SJLibrary.org, a collaboration of San Jose State University and San Jose Public Library system.

Areas of higher satisfaction

Overall, San José State users are most satisfied with the King Library facility, as respondents were most satisfied with “the community space provided for group learning and group study,” followed by “providing a comfortable and inviting location” (Library as Place). Coming in third, was the library’s staff “willing to help users” (Affect of Service). Of the 22 core questions respondents perceived the library to exceed the minimum amount of service expected for all 22 questions.

Areas of lower satisfaction

Of the three dimensions of service: Library as Place, Affect of Service, and Information Control, responses indicate that users are least satisfied with access they have to resources (Information Control). In fact, 6 of the 8 questions asked to explore the dimension of Information Control resulted in the highest gaps between user’s desired level of service and their perceived level of service. Of the 22 questions asked, users indicate the least satisfaction with the library providing “print and/or electronic journal collections I require for my work,” followed closely by “a library Web site enabling me to locate information on my own,” and “making electronic resources accessible from my home or office.” In regards to questions asked to determine perceptions of services available, results indicate that users desire and increase in “employees who instill confidence,” followed by “dependability in handling users’ service problems.