10

 

 

Select 1 2 3 4 5 6 7 8 9 10

Thomas University Library

 

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

 

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

 

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

 

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

 

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

 

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

 

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

 

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

 

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

 

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

 

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

Select 1 2 3 4 5 6 7 8 9 10

 

 

Select 1 2 3 4 5 6 7 8 9 10

 

 

Select 1 2 3 4 5 6 7 8 9 10

 

 

Select 1 2 3 4 5 6 7 8 9 10

15. The appearance and functionality of the library’s physical facilities and equipment.

 

16. The library’s ability to perform promised services dependably and accurately.

 

17. The library’s willingness to help users and provide prompt services.

 

18. The knowledge and courtesy of the library staff and their ability to inspire trust and confidence.

 

19. The caring, individualized attention the library provides to its users.

 

20. Timely, ready, and easy access to relevant material.

 

21. Convenient hours of operation.

 

22. Improved acces to electronic collections.

 

23. A physical building that serves as a place of information-gathering, study, and reflection.

 

24. Deep collections of relevant material –print and electronic- to meet my immediate needs

 

25. Self-reliant in finding information/sources held by the library

 

 

26. Which one feature among items 15-25 is most important to you?

27. Which one feature among items 15-25 is least important to you?

28. Is there anything else not included in the features of items 15-25 that you find important in evaluating the quality of service you receive?

 

Select 15 16 17 18 19 20 21 22 23 24 25

Select 15 16 17 18 19 20 21 22 23 24 25

29. Overall, to what extend does the service that the TU Library provides meet your expectations for an excellent library?

30. Please estimate how many times you have used the library during this school term.

31. What best describes you?

32. When do you take the majority of your classes?

33. What general category best describes your discipline?

Select Falls Short -3 -2 -1 Meets 0 +1 +2 Surpasses +3

Select Daily Several times a week Once a week Less than once a week Other-please specify

Select Freshman Sohpomore Junior Senior Graduate Faculty Staff Other-please specify

Select Day Evening

Select Behavioral Sciences Humanities Medical Sciences Physical Sciences Social Sciences Education Undecided