Patron Survey of User Satisfaction with Library Services: Relationship between Librarian Behaviors during the Reference Interview and User Satisfaction.
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ERIC Institute of Education Sciences
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| Format: | Recurso educativo Open Access |
| Language: | en |
| Published: |
1993
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| _version_ | 1867180780908707840 |
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| author | Nichols, Mary Ellen |
| author_facet | Nichols, Mary Ellen Nichols, Mary Ellen |
| collection | Education Resources Information Center |
| contents | Patron Survey of User Satisfaction with Library Services: Relationship between Librarian Behaviors during the Reference Interview and User Satisfaction. Nichols, Mary Ellen Evaluation Methods Interviews Librarian Attitudes Librarians Library Research Library Services Public Libraries Questionnaires Reference Services User Satisfaction (Information) This study examined whether user satisfaction with library services is affected by certain objective and subjective librarian behaviors exhibited during the reference interview. A patron survey was conducted during July 1993 in three branches of Cuyahoga County Public Library, located in northeastern Ohio. The sample was determined by the patrons who had used the reference services at the branch and chose to complete the survey. The survey included questions which measured the friendliness and the helpfulness of the reference librarian during the reference interview. The results substantiate the opinion that patrons rate library service highly when they are comfortable with librarian behaviors. Librarian friendliness and helpfulness seem to affect patron rating of library services. Patrons rate service as average when comfort level with the librarian was low or if the librarian appeared to be indifferent to the query. The survey instrument is included in the appendix. (Contains 77 references.) (Author/JLB) |
| format | Recurso educativo Open Access |
| id | eric_ED367336 |
| institution | ERIC Institute of Education Sciences |
| language | en |
| publishDate | 1993 |
| record_format | eric |
| spellingShingle | Patron Survey of User Satisfaction with Library Services: Relationship between Librarian Behaviors during the Reference Interview and User Satisfaction. Nichols, Mary Ellen Evaluation Methods Interviews Librarian Attitudes Librarians Library Research Library Services Public Libraries Questionnaires Reference Services User Satisfaction (Information) Patron Survey of User Satisfaction with Library Services: Relationship between Librarian Behaviors during the Reference Interview and User Satisfaction. Nichols, Mary Ellen Evaluation Methods Interviews Librarian Attitudes Librarians Library Research Library Services Public Libraries Questionnaires Reference Services User Satisfaction (Information) This study examined whether user satisfaction with library services is affected by certain objective and subjective librarian behaviors exhibited during the reference interview. A patron survey was conducted during July 1993 in three branches of Cuyahoga County Public Library, located in northeastern Ohio. The sample was determined by the patrons who had used the reference services at the branch and chose to complete the survey. The survey included questions which measured the friendliness and the helpfulness of the reference librarian during the reference interview. The results substantiate the opinion that patrons rate library service highly when they are comfortable with librarian behaviors. Librarian friendliness and helpfulness seem to affect patron rating of library services. Patrons rate service as average when comfort level with the librarian was low or if the librarian appeared to be indifferent to the query. The survey instrument is included in the appendix. (Contains 77 references.) (Author/JLB) |
| title | Patron Survey of User Satisfaction with Library Services: Relationship between Librarian Behaviors during the Reference Interview and User Satisfaction. |
| topic | Evaluation Methods Interviews Librarian Attitudes Librarians Library Research Library Services Public Libraries Questionnaires Reference Services User Satisfaction (Information) |
| url | https://eric.ed.gov/?id=ED367336 |