Kauno technologijos universiteto bibliotekos vartotojų pasitenkinimo bibliotekos paslaugomis tyrimas
Research on User Satisfaction with Library Services at the Kaunas University of Technology

Summary/Abstract: Academic libraries are making continuing attempts to improve the accessibility of information resources and user services as well as the performance of the library as an organization. Attempts to improve library performance are consistent with the research on the services the library provides and the level of user satisfaction with the services; therefore, relevant decisions about improving the library performance can be made. This article aims to evaluate library services, user satisfaction and identify any relevant decisions for improving the library performance at the Kaunas University of Technology. This article draws on the methods of literature analysis, an analysis of documents and a questionnaire survey. The empirical research employed a non-probability convenience sample that consisted of 264 respondents. The research on user satisfaction aimed to address the main services and activities of the library: traditional and electronic resources, library fines, the number and technical condition of the computers, the relevance of the software, the quality of printing/copying/scanning services, training sessions and events organized by the library, physical spaces and work conditions, staff competence and performance, and integrated marketing communications. The decisions for improving the library performance were based on the following elements: services, price, place, physical evidence, processes, staff, quality of services and integrated marketing communications. The research has identified the following relevant decisions: increasing the number of rooms for group work, improving the technical condition of the computers, simplifying the print/copy/scan process, improving and increasing the number of library services communication channels.

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