THE UNIVERSITY OF THE SOUTH PACIFIC REGIONAL (CAMPUS) LIBRARIES USER SATISFACTION SURVEY FINDINGS & ANALYSIS BY: USP Library Survey Team Elizabeth Fong Deputy University Librarian Shirley Devi Reader Services Librarian © USP Library 2013 TABLE OF CONTENTS Acknowledgements - - An Overview of the USP Library - - - - - - ii - - - - - - - - - - - 2 3 The Survey Current Survey Objectives Questionnaire Administration Presentation of Findings and Analysis Findings and Analysis of the User Satisfaction Survey Emalus Campus Library Alafua Campus Library Labasa Campus Library Lautoka Campus Library Solomon Islands Campus Library Tonga Campus Library Nauru Campus Library Kiribati Campus Library Tuvalu Campus Library Cook Islands Campus Library - - - - - - - 13 17 21 25 29 33 36 39 Response and Findings General Recommendations Specific Recommendations Conclusion - - - - - - - 45 46 47 48 - - - - - 49 50 - - - - - 56 62 67 72 77 82 87 92 97 101 - Appendices Survey Poster Survey Questionnaire Survey Raw and Summarized Results Emalus Campus Library Alafua Campus Library Labasa Campus Library Lautoka Campus Library Solomon Islands Campus Library Tonga Campus Library Nauru Campus Library Kiribati Campus Library Tuvalu Campus Library Cook Islands Campus Library - USP Regional Libraries: User Satisfaction Survey Page i USP Regional Libraries: User Satisfaction Survey Page ii ACKNOWLEDGEMENTS Members of the Library Staff contributed to the design, implementation and analysis of this user satisfaction survey and are hereby acknowledged: • Vilimaina Vakaciwa, Angela Jowitt, Tony Dadalo and Martyn Williams for feedback on the questionnaire • Gyaneshwar Narayan for liaising with Moodle Administrator for online administration of the questionnaire and for statistical analysis of responses • Jade Moore for data entry of print responses • Asenaca Raikadroka, Elona Mitchell and Arun Singh for their assistance in photocopying print questionnaires, and sending same via courier • Regional Library Assistants and Attendants for distribution of the print questionnaires Special thanks to Moodle Administrator, Varunesh Rao, for administrating online survey on Moodle USP Regional Libraries: User Satisfaction Survey iii Page AN OVERVIEW OF THE USP REGIONAL LIBRARIES Mission Statement "To advance the university mission by providing equitable regional access to excellent library and information services, resources and facilities to students, faculty and the wider Pacific community to enable them to become lifelong learners." The Regional Libraries play an integral role in the equitable provision, access and delivery of library and information services to the 21 campus and centre libraries in the 12 USP regional campuses This survey was administrated in the 13 campus libraries located at Cook Islands, Kiribati, Labasa, Lautoka, Marshall Islands, Nauru, Niue, Samoa, Solomon Islands, Tokelau, Tonga, Tuvalu and Vanuatu Excluded from this survey were the centre libraries are Ha’apai (Tonga), Santo and Tanna (Vanuatu), Rakiraki, Savusavu and Sigatoka ( Fiji), Savai’i (Samoa), Vava’u (Tonga) USP Regional Libraries: User Satisfaction Survey Page THE SURVEY Objectives The objectives of this survey were: to measure levels of user satisfaction of Regional Libraries’ collections, resources, services, facilities, equipment and management; to measure levels of user awareness of Regional Libraries’ collections, resources, services, facilities, equipment and management; to measure how successful the Regional Libraries haves been in meeting users' needs; and to identify areas for improvement Questionnaire The survey comprising of 66 questions were categorized as follows: Q1-2 Category of user, campus affiliation and faculty affiliation Q3-4 Frequency and reason of Library visits Q5-6 Frequently used Library website and frequently used service/resource on the Library website Q7 Ranking General Collection: Books Q8 Ranking Print Periodicals Collection: Journals, Magazines and Newspapers Q9 Ranking currentness and content of special collections Q10 Ranking number and content of Audiovisual and Multimedia Collections Q11 Ranking online Library catalogue Q12 Ranking Main Library website Q13 Ranking electronic resources available via the Library website Q14 Frequently used online databases Q15 Ranking Library services Q16 Ranking Library facilities Q17 Ranking Library equipment Q18 Ranking Library management Q19 Best Library resource, collection or service Q20 Overall rating of the Library Users were asked to indicate their levels of satisfaction, including unawareness, against the following ratings: Excellent Good Adequate Poor Unknown A positive rating was one described as either ‘excellent’, or ‘good’, or ‘adequate’ A negative rating was one described as ‘poor’ Instances where ‘unknown’ was selected or where no rankings were selected were interpreted as ‘lack of awareness’ USP Regional Libraries: User Satisfaction Survey Page Administration This is the first survey to be conducted for Campus Libraries The survey together with a covering poster was designed by the Library Survey Team The survey was administered online via USP’s Moodle website and in print through on-site distribution from 7th October to 24th November 2011 A total of 1500 print questionnaires were distributed at the 13 campus libraries The Library’s Analyst Programmer in collaboration with Moodle Administrator was responsible for the administration of the online version of the questionnaire and statistical analysis of responses A part-time Junior Library Assistant was assigned to input data from print surveys into an Excel spreadsheet under the supervision of Library’s Analyst Programmer Presentation of Findings and Analysis The findings are presented as a percentage based on the number of respondents in square brackets [ ] to each question Upon the identification of library collections, resources, services, facilities, equipment and management issues needing improvement, actions or possible solutions are provided that the Library could implement to address the areas of concerns identified from the survey Overall response rate, user category, campus affiliation and faculty affiliation A total of 562 library users participated, 64.95% [365] via the online survey and 35.05% [197] via print survey User categories of respondents were as follows: 100.00% 90.00% Academics 1.25% [7] Postgraduates Undergraduates 4.98% 86.83% [28] [488] Other Staff 1.60% [9] General Public 3.91% [22] 80.00% 70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00% User Categories As shown above, majority of the respondents were undergraduate students (86.83%) while the remaining 11.74% of the respondents comprised postgraduate students, academic staff, other staff and general public USP Regional Libraries: User Satisfaction Survey Page Campus affiliation of students, staff and general public were as follows: 100.00% Lautoka 16.90% [95] 90.00% 80.00% SolomonIs 5.87% [33] Tonga 2.84% [16] Nauru 2.13% [12] Kiribati 1.60% [9] Tuvalu 0.17% [4] CookIs 0.36% [2] Labasa 21.35% [120] 70.00% 60.00% Alafua 21.89% [123] 50.00% 40.00% 30.00% Emalus 26.33% [148] 20.00% 10.00% 0.00% Campus Affiliation No responses were received from Marshall Islands, Niue and Tokelau Faculty affiliation of students, staff and general public were as follows: FALE 29.54% [166] 100.00% 90.00% N/A 3.56% [20] 80.00% FSTE 23.31% [131] 70.00% 60.00% 50.00% 40.00% FBE 38.26% [215] 30.00% 20.00% 10.00% 0.00% Faculty Affiliation USP Regional Libraries: User Satisfaction Survey Page FINDINGS AND ANALYSIS OF THE USER SATISFACTION SURVEY A EMALUS CAMPUS Response Rate • A total of 148 Emalus Campus Library users participated, 60.13% [89] via the online survey and 39.87% [59] via print survey • 93.92% [139] of the respondents were undergraduate students, 3.38% [5] were postgraduate students No academic staff participated • 50.68% [75] of the respondents were affiliated with FALE, 10.81% [16] were affiliated with FBE and 37.16% [55] were affiliated with FSTE Frequency and reason of Library visits • 95.27% [141] of the respondents indicated using the Library on a daily basis or more than once a week • Research was the most important reason for visiting the Library as indicated by 36.49% [54] of the respondents Study space was the 2nd main reason as indicated by 30.40% [45] of the respondents Borrowing, returning and renewing library items was the 3rd main reason as indicated by 15.54% [23] of the respondents Frequently used Library website and service or resource on the Library website • 87.16% [129] of the respondents indicated using the Emalus Library website while 11.49% [17] indicated using the Laucala Library website and 1.35% [2] indicated using the Alafua Library website • The foremost reason for visiting the Library website was to access previous semesters’ exam papers as indicated by 35.14% [52] of the respondents The 2nd main reason was to use online library catalogue (OPAC) as indicated by 20.95% [31] of the respondents The 3rd main reason was to access online databases as indicated by 17.57% [26] of respondents Ranking General Collection: Books • 91.22% [135] of the respondents indicated that the quality in terms of content, currentness and physical condition of the General Collection in their areas of interest was adequate or better • 89.19% [132] of the respondents indicated that the availability of the books on shelves was adequate or better Ranking Print Periodicals Collection: Journals, Magazines, Newspapers • 90.54% [134] of the respondents rated the quality in terms of content, currentness and physical condition of the Periodicals Collection in their areas of interest as adequate or better • 87.16% [129] of the respondents indicated that the availability of the periodicals on shelves was adequate or better Ranking currentness and content of Special Collections • 93.24% [138] of the respondents rated the currentness and content of the Pacific/National Collection as adequate or better • 82.43% [122] of the respondents rated the currentness and content of the Reserve Collection as adequate or better USP Regional Libraries: User Satisfaction Survey Page • 87.85% [130] of the respondents rated the currentness and content of the Reference Collection as adequate or better Ranking the number and content of Audiovisual and Multimedia Collections • 56.76% [84] of the respondents rated the number and content of the videotapes/VCDs/ DVDs as adequate or better • 45.26% [67] of the respondents rated the number and content of the audiotapes/CDs as adequate or better Ranking Online Library Catalogue (OPAC) • 87.84% [130] of the respondents rated the number of catalogue terminals in the Library as adequate or better • 82.45% [122] of the respondents rated the condition of catalogue terminals as adequate or better • 83.78% [124] of the respondents rated the accessibility of catalogue via the Library website, the catalogue’s ease of use and the accuracy of information provided as adequate or better Ranking Library Website • 95.27% [141] of the respondents rated the Library website in terms of ease of access as adequate or better • 91.22 % [135] of the respondents rated the Library website in terms of ease of use as adequate or better • 92.57% [137] of the respondents rated the Library website in terms of content as adequate or better 10 Ranking electronic resources available via the Library website • 89.18% [132] of the respondents rated the ease of access to online databases as adequate or better • 87.85% [130] of the respondents rated the range of databases available as adequate or better • 81.76% [121] of the respondents rated the ease of access to online USP theses collection as adequate or better • 81.76% [121] of the respondents rated the ease of access to exam papers as adequate or better 11 Frequently used online databases • The most frequently used database was ProQuest as indicated by 22.30% [66] of the respondents • The 2nd most frequently used database was Paclii as indicated by 20.94% [62] of the respondents • The 3rd most frequently used database was OARE as indicated by 10.13% [30] of the respondents 12 Ranking Library services • 92.57% [137] of the respondents rated overall staff attitude as adequate or better • 93.91% [139] of the respondents rated the services at Issue Desk, in terms of speed, accuracy and courtesy, as adequate or better • 89.18% [132] of the respondents rated the services at the Information Desk, in terms of the knowledge, accuracy, effort, attentiveness and courtesy, as adequate or better • 87.84% [130] of the respondents rated Interlibrary Loan services, in terms of speed, accuracy, persistence and communication, as adequate or better • 89.19% [132] of the respondents rated Information Literacy Programme, in terms of content, delivery, accessibility, and coordination, as adequate or better USP Regional Libraries: User Satisfaction Survey Page delivery, accessibility, coordination) Ask a Librarian (speed, quality of responses) Photocopy Services (speed, quality of work) Library News (content) Subject Guides Brochures (content) Suggestion Box Library displays Copyright and Intellectual Property services 33.33% 44.44% 11.11% 11.11% 0.00% 0.00% 100.00% 22.22% 44.44% 0.00% 11.11% 22.22% 0.00% 100.00% 2 22.22% 22.22% 22.22% 11.11% 44.44% 11.11% 3 44.44% 55.56% 44.44% 33.33% 33.33% 55.56% 1 22.22% 11.11% 0.00% 11.11% 11.11% 0.00% 0 1 0.00% 0.00% 0.00% 11.11% 11.11% 0.00% 1 3 11.11% 11.11% 33.33% 33.33% 0.00% 33.33% 0 0 0 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 9 9 9 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 16 FACILITIES Excellent Seating and study areas (number, work space, comfort) Lighting Temperature control and ventilation General cleanliness and presentation Noise level (ambience) Security precautions and monitoring Signage (visibility, location, legibility) Power points (number, availability) Toilet facilities (number, availability) Good Adequate Poor Unknown Unspecified Total No % 22.22% No % 55.56% No % 11.11% No % 11.11% No % 0.00% No % 0.00% No % 100.00% 33.33% 22.22% 55.56% 66.67% 0.00% 11.11% 0 0.00% 0.00% 11.11% 0.00% 0 0.00% 0.00% 9 100.00% 100.00% 33.33% 55.56% 11.11% 0.00% 0.00% 0.00% 100.00% 0.00% 33.33% 88.89% 44.44% 1 11.11% 11.11% 0.00% 11.11% 0 0.00% 0.00% 0 0.00% 0.00% 9 100.00% 100.00% 11.11% 44.44% 11.11% 0.00% 33.33% 0.00% 100.00% 55.56% 11.11% 11.11% 11.11% 11.11% 0.00% 100.00% 33.33% 33.33% 0.00% 22.22% 11.11% 0.00% 100.00% 17 EQUIPMENT: NUMBER AND CONDITION Excellent Photocopiers Internet workstations Printers Videotape/VCD/DVD players Headphones Good Adequate Poor Unknown Unspecified Total No 3 % 33.33% 33.33% 33.33% 22.22% No 4 % 22.22% 44.44% 11.11% 44.44% No 2 % 22.22% 11.11% 22.22% 0.00% No 1 % 11.11% 11.11% 22.22% 11.11% No 1 % 11.11% 0.00% 11.11% 22.22% No 0 0 % 0.00% 0.00% 0.00% 0.00% No 9 9 % 100.00% 100.00% 100.00% 100.00% 11.11% 33.33% 11.11% 11.11% 33.33% 0.00% 100.00% 18 MANAGEMENT Excellent Opening hours (duration, timing, flexibility) Library policies/regulations (transparency, access restrictions, flexibility, fairness) Library procedures (speed, efficiency, accountability, consistency) Library Fees: membership fees and administrative costs (fairness, consistency of enforcement, tact) Library Fines: overdue book and noise fines (fairness, consistency of enforcement, tact) Problem Resolution (attentiveness, fairness, effort, courtesy) Good Adequate Poor Unknown Unspecified Total No % 66.67% No % 33.33% No % 0.00% No % 0.00% No % 0.00% No % 0.00% No % 100.00% 44.44% 33.33% 0.00% 11.11% 11.11% 0.00% 100.00% 33.33% 44.44% 0.00% 0.00% 22.22% 0.00% 100.00% 44.44% 11.11% 0.00% 0.00% 44.44% 0.00% 100.00% 22.22% 44.44% 0.00% 11.11% 22.22% 0.00% 100.00% 55.56% 22.22% 0.00% 0.00% 22.22% 0.00% 100.00% USP Regional Libraries: User Satisfaction Survey Page 105 Noise Policy (including mobile phone use) Bag Policy (including rainwear and umbrellas) 44.44% 44.44% 0.00% 0.00% 11.11% 0.00% 100.00% 44.44% 33.33% 0.00% 11.11% 11.11% 0.00% 100.00% USP Regional Libraries: User Satisfaction Survey Page 106 19 What SINGLE resource, collection, or service referred to in the survey would you rate as THE BEST: No Library website Invalid responses Blank TOTAL % 22.22% 77.78% 0.00% 100.00% 20 Overall rating of Library Excellent No % 33.33% Good No % 44.44% Adequate No % 11.11% Poor No % 11.11% Unknown No % 0.00% Didn’t select No % 0.00% Total No % 100.00% -THE END - USP Regional Libraries: User Satisfaction Survey Page 107 I TUVALU CAMPUS LIBRARY Category of user No of respondents Percentage 0 0 0.00% 100.00% 0.00% 0.00% 0.00% 0.00% 100.00% No of respondents Percentage 2 0 50.00% 0.00% 50.00% 0.00% 0.00% 100.00% No of respondents Percentage 0 25.00% 50.00% 25.00% 0.00% 0.00% 0.00% 100.00% Undergraduate student Postgraduate student Academic staff Other staff General public Unspecified Total Which faculty are you affiliated with? (for students and academic staff) Faculty of Arts, Law and Education Faculty of Business and Economics Faculty of Science, Technology and Environment Not applicable Unspecified Total How often you visit the Library? Daily or almost daily Once a week or more Once or twice a month Once or twice a semester Never Unspecified Total What is your MOST frequent reason for visiting the Library? Audiovisual equipment use Borrowing, returning & renewing library items Computer labs Discussion room MFD (photocopy) equipment use Newspaper reading Online Library catalogue Pacific Collection materials Postgraduate Room Reference and research assistance Research Reserve Collection Socialising Study space Other (please specify) Unspecified Total No of respondents Percentage 0 0 0 0 1 0 0 0.00% 0.00% 25.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 25.00% 25.00% 0.00% 0.00% 25.00% 0.00% 0.00% 100.00% What USP LIBRARY WEBSITE you visit most frequently? Alafua Campus Emalus Campus Laucala Campus Unspecified Grand Total USP Regional Libraries: User Satisfaction Survey No of respondents Percentage 0 4 0.00% 0.00% 100.00% 0.00% 100.00% Page 108 What service or resource you use most frequently when you visit the Library WEBSITE? No of respondents Percentage 0 1 0 0 0.00% 0.00% 0.00% 25.00% 25.00% 0.00% 0.00% 50.00% 0.00% 0.00% 0.00% 100.00% Ask-a-Librarian Exam papers FAQs Information Literacy Programme Online Library catalogue (OPAC) Links to Pacific websites Links to recommended internet sites Online databases USP theses collection Other (please specify) Unspecified Total General Collection: Books Excellent Quality (content, currentness and physical condition) of book collection in subject areas of your interest Availability of books on shelves when you seek them Good Poor Unknown Unspecified Total % 25.00% No % 50.00% No % 25.00% No % 0.00% No % 0.00% No % 0.00% No % 100.00% 0.00% 75.00% 0.00% 25.00% 0.00% 0.00% 100.00% Print Periodical Collection: Journals, Magazines, Newspapers Excellent Quality (content, currentness and physical condition) of periodicals collection in subject areas of your interest Availability of periodical on shelves when you seek them Adequate No Good Adequate Poor Unknown Unspecified Total No % 0.00% No % 100.00% No % 0.00% No % 0.00% No % 0.00% No % 0.00% No % 100.00% 0.00% 100.00% 0.00% 0.00% 0.00% 0.00% 100.00% Special Collection: currentness & content Excellent Pacific/National Collection Reserve Collection Reference Collection No 0 Good % No 4 0.00% 0.00% 0.00% Adequate % No 0 100.00% 100.00% 100.00% % 0.00% 0.00% 0.00% Poor No 0 Unknown % 0.00% 0.00% 0.00% No 0 % Unspecified No 0.00% 0.00% 0.00% Total % 0 No 0.00% 0.00% 0.00% 4 % 100.00% 100.00% 100.00% 10 Audiovisuals & multimedia collection: number & content Excellent Videotapes/ VCDs/DVDs Audiotapes/ CDs Good Adequate Poor Unknown Unspecified Total No % 0.00% No % 50.00% No % 25.00% No % 0.00% No % 25.00% No % 0.00% No % 100.00% 0.00% 50.00% 25.00% 0.00% 25.00% 0.00% 100.00% 11 Online Library Catalogue (OPAC): http://www.library.usp.ac.fj/ Excellent Number of catalogue terminals in Library Condition of catalogue terminals Ease of access via the Library website Ease of use Good Adequate Poor Unknown Unspecified Total No % 0.00% No % 100.00% No % 0.00% No % 0.00% No % 0.00% No % 0.00% No % 100.00% 0.00% 100.00% 0.00% 0.00% 0.00% 0.00% 100.00% 25.00% 75.00% 0.00% 0.00% 0.00% 0.00% 100.00% 25.00% 75.00% 0.00% 0.00% 0.00% 0.00% 100.00% USP Regional Libraries: User Satisfaction Survey Page 109 Accuracy of information provided 0.00% 100.00% 0.00% 0.00% 0.00% 0.00% 100.00% 12 Library website: http://www.usp.ac.fj/library Excellent Ease of access Ease of use Content No 1 Good % 25.00% 25.00% 25.00% No 3 Adequate % 75.00% 75.00% 75.00% No 0 Poor % 0.00% 0.00% 0.00% No 0 Unknown % 0.00% 0.00% 0.00% No 0 Unspecified % 0.00% 0.00% 0.00% No 0 Total % 0.00% 0.00% 0.00% No 4 % 100.00% 100.00% 100.00% 13 Electronic resources available on the library web site Excellent Ease of access to online databases Range of databases available in subject areas of your interest Ease of access to online USP theses collection Ease of access to Exam papers Good Adequate Poor Unknown Unspecified Total No % 0.00% No % 100.00% No % 0.00% No % 0.00% No % 0.00% No % 0.00% No % 100.00% 0.00% 100.00% 0.00% 0.00% 0.00% 0.00% 100.00% 0.00% 50.00% 50.00% 0.00% 0.00% 0.00% 100.00% 25.00% 25.00% 25.00% 0.00% 25.00% 0.00% 100.00% 14 Indicate the two (2) online databases that you use most frequently No of respondents AGORA: Access to Global Online Research in Agriculture ASFA: Aquatic Sciences and Fisheries Abstracts EBSCO Host Emerald ERIC Hein Online HINARI: The Health InterNetwork Access to Research Initiative IEEE All Society Periodicals ISI Web of Knowledge JSTOR LexisNexis OARE - Online Access to Research in the Environment Paclii: Pacific Islands Legal Information Institute ProQuest ScienceDirect Other (please specify) Total Percentage 0 0 0 0 0 0 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 37.50% 0.00% 0.00% 0.00% 0.00% 50.00% 12.5% 0.00% 100.00% 15 SERVICES Excellent Overall staff attitude Issue Desk (speed, accuracy, courtesy) Information Desk (knowledge, accuracy, effort, attentiveness, courtesy) Interlibrary Loan (speed, accuracy, persistence, communication) Information Literacy Programme (content, delivery, accessibility, coordination) Ask a Librarian (speed, quality of responses) Photocopy Services (speed, quality of work) Library News (content) Subject Guides Brochures (content) Suggestion Box Library displays Good Adequate Poor Unknown Unspecified Total No 1 % 50.00% 25.00% 25.00% No 3 % 50.00% 75.00% 75.00% No 0 % 0.00% 0.00% 0.00% No 0 % 0.00% 0.00% 0.00% No 0 % 0.00% 0.00% 0.00% No 0 % 0.00% 0.00% 0.00% No 4 % 100.00% 100.00% 100.00% 25.00% 25.00% 25.00% 0.00% 25.00% 0.00% 100.00% 0.00% 75.00% 25.00% 0.00% 0.00% 0.00% 100.00% 50.00% 25.00% 0.00% 0.00% 25.00% 0.00% 100.00% 0.00% 25.00% 50.00% 0.00% 25.00% 0.00% 100.00% 0 0.00% 25.00% 0.00% 0.00% 0.00% 2 50.00% 25.00% 50.00% 50.00% 75.00% 2 1 50.00% 50.00% 25.00% 25.00% 25.00% 0 0 0.00% 0.00% 0.00% 0.00% 0.00% 0 1 0.00% 0.00% 25.00% 25.00% 0.00% 0 0 0.00% 0.00% 0.00% 0.00% 0.00% 4 4 100.00% 100.00% 100.00% 100.00% 100.00% USP Regional Libraries: User Satisfaction Survey Page 110 Copyright and Intellectual Property services 0.00% 50.00% USP Regional Libraries: User Satisfaction Survey 0.00% 0.00% 50.00% 0.00% Page 111 100.00% 16 FACILITIES Excellent Seating and study areas (number, work space, comfort) Lighting Temperature control and ventilation General cleanliness and presentation Noise level (ambience) Security precautions and monitoring Signage (visibility, location, legibility) Power points (number, availability) Toilet facilities (number, availability) Good Adequate Poor Unknown Unspecified Total No % 0.00% No % 100.00% No % 0.00% No % 0.00% No % 0.00% No % 0.00% No % 100.00% 0 0.00% 0.00% 4 100.00% 100.00% 0 0.00% 0.00% 0 0.00% 0.00% 0 0.00% 0.00% 0 0.00% 0.00% 4 100.00% 100.00% 0.00% 75.00% 25.00% 0.00% 0.00% 0.00% 100.00% 0 0.00% 0.00% 75.00% 100.00% 25.00% 0.00% 0 0.00% 0.00% 0 0.00% 0.00% 0 0.00% 0.00% 4 100.00% 100.00% 0.00% 50.00% 50.00% 0.00% 0.00% 0.00% 100.00% 0.00% 50.00% 0.00% 0.00% 50.00% 0.00% 100.00% 0.00% 100.00% 0.00% 0.00% 0.00% 0.00% 100.00% 17 EQUIPMENT: NUMBER AND CONDITION Excellent Photocopiers Internet workstations Printers Videotape/VCD/DVD players Headphones Good Adequate Poor Unknown No 0 0 % 0.00% 0.00% 0.00% 0.00% No 2 % 50.00% 50.00% 25.00% 50.00% No 1 % 25.00% 50.00% 25.00% 25.00% No 0 0 % 0.00% 0.00% 0.00% 0.00% No % 25.00% 0.00% 50.00% 25.00% 0.00% 50.00% 25.00% 0.00% 25.00% Unspecified No Total 0 0 % 0.00% 0.00% 0.00% 0.00% No 4 4 0.00% % 100.00% 100.00% 100.00% 100.00% 100.00% 18 MANAGEMENT Excellent Opening hours (duration, timing, flexibility) Library policies/regulations (transparency, access restrictions, flexibility, fairness) Library procedures (speed, efficiency, accountability, consistency) Library Fees: membership fees and administrative costs (fairness, consistency of enforcement, tact) Library Fines: overdue book and noise fines (fairness, consistency of enforcement, tact) Problem Resolution (attentiveness, fairness, effort, courtesy) Noise Policy (including mobile phone use) Bag Policy (including rainwear and umbrellas) Good Adequate Poor Unknown Unspecified Total No % 25.00% No % 25.00% No % 50.00% No % 0.00% No % 0.00% No % 0.00% No % 100.00% 25.00% 25.00% 25.00% 0.00% 25.00% 0.00% 100.00% 0.00% 50.00% 25.00% 0.00% 25.00% 0.00% 100.00% 25.00% 50.00% 0.00% 0.00% 25.00% 0.00% 100.00% 25.00% 25.00% 25.00% 0.00% 25.00% 0.00% 100.00% 25.00% 25.00% 50.00% 0.00% 0.00% 0.00% 100.00% 0 0.00% 0.00% 75.00% 50.00% 0 0.00% 0.00% 0.00% 25.00% 1 25.00% 25.00% 0 0.00% 0.00% 4 100.00% 100.00% 19 What SINGLE resource, collection, or service referred to in the survey would you rate as THE BEST: No % Books Electronic resources available on the library website 25.00% Librarian Library Website 25.00% 25.00% 100.00% TOTAL 20 Overall rating of Library Excellent Good No % No % 0.00% 100.00% Adequate No % Poor No % Unknown No % Didn’t select No % No 0 0 0.00% USP Regional Libraries: User Satisfaction Survey 0.00% 0.00% 0.00% 25.00% Total % 100.00% Page 112 -THE END - USP Regional Libraries: User Satisfaction Survey Page 113 J COOK ISLANDS CAMPUS LIBRARY Category of user No of respondents Percentage 0 0 100.00% 0.00% 0.00% 0.00% 0.00% 0.00% 100.00% No of respondents Percentage 1 0 50.00% 50.00% 0.00% 0.00% 0.00% 100.00% No of respondents Percentage 0 50.00% 0.00% 0.00% 0.00% 50.00% 0.00% 100.00% Undergraduate student Postgraduate student Academic staff Other staff General public Unspecified Total Which faculty are you affiliated with? (for students and academic staff) Faculty of Arts and Law Faculty of Business and Economics Faculty of Science, Technology and Environment Not applicable Unspecified Total How often you visit the Library? Daily or almost daily Once a week or more Once or twice a month Once or twice a semester Never Unspecified Total What is your MOST frequent reason for visiting the Library? Audiovisual equipment use Borrowing, returning & renewing library items Computer labs Discussion room MFD (photocopy) equipment use Newspaper reading Online Library catalogue Pacific Collection materials Postgraduate Room Reference and research assistance Research Reserve Collection Socialising Study space Other (please specify) Unspecified Total No of respondents Percentage 0 0 0 0 0 0 0 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 50.00% 0.00% 100.00% Other reasons stated by users There is no available library Grand Total No of respondents Percentage 1 50.00% 50.00% No of respondents Percentage 1 0.00% 50.00% 50.00% 0.00% 100.00% What USP LIBRARY WEBSITE you visit most frequently? Alafua Campus Emalus Campus Laucala Campus Unspecified Grand Total USP Regional Libraries: User Satisfaction Survey Page 114 What service or resource you use most frequently when you visit the Library WEBSITE? No of respondents Percentage 0 0 0 0 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 50.00% 0.00% 0.00% 50.00% 100.00% Ask-a-Librarian Exam papers FAQs Information Literacy Programme Online Library catalogue (OPAC) Links to Pacific websites Links to recommended internet sites Online databases USP theses collection Other (please specify) Unspecified Total General Collection: Books Excellent Quality (content, currentness and physical condition) of book collection in subject areas of your interest Availability of books on shelves when you seek them Good Poor Unknown Unspecified Total % 0.00% No % 0.00% No % 0.00% No % 50.00% No % 50.00% No % 0.00% No % 100.00% 0.00% 0.00% 0.00% 50.00% 50.00% 0.00% 100.00% Print Periodical Collection: Journals, Magazines, Newspapers Excellent Quality (content, currentness and physical condition) of periodicals collection in subject areas of your interest Availability of periodical on shelves when you seek them Adequate No Good Adequate Poor Unknown Unspecified Total No % 0.00% No % 0.00% No % 0.00% No % 50.00% No % 50.00% No % 0.00% No % 100.00% 0.00% 0.00% 0.00% 50.00% 50.00% 0.00% 100.00% Special Collection: currentness & content Excellent Pacific/National Collection Reserve Collection Reference Collection No 0 % 0.00% 0.00% 0.00% Good No 0 Adequate % 0.00% 0.00% 0.00% No 0 Poor % 0.00% 0.00% 0.00% No 1 Unknown % 50.00% 50.00% 50.00% No 1 % 50.00% 50.00% 50.00% Unspecified No 0 % 0.00% 0.00% 0.00% Total No 2 % 100.00% 100.00% 100.00% 10 Audiovisuals & multimedia collection: number & content Excellent Videotapes/ VCDs/DVDs Audiotapes/ CDs Good Adequate Poor Unknown Unspecified Total No % 0.00% No % 0.00% No % 0.00% No % 50.00% No % 50.00% No % 0.00% No % 100.00% 0.00% 0.00% 0.00% 50.00% 50.00% 0.00% 100.00% 11 Online Library Catalogue (OPAC): http://www.library.usp.ac.fj/ Excellent Number of catalogue terminals in Library Condition of catalogue terminals Ease of access via the Library website Ease of use Accuracy of information provided Good Adequate Poor Unknown Unspecified Total No % 0.00% No % 0.00% No % 0.00% No % 50.00% No % 50.00% No % 0.00% No % 100.00% 0.00% 0.00% 0.00% 50.00% 50.00% 0.00% 100.00% 0.00% 0.00% 0.00% 50.00% 50.00% 0.00% 100.00% 0 0.00% 0.00% 0 0.00% 0.00% 0 0.00% 0.00% 1 50.00% 50.00% 1 50.00% 50.00% 0 0.00% 0.00% 2 100.00% 100.00% USP Regional Libraries: User Satisfaction Survey Page 115 USP Regional Libraries: User Satisfaction Survey Page 116 12 Library website: http://www.usp.ac.fj/library Excellent Ease of access Ease of use Content Good Adequate Poor Unknown Unspecified Total No % No % No % No % No % No % No % 1 50.00% 0.00% 50.00% 0.00% 50.00% 0.00% 0 0.00% 0.00% 0.00% 1 50.00% 50.00% 50.00% 0 0.00% 0.00% 0.00% 0 0.00% 0.00% 0.00% 2 100.00% 100.00% 100.00% 13 Electronic resources available on the library web site Excellent Ease of access to online databases Range of databases available in subject areas of your interest Ease of access to online USP theses collection Ease of access to Exam papers Good Adequate Poor Unknown Unspecified Total No % 50.00% No % 0.00% No % 0.00% No % 50.00% No % 0.00% No % 0.00% No % 100.00% 50.00% 0.00% 0.00% 50.00% 0.00% 0.00% 100.00% 0.00% 50.00% 0.00% 50.00% 0.00% 0.00% 100.00% 0.00% 50.00% 0.00% 50.00% 0.00% 0.00% 100.00% 14 Indicate the two (2) online databases that you use most frequently No of respondents AGORA: Access to Global Online Research in Agriculture ASFA: Aquatic Sciences and Fisheries Abstracts EBSCO Host Emerald ERIC Hein Online HINARI: The Health InterNetwork Access to Research Initiative IEEE All Society Periodicals ISI Web of Knowledge JSTOR LexisNexis OARE - Online Access to Research in the Environment Paclii: Pacific Islands Legal Information Institute ProQuest ScienceDirect Other (please specify) Total Percentage 0 0 0 0 0 0 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 25.00% 50.00% 25.00% 0.00% 100.00% 15 SERVICES Excellent Overall staff attitude Issue Desk (speed, accuracy, courtesy) Information Desk (knowledge, accuracy, effort, attentiveness, courtesy) Interlibrary Loan (speed, accuracy, persistence, communication) Information Literacy Programme (content, delivery, accessibility, coordination) Ask a Librarian (speed, quality of responses) Photocopy Services (speed, quality of work) Library News (content) Subject Guides Brochures (content) Suggestion Box Library displays Good Adequate Poor Unknown Unspecified Total No 1 % 50.00% 50.00% No 0 % 0.00% 0.00% No 0 % 0.00% 0.00% No 1 % 50.00% 50.00% No 0 % 0.00% 0.00% No 0 % 0.00% 0.00% No 2 % 100.00% 100.00% 50.00% 0.00% 0.00% 50.00% 0.00% 0.00% 100.00% 50.00% 0.00% 0.00% 50.00% 0.00% 0.00% 100.00% 50.00% 0.00% 0.00% 50.00% 0.00% 0.00% 100.00% 50.00% 0.00% 0.00% 50.00% 0.00% 0.00% 100.00% 50.00% 0.00% 0.00% 50.00% 0.00% 0.00% 100.00% 1 1 50.00% 0.00% 50.00% 50.00% 50.00% 0 0.00% 100.00% 0.00% 0.00% 0.00% 0 0 0.00% 0.00% 0.00% 0.00% 0.00% 1 1 50.00% 0.00% 50.00% 50.00% 50.00% 0 0 0.00% 0.00% 0.00% 0.00% 0.00% 0 0 0.00% 0.00% 0.00% 0.00% 0.00% 2 2 100.00% 100.00% 100.00% 100.00% 100.00% USP Regional Libraries: User Satisfaction Survey Page 117 Copyright and Intellectual Property services 50.00% 0.00% 0.00% 50.00% 0.00% 0.00% 100.00% 16 FACILITIES Excellent Seating and study areas (number, work space, comfort) Lighting Temperature control and ventilation General cleanliness and presentation Noise level (ambience) Security precautions and monitoring Signage (visibility, location, legibility) Power points (number, availability) Toilet facilities (number, availability) Good Adequate Poor Unknown Unspecified Total No % 0.00% No % 50.00% No % 0.00% No % 50.00% No % 0.00% No % 0.00% No % 100.00% 0 0.00% 0.00% 0 0.00% 0.00% 1 50.00% 50.00% 1 50.00% 50.00% 0 0.00% 0.00% 0 0.00% 0.00% 2 100.00% 100.00% 0.00% 50.00% 0.00% 50.00% 0.00% 0.00% 100.00% 0 0.00% 0.00% 0 0.00% 0.00% 1 50.00% 50.00% 1 50.00% 50.00% 0 0.00% 0.00% 0 0.00% 0.00% 2 100.00% 100.00% 0.00% 0.00% 50.00% 50.00% 0.00% 0.00% 100.00% 0.00% 0.00% 50.00% 50.00% 0.00% 0.00% 100.00% 0.00% 50.00% 0.00% 50.00% 0.00% 0.00% 100.00% 17 EQUIPMENT: NUMBER AND CONDITION Excellent Photocopiers Internet workstations Printers Videotape/VCD/DVD players Headphones Good Adequate Poor Unknown Unspecified Total No 0 0 % 0.00% 0.00% 0.00% 0.00% No 0 % 0.00% 50.00% 0.00% 0.00% No 0 % 0.00% 0.00% 50.00% 0.00% No 1 % 100.00% 50.00% 50.00% 50.00% No 0 % 0.00% 0.00% 0.00% 50.00% No 0 0 % 0.00% 0.00% 0.00% 0.00% No 2 2 % 100.00% 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 50.00% 50.00% 0.00% 100.00% 18 MANAGEMENT Excellent Openinghours(duration,timing, flexibility) Librarypolicies/regulations (transparency,accessrestrictions, flexibility,fairness) Libraryprocedures(speed,efficiency, accountability,consistency) LibraryFees:membershipfeesand administrativecosts(fairness, consistencyofenforcement,tact) LibraryFines:overduebookandnoise fines (fairness, consistencyof enforcement,tact) ProblemResolution(attentiveness, fairness,effort,courtesy) NoisePolicy(includingmobilephone use) BagPolicy(includingrainwearand umbrellas) Good Adequate Poor Unknown Unspecified Total No % 0.00% No % 50.00% No % 0.00% No % 50.00% No % 0.00% No % 0.00% No % 100.00% 0.00% 0.00% 0.00% 50.00% 50.00% 0.00% 100.00% 0.00% 0.00% 0.00% 50.00% 50.00% 0.00% 100.00% 0.00% 0.00% 0.00% 50.00% 50.00% 0.00% 100.00% 0.00% 0.00% 0.00% 50.00% 50.00% 0.00% 100.00% 0.00% 50.00% 0.00% 50.00% 0.00% 0.00% 100.00% 0.00% 50.00% 0.00% 50.00% 0.00% 0.00% 100.00% 0.00% 50.00% 0.00% 50.00% 0.00% 0.00% 100.00% 19 What SINGLE resource, collection, or service referred to in the survey would you rate as THE BEST: No % Invalid responses 50.00% ProQuest 50.00% TOTAL 100.00% 20 Overall rating of Library Excellent Good Adequate Poor USP Regional Libraries: User Satisfaction Survey Unknown Didn’t select Total Page 118 No % 0.00% No % 0.00% No % 0.00% No % 100.00% No % 0.00% No % 0.00% No % 100.00% -THE END - USP Regional Libraries: User Satisfaction Survey Page 119