Document Type

Article

Publication Date

1998

Publication Title

College and Research Libraries

First Page

322

Last Page

333

DOI

http://dx.doi.org/10.5860/crl.59.4.322

Abstract

Consideration of satisfaction should be an important part of the evaluation of library services. Satisfaction depends, to some extent, on patron expectations of services. This study evaluated changes in student expectations following library instruction and how they were related to overall, long-term satisfaction with the library. Satisfaction appeared to be related to student perceptions of information accessibility, staff competence and helpfulness, computer usefulness and ease of use, and skill level for using libraries. The study suggests that libraries may be well served by measuring patron satisfaction and learning what variables drive satisfaction at particular libraries.

Rights

This is an electronic copy of an article originally published in College and Research Libraries. Archived with permission. The author(s) reserves all rights.

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