ERIC Number: ED367336
Record Type: RIE
Publication Date: 1993-Nov-15
Reference Count: N/A
Patron Survey of User Satisfaction with Library Services: Relationship between Librarian Behaviors during the Reference Interview and User Satisfaction.
Nichols, Mary Ellen
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)
Publication Type: Dissertations/Theses - Masters Theses; Tests/Questionnaires
Education Level: N/A
Authoring Institution: N/A
Identifiers: Cuyahoga County Public Library OH; Librarian Evaluation; Reference Questions; Reference Transactions
Note: M.L.S. Research Paper, Kent State University.