Measuring user satisfaction: a case study at the PGlM Branch Library at Peradeniya

The paper discusses the results of a user satisfaction survey as a guide to improve the collection and services of a library. The purpose of the library survey conducted in 2005 was to evaluate satisfaction of users over currently available resources; service quality and assess future information needs of the users of PGlM Branch Library at Peradeniya. The questionnaire was distributed among a random sample of 120 users and 74 responded. Most respondents were somewhat or very satisfied with overall library services and staff performance; moderately satisfied with the print collection; and least satisfied with space and ventilation; lack of study areas and the noisy environment. The helpfulness of the staff was rated the best.

Based on the findings, several steps were taken to modify or change collection development, services and customer care. The more grieving problems that are still to be answered by the authorities were forwarded for their attention. Survey led to more intimate analyzing of the strengths and weaknesses of the library and it was illustrated that such studies are needed in regular intervals for improvement.    

 doi: 10.4038/jula.v10i0.317

Journal of the University Librarians Association of Sri Lanka (Vol. 10) 2006 p.40-53