Title

Meeting Academic Needs for Information: A Customer Service Approach

Date of this Version

October 2008

Document Type

Article

Published in:

Portal: Libraries and the Academy, 8 (No. 4, 2008): 357-71.

Abstract

Should academic libraries seek to improve general satisfaction with their services, or are some services more important than others? This article asserts that faculty and students mainly want information resources. The research analyzes LibQual+TM data to determine which other library resources contribute to information satisfaction among users. The conclusion is that access mechanisms are very important predictors of information resource satisfaction, but library facilities and library staff are negligible predictors. This is true across different groups of users.