User satisfaction with the interlibrary loan system at Camden County Library: a case study
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| Title: | User satisfaction with the interlibrary loan system at Camden County Library: a case study |
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| Authors: | Pierce, Jennifer L. |
| Committee Members: | Willett, Holly G. |
| Summary: | The purpose of the study was to determine patron satisfaction with the interlibrary loan system at Camden County Library in New Jersey. The researcher experienced the interlibrary loan process fist-hand at the main library in Voorhees. Protecting patron confidentiality and anonymity, a four-page questionnaire survey was included with 150 interlibrary loan items that were picked up by patrons between March 9, 2000 and June 6, 2000. Of the 79 surveys returned, 76 were usable for this study. The overall conclusion is that respondents were satisfied: 96.05% were satisfied with staff helpfulness, 82.89% were satisfied with the time it took to get the item, and 90.79% were satisfied with the ease of the ILL process. Respondents gave lower satisfaction ratings for past ILL requests: 84.62% for staff helpfulness and 78.85% for time to get the item. Only 7 people (9.21% of the total respondents) indicated any dissatisfaction. |
| URL: | https://rdw.rowan.edu/etd/1595 |
| Database: | OpenDissertations |
| Abstract: | The purpose of the study was to determine patron satisfaction with the interlibrary loan system at Camden County Library in New Jersey. The researcher experienced the interlibrary loan process fist-hand at the main library in Voorhees. Protecting patron confidentiality and anonymity, a four-page questionnaire survey was included with 150 interlibrary loan items that were picked up by patrons between March 9, 2000 and June 6, 2000. Of the 79 surveys returned, 76 were usable for this study. The overall conclusion is that respondents were satisfied: 96.05% were satisfied with staff helpfulness, 82.89% were satisfied with the time it took to get the item, and 90.79% were satisfied with the ease of the ILL process. Respondents gave lower satisfaction ratings for past ILL requests: 84.62% for staff helpfulness and 78.85% for time to get the item. Only 7 people (9.21% of the total respondents) indicated any dissatisfaction. |
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