User satisfaction and library use are multidimensional concepts. The scope of every library as a service institution is to provide satisfaction to its users and to strive continuously for their betterment. The aim of this study is, therefore, to determine the satisfaction of users with library services at the circulation desk at Walter Sisulu University (WSU), Ibika Campus. The specific objectives of the study are as follows: To determine the levels of satisfaction of users, especially at the circulation desk; to determine the reasons for any dissatisfaction expressed by the users; to determine the use of databases by the users, and to determine how the Ibika Campus library is rated in general. In this study, a survey was used to determine the levels of satisfaction of users with library services. Questionnaires were distributed to hundred and twenty users, and ninety users responded to these. From the findings, it was clear that most of the respondents were in general satisfied with the library services at WSU, Ibika Campus. Dissatisfaction was expressed by approximately twenty percent of the respondents, because of various reasons which include library opening hours, noise level, temperature, photocopying facilities, the accuracy of the searches, including the use of OPAC. There were also some suggestions from the respondents that entail more staffing, training, expansion of the library building, twenty-four hour reading room facilities and more cubicles for senior students and staff. The expansion of the library building may reduce the noise level because there will be more space, and that will limit group discussions inside the library. Group discussions will be done outside the library in the suggested twenty-four hours reading room. In one of the recommendations, it is suggested that library management should provide ongoing training for all library staff. This will result in enhancement of services. The training will assist the circulation staff to possess excellent interpersonal skills together with a strong service orientation. Lastly, further research needs to be done on library satisfaction in terms of the problems that have been identified, for example, extension of the library building.

This research in Langford Building 'A', Texas A&M University, is an attempt to determine the user satisfaction of the new, low consumption toilet fixtures and lavatory valves. 253 surveys were given to the subjects, during the four phases of upgrading the restroom fixtures, to find and compare user satisfaction in each phase. The four phases were: 1. The as-is condition of the flush valves and the lavatory valve. 2. Low consumption manual flush valve and low consumption manual lavatory valve. 3. Old style low consumption automatic flush valve and low consumption automatic lavatory valve. 4. Low consumption manual flush valve and low consumption automatic lavatory valve. The survey analysis for the building showed a positive response from the users for the low consumption valves, but not for the automatic valves, as they did not function as they were expected to.

A dissertation submitted to the Faculty of Arts in fulfilment of the requirements for the Degree of Doctor of Philosophy( Library and Information Studies) in the Department of Information Studies at the University Of Zululand, 2017. / This study set out to investigate the provision and use of public library services in Nigeria with a view to determining the satisfaction level of users with the services offered. Additionally the study wanted to develop a framework that will address the issues and challenges identified when providing public library services to the Nigerian population. Providing access to information through an institution such as a public library presupposes a well-governed and efficiently managed system. Lacking these, service delivery might be compromised, resulting in a population dissatisfied with the services delivered. The study is centred on the IFLA Public Library Service Guidelines, with the use of theoretical models such as the Traditional Public Administration Model (TPAM) and the New Public Management (NPM). An interpretivist approach to research was adopted involving mainly qualitative methods. A quantitative paradigm was also used as a supplementary method. The case study design methodology was used by conducting in-depth interviews with three permanent secretaries, six public library directors, and six heads of rural community libraries, cutting across the six geo-political zones in Nigeria. An informal interview was held with the children using the public library services in order to gauge their opinion about the services provided in the children’s section of the library. A questionnaire was administered to public library users in order to understand their responses on awareness, accessibility, use and satisfaction with the services provided by public libraries. Observation was used for validation of the responses from the interviews and questionnaire. In all, fifteen interviews were conducted with the administrators/managers of public libraries in Nigeria. The reason for using multiple instruments (interview, observation and questionnaire) was for triangulation of the responses in order to identify areas of divergence and convergence during data analysis. The interview responses were thematically analysed using content analysis, while the data collected through a survey questionnaire were analysed using the statistical packages for social sciences (SPSS) in order to arrive at summary and descriptive statistics. A test-retest reliability method using two methods was imperative; (1) expert opinion where a content validity index (CVI) was computed, and (2) Cronbach’s Alpha, that became more useful where continuous and non-dichotomous data were included in the analysis. It was therefore concluded that the instrument was internally consistent and reliable. Ethical considerations were also taken into account with informed consent forms, approval seeking, permission as well as confidentiality. vi The findings of this study showed that variables such as: relevant academic qualifications, years of experience, and designation of the administrators of public libraries affected the service delivery. The study also revealed that the pattern of administration of public libraries in Nigeria still conforms to the Traditional Public Administration Model (TPAM), which was criticised for its top-down and inefficient administrative approach. Very little community participation in the administration of the public libraries was identified, and it was established that there is still a huge dependency on the parent bodies for decision-making and funding. Additionally the study also found the following challenges as impediments to the expected service delivery: inadequate funding; insufficient staff; irregular electricity supply; outdated library materials; lack of functional library resources and facilities; and inappropriate public library legislation. Digital resources were found to be lacking in most of the libraries, and the physical infrastructure was found lacking, especially in the rural areas. Awareness of the services provided by the public libraries was found to be low, and it is mainly traditional services that are currently offered. This situation subsequently resulted in a low level of satisfaction with the use of the services. The study recommended that laws specific to public libraries should be promulgated in order to regulate the governance and administration of this public unit; more relevant and adequate services should be provided; alternative forms of funding should be explored in order to alleviate the dependence on governmental budgets; and training and retraining of public library staff should be actively explored with special emphasis on attaining IT skills.

<p>Optimized quality of IT services are those which need pre-analysis of users’ requirements, service provider’s capabilities as well as service specification and standardization. For any organization, maintaining of quality of IT service has become one of the key challenges which holds a significance importance to users’ satisfaction. Thus, this research tries to explore and identify the key factors of service quality dimensions and its affect on Information Technology Service so that organization can understand and follow the possible way to maintain quality of IT service to satisfy its end users. To achieve ultimate target of this research, the relevant three literatures have been reviewed and then the concept structure has been proposed for the analysis. From the respective three literatures, service quality dimensions have been selected to be tested for quality practices in Information Technology Service Department in the United Nations Office on Drugs and Crimes (UNODC).A qualitative research approach has been used to get a better understanding of the issue. The empirical data has been gathered through the study of internal documents, five days of participant observations and in-depth structured interviews with three quality assurance staffs and one IT service user from UNODC. Data presentation and analysis have been done in accordance with the literatures framework and research questions. Finally, conclusion has been drawn by answering research questions based on the issues identified. The findings of the exploratory case study suggest that considering of dependability, prior requirement analysis, and functionality of IT product and services could be taken up to bring realistic, clear, and goal-oriented quality approach in the Information Technology Service which address users’ expectations. The quality dimensions and the gap identified in the research study provide an avenue to address the quality related difficulties that IT service organizations encounter while developing of IT services. This study is expected to create a significant contribution to the areas within a domain of service quality in Information Technology as well as in Information System and Information Management. <strong></strong></p><p> </p>

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The purpose of this study is to measure computer user satisfaction in several organizational settings and to find out if user, system or organizational variables affect the level of user satisfaction. Data was collected from two manufacturing companies and one Australian government department by using a survey based on the semantic differential technique for attitude measurement and open ended interviews. The data was analysed for each organization. The users completing the survey were then treated as a random sample of all organizational users of computer-based information systems and products. The data was analysed to see if differences occurred among groups. The results indicate that for each organization there are areas of high and low satisfaction. Some of these are common to the three organizations, and some areas where change is commonly requested by users are participation in design, training, response time on interactive systems and top management involvement. Differences among users are also indicated and it is shown that users who design their own systems have the highest level of satisfaction. Managerial users appear to be among the users who are least satisfied with their computer-based support.

Optimized quality of IT services are those which need pre-analysis of users’ requirements, service provider’s capabilities as well as service specification and standardization. For any organization, maintaining of quality of IT service has become one of the key challenges which holds a significance importance to users’ satisfaction. Thus, this research tries to explore and identify the key factors of service quality dimensions and its affect on Information Technology Service so that organization can understand and follow the possible way to maintain quality of IT service to satisfy its end users. To achieve ultimate target of this research, the relevant three literatures have been reviewed and then the concept structure has been proposed for the analysis. From the respective three literatures, service quality dimensions have been selected to be tested for quality practices in Information Technology Service Department in the United Nations Office on Drugs and Crimes (UNODC).A qualitative research approach has been used to get a better understanding of the issue. The empirical data has been gathered through the study of internal documents, five days of participant observations and in-depth structured interviews with three quality assurance staffs and one IT service user from UNODC. Data presentation and analysis have been done in accordance with the literatures framework and research questions. Finally, conclusion has been drawn by answering research questions based on the issues identified. The findings of the exploratory case study suggest that considering of dependability, prior requirement analysis, and functionality of IT product and services could be taken up to bring realistic, clear, and goal-oriented quality approach in the Information Technology Service which address users’ expectations. The quality dimensions and the gap identified in the research study provide an avenue to address the quality related difficulties that IT service organizations encounter while developing of IT services. This study is expected to create a significant contribution to the areas within a domain of service quality in Information Technology as well as in Information System and Information Management.

Smartphones have become essential to modern people. More and more consumers are using smartphones. However, according to many reports and investigation, they indicate that user satisfaction and brand loyalty will differ from various brands and represent significant differences. This research adopted Bhattacherjee¡¦s (2001) ECT-IS model as the basic research framework to examine relationships among expectation confirmation, user satisfaction, perceived usefulness and brand loyalty of the smartphones. The model was further extended by measuring perceived usefulness with functional, experiential, and symbolic brand benefits proposed by Park, Jaworski & MacInnis (1986) to investigate how they influenced user satisfaction and brand loyalty. The results include the following: 1. Expectation confirmation had a significant impact on user satisfaction and perceived usefulness. 2. User satisfaction had a positive effect on brand loyalty. 3. Different effects on user satisfaction and brand loyalty were found among three smartphone brands, Apple, Samsung, and hTC.

In terms of performance measurement on Recommendation Systems, previous research focuses on system viewpoints. For Example, Leng¡¦s NewsWeeder(1995) measure recommendation performance by precision¡FSyskill&Webert measure recommendation performance by classification accuracy¡FGroupLen measure recommendation performance by system response time¡CWe bring up a user-oriented viewpoint which means that whether the recommendation interface satisfies user¡¦s needs, whether it is easy to use, and whether it provides sufficient information to user. In the meantime, prvious research didn¡¦t think over the difference of everyone¡¦s information processing style¡CTherefore, our research objective focuses on effect of cognitive styles and recommendation style on user satisfaction¡C In the construct of recommendation interface, we adopt average rating and text comment¡CAnd in the construct of cognitive style, we classify it with intuitive and analytical users¡CThe measurement of user satisfaction adopts Doll and Torkzadea (1988) questionnaire and refines it¡C The research result finds that different recommendation interfaces and cognitive styles have a significant impact on user satisfaction¡CIf we don¡¦t think over effect of cognitive styles, there is higher user satisfaction on text comment¡CIf we think over effect of cognitive styles, intuitive user has higher user satisfaction on average rating¡Fanalytical user has higher user satisfaction on text comment¡COur research contribution is as follow¡CIn academic aspect, our research finding can provide researcher in cognitive psychology¡Binformation recommendation and information management field for further research¡FIn practical aspect, our research finding can assist webstore company in implementing recommendation service¡C

Enterprise resource planning systems (ERP) are expensive. The decision to install an ERP system necessitates a choice of mechanisms to determine whether an ERP system is needed, and once implemented, whether it is success. User satisfaction is one such evaluation mechanism. This research investigates the measurement of ERP user satisfaction in the specific context of the outsourcing environment. Starting with an analysis of the characteristics of ERP systems and the outsourcing environment and using the critical incident interview technique, a previously validated instrument was selected and adapted. A modified version was then developed and tested to prove its reliability and validity. The results of this effort and suggested uses of the questionnaire are reported here.