ERIC Number: EJ731798
Record Type: Journal
Publication Date: 2004-Mar
Satisfaction Formation Processes in Library Users: Understanding Multisource Effects
Shi, Xi; Holahan, Patricia J.; Jurkat, M. Peter
Journal of Academic Librarianship, v30 n2 p122-131 Mar 2004
This study explores whether disconfirmation theory can explain satisfaction formation processes in library users. Both library users' needs and expectations are investigated as disconfirmation standards. Overall library user satisfaction is predicted to be a function of two independent sources--satisfaction with the information product received and satisfaction with the information system and library services used to retrieve the information product. Both sources are hypothesized to contribute independently to satisfaction in library users.
Descriptors: User Satisfaction (Information), Library Services, Information Systems, User Needs (Information)
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Publication Type: Journal Articles; Reports - Evaluative
Education Level: N/A
Audience: Media Staff
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