10-Years Library User Satisfaction Survey Review

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10-Years 2007-2017 Library User Satisfaction Survey Review

Lingnan University moved to the Tuen Mun Campus in 1995. Since 1997, the Library has been conducting an annual user satisfaction survey to measure how our users feel about the library services, resources and facilities. The satisfaction rates on 6 different categories covering more than 30 items are collected. Each year, based on your comments, we review our policies and introduce new or re-organize current services for achieving a greater user satisfaction.

We are pleased to report that in the past decade, there is an overall increase of 8.49% of user satisfaction from 3.65 to 3.96 in a 5-point scale. The top improving category is on the Special Services which include the items of Reserve Materials and HKALL / Interlibrary Loans. This reflects the deep collaboration among local and overseas libraries in sharing our resources for facilitating the access to information resources of UGC library users. And the improved technological support enables journal articles to be delivered within 24 hours. For reserved materials, many electronic books and articles are now linked to the names of teaching staff and their courses for convenient access. The related satisfaction rate has increased 13.03% from 3.53 to 3.99. On the other hand, the category that shows the least improvement is the Environment. The rate is just up 5.25%. The top score of 4.18 across all categories and the past 11 years is received by the Circulation Services in 2017. In contrast, the lowest score ever recorded is the category of Equipment. Its rating is only 3.44 in 2012. But if we measure the improvement of satisfaction rate of each category from its lowest score to the highest score. The improvement for Equipment is indeed the farthest because it has demonstrated an increase of 13.95% from its lowest 3.44 (2012) to highest 3.92 (2017). In contrast, the improvement for Collection represents the least. From its lowest score 3.53 (2009) to the highest 3.79 (2017), only a slight improvement percentage of 7.37% is seen.

1997-2017 Library User Satisfaction Survey Overall Satisfaction Mean Score (1-5, Least to Most)

2017 Library User Satisfaction Survey Satisfaction Mean Score (1-5, Least to Most)

 

Faculty of Arts

We can also look at how the user satisfaction changes in the past decade from the perspective of individual faculties. For the Arts Faculty, the lowest score ever given is Equipment in the year 2008. For the Business and Social Sciences, the lowest scores are also given to Equipment in 2012. On the other hand, all faculties agree to the Circulation Services has given them the greatest satisfaction. The highest score of 4.25 is given by the Social Science Faculty in 2015, 4.18 by the Arts Faculty in 2016 and 4.35 by the Business Faculty in 2017.

From the Arts Faculty’s view point, the improvement on Special Services is the greatest throughout the decade and from the lowest to the highest. Apparently, they are relying on HKALL books for learning and research. However, it considers that the least improvement was seen in the aspect of Environment. Only a slight improvement of 3.66% from 2007 to 2017. The category of Collection is also worried. From the lowest point of 3.48 to the highest in 2012, only 9.20% improvement is seen. For other categories, double-digits increases are seen from their lowest point to the highest point. In fact, the satisfaction on Collection keeps fluctuating in the next 5 years after its highest point of 3.80 in 2012.
 

1997-2017 Library User Satisfaction Survey Overall Satisfaction Mean Score (1-5, Least to Most)

2017 Library User Satisfaction Survey Satisfaction Mean Score (1-5, Least to Most)

 
Faculty of Business

The Business Faculty has a different view on those categories they feel satisfied. They feel very pleased with the Reference Services. The satisfaction rate shows an increase of 23.43% from 2007 to 2017. In fact the year 2007 is the lowest and moves up to the highest in 2017. The least improvement is seen in the Environment. There are 2 lowest satisfaction years in 2010 and 2013. Both scores are only 3.60. The improvement rate is 12.13% throughout the decade. Although it is considered the least improved category, the figure is already a double-digits number. It compares favourable with many other categories as experienced by other faculties. Other than the Environment, the Collection is worthy to pay an attention because the improvement from the lowest score 3.49 (2007) to the highest 4.04 (2017), i.e. 15.76%, is slightly higher than the improvement in Environment.
 

1997-2017 Library User Satisfaction Survey Overall Satisfaction Mean Score (1-5, Least to Most)

2017 Library User Satisfaction Survey Satisfaction Mean Score (1-5, Least to Most)

 
Faculty of Social Sciences

The Social Sciences Faculty agrees with the Arts Faculty on the greatest improvement category is Special Services in the past decade. In contrast with the Business Faculty, it considers that Reference Services shows the least improvement. If measured from the lowest score to the highest score, it considers that Equipment shows the greatest improvement and the least improved category is the Environment. 
 

1997-2017 Library User Satisfaction Survey Overall Satisfaction Mean Score (1-5, Least to Most)

2017 Library User Satisfaction Survey Satisfaction Mean Score (1-5, Least to Most)

 
High and Low

If we count the number of the lowest score for each category throughout the decade among these 3 faculties, for the lowest score appears in 2 different years, we count it as 2, we can identify that the most numbers of lowest scores are seen in the years 2007 and 2012. The most number of highest scores is in the year 2017 when half of the numbers are recorded. Generally speaking, we can readily note the trend of satisfaction improvement from a lower level to a higher one in the past decade with more than 70% of the highest scores recorded in the past 2 surveys. But evidently, 2012 is a year of setback for the Library probably due to the challenges given by the double cohort in the change to 3+3+4 academic structure.

Based on your comment, the Library has been actively monitoring our major service categories. We are delighted to report that for Equipment which users tend to give low scores for many years has managed to pick up. The Library will give a greater attention to our Collection, especially for those resources related to the Arts Faculty in the near future. For the Business Faculty and the Social Sciences Faculty, they have a keen interest on seeing improvement on the Environment. The UGC has already endorsed a major renovation plan for the Library. We sincerely hope that a greater increase in user satisfaction will be arrived in future years.
As always, your comments are valuable to us to improve our services and please feel free to contact us anytime if you have any comments or suggestions: http://www.library.ln.edu.hk/about/contact-us.

Fong Sum Wood Library
Lingnan University
Sep 2017