Understanding Library Users via Surveys and Other Methods—Best Practices for Evidence-Based Library Development

Abstract

A survey was performed over all university libraries within the Association of European Research Libraries (LIBER) in order to study how different methods of user input are utilized. Libraries using analysis based on explorative methods-such as UX and process mapping-report significantly increased user knowledge and perceived well-function. Over three-fourths of the respondents reported performing general user surveys. Surveys offer ease of collection, effectively gather researcher user group input and generate data suitable for communicating library value to stakeholders. However, it is resource-demanding to transfer findings into service changes, especially for smaller libraries, and results often support stepwise improvements rather than discovery of new services.

Performance evaluation of service quality and user satisfaction in selected Zimbabwe university libraries.

“…Therefore, considering the selection criteria of Creswell (2016Creswell ( :2021 and the checklist of Osanloo (2004), this theory was eliminated from this research because it does not fulfil the study objectives. Carlsmith and Aronson (1963) proposed the Negativity theory. Negativity theory, just as Assimilation, Contrast and Assimilation-Contrast theory do, has its foundations in the disconfirmation process.…”

“…When a painful solution was expected and the sweet solution tasted, an unmatched expectancy resulted in a rating of less sweet, which would support ontrast theory. Carlsmith and Aronson (1963) explained this conflict by suggesting that an unprecedented expectation in consumers' emotions will result in an aversive negative state, which causes them to generalise this adverse effect to all other objects. The theory implies that any unmatched expectation, regardless of being exceeded or left short, would result in a lower perceived performance rating than actual or objective performance.…”