User Satisfaction Surveys in Two Italian University Libraries: Model, Results and Good Practices

Moroni, Ilaria User Satisfaction Surveys in Two Italian University Libraries: Model, Results and Good Practices., 2014 . In 5th International Conference on Qualitative and Quantitative Methods in Libraries (QQML 2013), Rome, Italy, June 4-7, 2013. [Conference paper]

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English abstract

We introduce a user satisfaction survey carried out in the Milano-Bicocca University Library and in the Siena University Library in 2012, which is significant with regard to several aspects: we applied a conceptual model transferable to different library contexts (public, academic, and school libraries); we used quantitative and qualitative research methods; we tested a survey tool useful for any academic library; we compared the survey findings of the two university libraries, doing an external benchmarking; we also did an internal benchmarking in the case of Milano-Bicocca, comparing these results with those found in previous surveys; we communicated and shared quantitative and qualitative survey results, and eventually found possible improvements, thus achieving good practices.

Item type: Conference paper
Keywords: Quality Evaluation, User Satisfaction, Quantitative Methods, Qualitative Methods, Surveys, Continuing Improvement, Academic Libraries, Library Services, Case Study, Good Practices
Subjects: C. Users, literacy and reading. > CA. Use studies.
C. Users, literacy and reading. > CB. User studies.
C. Users, literacy and reading. > CD. User training, promotion, activities, education.
D. Libraries as physical collections. > DD. Academic libraries.
F. Management. > FA. Co-operation.
F. Management. > FB. Marketing.
Depositing user: ilaria moroni
Date deposited: 23 Feb 2015 08:05
Last modified: 23 Feb 2015 08:05


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