User satisfaction with library service : a measure of public library performance ?

The construct of user satisfaction, a user's self-reported degree of satisfaction with library services, has been used to evaluate the performances of various services within a library, and to measure a given library's overall level of performance and to compare this level of performance with those reported for other libraries. This paper reports the results of a survey of 623 patrons of a public library which demonstrate that the construct is potentially useful for evaluating the performances of services within a library, and that the construct is not related to the user's degree of library use.