Customer Satisfaction with Interlibrary Loan Service-deliverEdocs A Case Study

• Published in: Journal of interlibrary loan, document delivery & electronic reserve Vol. 14; no. 4; pp. 79 - 94
• Main Author: Yang, Zheng Ye Lan
• Format: Journal Article
• Language: English
• Published: Binghamton, NY Taylor & Francis Group 08-09-2004; Haworth Press
• Subjects: deliverEdocs; Document delivery; electronic delivery; Electronic media; Exact sciences and technology; Information and communication sciences; Information science. Documentation; Library and information science. General aspects; satisfaction surveys; Sciences and techniques of general use; surveys; Texas A&M University; Texas AandM University; University libraries; Use and user studies. Information needs; User satisfaction; User surveys; United States; North America; Texas; America; Questionnaire; Information system; Texas A&M University; electronic delivery; Electronic document; Satisfaction; Higher education library; surveys; Use study; Interlibrary loan; satisfaction surveys; User study; Document delivery
• ISSN: 1072-303X; 1540-3572
• DOI: 10.1300/J110v14n04_07

In 2002, the Texas A&M University Libraries implemented a new electronic document delivery service called deliverEdocs. The service uses Illiad software. We began to offer free desktop delivery of any article, even those found on our own Libraries' shelves.
This was a new concept for the library staff and for our users. While we received many comments from our users, we also needed an objective method to fully evaluate the new service. A customer satisfaction survey was developed to gain a better understanding of users' responses to deliverEdocs. The survey was sent in February 2003 to 400 registered users, and had a response rate of 54%. Among the areas surveyed were factors of users' satisfaction, users' expectation of turnaround time, change in order activity since deliverEdocs, users' preferred means of communication with interlibrary loan staff, and areas for improvement. The results of the survey gave us valuable feedback. The survey proved that users truly appreciated the new service.