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Effects Of Library Instruction On University Students’ Satisfaction With The Library: A Longitudinal Study, Anthony Stamatoplos, Robert Mackoy
Effects Of Library Instruction On University Students’ Satisfaction With The Library: A Longitudinal Study, Anthony Stamatoplos, Robert Mackoy
Scholarship and Professional Work - Business
Consideration of satisfaction should be an important part of the evaluation of library services. Satisfaction depends, to some extent, on patron expectations of services. This study evaluated changes in student expectations following library instruction and how they were related to overall, long-term satisfaction with the library. Satisfaction appeared to be related to student perceptions of information accessibility, staff competence and helpfulness, computer usefulness and ease of use, and skill level for using libraries. The study suggests that libraries may be well served by measuring patron satisfaction and learning what variables drive satisfaction at particular libraries.
Confounds In The Measurement Of Predictive Expectations, Richard A. Spreng, Robert Mackoy, Cornelia Dröge
Confounds In The Measurement Of Predictive Expectations, Richard A. Spreng, Robert Mackoy, Cornelia Dröge
Scholarship and Professional Work - Business
Given the importance of predictive expectations in consumer satisfaction models, confounds in the measurement of expectations could result in misspecified models. Results of two empirical studies indicate that consumers interpret the word "expect" in numerous ways. A large minority of consumers interpret "expect" to mean "desire." The magnitude of the resulting confounding effect is illustrated by comparing results using a measure of expectations alone with results obtained when using a measure of expectations together with a measure of desires in a side-by-side format.