A study on library users’ satisfaction evaluation in Greek academic libraries

• Κύριοι συγγραφείς: Giannopoulou, Angeliki, Kalliabakou, Vasiliki
• Άλλοι συγγραφείς: Γιαννοπούλου, Αγγελική
• Μορφή: Conference (paper)
• Γλώσσα: English
• Έκδοση: 2015
• Θέματα: Academic libraries; User satisfaction; Service quality; Service evaluation; Servqual; Greece; Ελληνικές ακαδημαϊκές βιβλιοθήκες; Ικανοποίηση χρηστών; Ποιότητα υπηρεσιών; Αξιολόγηση υπηρεσιών

Libraries have always intended to provide qualitative services to their users. SERVQUAL is a customer satisfaction survey used by thousands of academic libraries worldwide and also is the model of quality measurement that we have utilized in our empirical study. Specifically, it is a national survey on evaluation the services that offered in Hellenic academic libraries in the past years. This study aims: (a) to identify the level of usage of services provided by the Greek academic libraries, (b) to evaluate these services according to user perceptions and (c) to utilize the dimensions proposed by the SERVQUAL instrument to assess the overall user satisfaction when interacting with the library environment. Quota sampling approach was employed to obtain approximately proportional sized samples of respondents from the users of 21 Greek academic libraries. The final sample was 950 library users. Empirical findings report that users know and use more the traditional services than the electronic services provided by the Greek academic libraries. Findings also revealed that users evaluate the quality of both traditional and electronic services almost equally and above average. Moreover, library users are more satisfied with the conduct of staff and less satisfied, first, with the library as a study place and then with the library collection.