User Satisfaction Surveys in Two Italian University Libraries: Model, Results and Good Practices

  • Ilaria Moroni Head of Training, Development and Communication at the Milano-Bicocca University Library; Trainer and Consultant

Abstract

We introduce a user satisfaction survey carried out in the Milano-Bicocca University Library and in the Siena University Library in 2012, which is significant with regard to several aspects: we applied a conceptual model transferable to different library contexts (public, academic, and school libraries); we used quantitative and qualitative research methods; we tested a survey tool useful for any academic library; we compared the survey findings of the two university libraries, doing an external benchmarking; we also did an internal benchmarking in the case of Milano-Bicocca, comparing these results with those found in previous surveys; we communicated and shared quantitative and qualitative survey results, and eventually found possible improvements, thus achieving good practices.  

Published
2017-05-21
How to Cite
MORONI, Ilaria. User Satisfaction Surveys in Two Italian University Libraries: Model, Results and Good Practices. Qualitative and Quantitative Methods in Libraries, [S.l.], v. 3, n. 2, p. 391-403, may 2017. ISSN 2241-1925. Available at: <http://qqml-journal.net/index.php/qqml/article/view/147>. Date accessed: 16 june 2019.