An Assessment of Student Satisfaction with a Circulating Laptop Service

Abstract

Since May of 2000, Colorado State University’s (CSU) Morgan Library has provided a laptop computer lending service. In five years the service had expanded from 20 to 172 laptops. Although the service was deemed a success, users complained about slow laptop startups, lost data, and lost wireless connections. In the fall of 2005, the program was formally assessed using a customer satisfaction survey. This paper discusses the results of the survey and changes made to the service based on user feedback.

A Domain-Specific Validation of the Core Self-Evaluations Scale

“…Recent research has examined the effect of Wikis (Hazari, North, & Moreland, 2009), availability of online courses (Endres, Chowdhury, Frye, & Hurtubis, 2009), changes to the physical classroom environment (Hill & Epps, 2009), lending of laptop computers (Feldmann, Wess, & Moothart, 2008), perceptions of communication and course content (Parayitam, Desai, & Phelps, 2007), management of student expectations (Appleton-Knapp & Krentler, 2006), person-environment fit (Westermann, Nowicki, & Plante, 2002), availability of interactive television-based courses (Anderson, Banks, & Leary, 2002), peer mentoring of freshmen students (Sanchez, Bauer, & Paronto, 2006), and Herzberg's two-factor theory (DeShields, Kara, & Kaynak, 2005) on aspects of college students' satisfaction. University administrators are concerned about student satisfaction because satisfied students are more involved with their alma maters via alumni giving and alumni participation in activities designed to promote their alma maters (Gaier, 2005).…”

Technology Lending in the Time of Covid-19: Meeting Curricular Needs

“…Early laptop lending by libraries began nearly three decades ago as Becker's (2014) thorough review of laptop-lending programs describes. In order to evaluate laptop lending, research has examined satisfaction, circulation rates, policies, procedures, and expanding laptop programs (Atlas, Garza, & Hinshaw, 2007;Briden & Marshall, 2010;DiRenzo, 2002;Dugan, 2001;Feldmann, Wess, & Moothart, 2008;Munson & Malia, 2008). In order to more closely understand how students are using library laptops, Hsieh and Holden (2008) found that students who checked out laptops used them to do research, complete assignments, and check e-mail.…”

8 Years of institutional assessment feedback: students’ satisfaction with library services

“…Surveys can be used to measure service satisfaction with individual programs or new service models as well. Colorado State University surveyed laptop users on their satisfaction with the loaning program (Feldmann et al, 2008), and Alberta Health Services deployed a user satisfaction survey to determine whether a new library service model was effective (Powelson and Reaume, 2012). By conducting ongoing assessments of and responding to their customers' expectations, libraries can develop and enhance relationships with their users (Hernon, 2002).…”

“…A combination of quantitative and qualitative responses is the most popular library satisfaction survey design (Begay et al, 2004;Detlor and Ball, 2015;Feldmann et al, 2008;Greenwood et al, 2011;Odera-Kwach and Ngulube, 2011;Thomson-Roos, 2005). Libraries using standardized quality and satisfaction surveys such as LibQUALþ® use the quantitative responses to assess gaps in service expectation and experience (Greenwood et al, 2011).…”