User satisfaction surveys as decision making resources at the University of Bologna
| Pages | 142-150 |
| DOI | https://doi.org/10.1108/01435121211217027 |
| Published date | 17 February 2012 |
| Date | 17 February 2012 |
| Author | Alessandra Citti,Angela Politi,Fulvia Sabattini,Chiara Semenzato |
| Subject Matter | Library & information science |
User satisfaction surveys as
decision making resources at the
University of Bologna
Alessandra Citti
Polo Scientifico didattico di Rimini, Universita
`di Bologna, Rimini, Italy
Angela Politi
Polo Scientifico didattico di Forlı
`, Universita
`di Bologna, Forli, Italy
Fulvia Sabattini
Polo Scientifico didattico di Cesena, Universita
`di Bologna, Cesena, Italy, and
Chiara Semenzato
Polo Scientifico didattico di Ravenna, Universita
`di Bologna, Ravenna, Italy
Abstract
Purpose – The academic libraries of the University of Bologna situated in Cesena, Forlı
`, Ravenna
and Rimini carried out two surveys about users’ satisfaction, in order to improve services. This paper
aims to present the results of these surveys.
Design/methodology/approach – Two surveys were carried out: in 2007 and in 2010. The second
one aimed to verify whether the actions adopted following the 2007 questionnaire had been
appreciated. The 2007 survey adopted the interviewer-assisted administration technique, the 2010 was
online.
Findings – The 2010 questionnaire gave information about users’ expectations and actions to be
taken: the number of students unaware of advanced services is high. Librarians will work to broaden
the use of them.
Research limitations/implications – The online questionnaire was adopted because in 2007
many professors could not come to the library during the two-weeks survey. The result was that a
higher number of professors answered the questionnaire, but fewer students. That was probably due
to the fact that most students do not use the institutional e-address. The authors aim to move to a
double questionnaire giving in 2013: interviewer-assisted administration and online.
Practical implications – The number of students unaware of advanced services is high; librarians
need to work to broaden the use of them.
Social implications – The survey was an opportunity to focus on the importance of the
collaboration between faculty and librarians. The best results are achieved by working together: they
share the same mission. If they join their different competencies, they can be integrated.
Originality/value – The paper has a double approach: quantitative and qualitative. Moreover,
during the same week of the survey a focus group is carried out, to focus on the critical areas of the
questionnaire and offer support for actions.
Keywords Surveys, Users’satisfaction, Focus groups, Academiclibraries, User studies
Paper type Case study
The current issue and full text archive of this journal is available at
www.emeraldinsight.com/0143-5124.htm
This paper was originally presented at the QQML Conference in Athens, Greece between 24-27
May 2011.
LM
33,3
142
Received 25 August 2011
Accepted 15 October 2011
Library Management
Vol. 33 No. 3, 2012
pp. 142-150
qEmerald Group Publishing Limited
0143-5124
DOI 10.1108/01435121211217027
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