Evaluating End-User Services: Success or Satisfaction?

摘要: Online databases are now recognized as standard reference tools for the librarian in answering information requests. Today direct use of online services by end users is also becoming practice. As more end-user become available libraries, studies evaluating their being published literature. A major focus past has been measurement users' satisfaction with mediated and searches. Some recent have raised concerns that, levels aside, actual success finding relevant may be quite low. This article compares two methods assessing The first commonly used method rating or utility a search through response to single question that uses Likert-type scale, generally 1 5 points (see Figure 1). other discriminating responses 3 questions using 6-point anchored scale conjunction 3-point satisfaction, section listing 10 possible reasons dissatisfaction 2).