An Assessment of User Satisfaction in Academic Libraries: a case study of the Fiji National University Library

Sandhya Deo

MPRA Paper from University Library of Munich, Germany

Abstract: The purpose of this paper is to examine the degree of user satisfaction regarding the Fiji National University library services through library user surveys. The paper elaborates how these user surveys play a significant role in library service quality enhancement for students and academic to conduct their research and advance their knowledge. The FNU Library is ISO 9001:2008 certified and is the only library in the South Pacific holding ISO certification which therefore plays a vital role in carrying out the survey. The survey was carried out from 3rd September to 1st October 2015 with a vision to obtain valuable feedback from the users and to provide high quality and responsive one-stop service at all 16 FNU libraries. The paper describes these surveys, including the end results and the improvements to be adopted. Responses gathered from user surveys provide literally important information for improving library services. Through these user surveys, the library received a large amount of data to be analyzed. A summary of user surveys, including ways of doing things, and putting into use as well as data analysis, might offer reference and practical experience for the FNU libraries. User survey plays an important role in the library's service quality improvement. The paper provides a valuable summary and practical knowledge of the topic.

Keywords: User satisfaction; Service quality; Customer satisfaction; Libraries (search for similar items in EconPapers)
JEL-codes: I23 M30 (search for similar items in EconPapers)
Date: 2016-07, Revised 2016-07-08
New Economics Papers: this item is included in nep-ger
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Persistent link: https://EconPapers.repec.org/RePEc:pra:mprapa:72409

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