USER SATISFACTION AND INTERLIBRARY LOAN SERVICE - A STUDY AT LOUISIANA STATE-UNIVERSITY

A survey was conducted in the spring of 1992 of a 20 percent sample of interlibrary loan users at Middleton Library of Louisiana State Unive rsity. The primary purpose of the survey was to ascertain the expectat ions of users and their overall satisfaction with the interlibrary loa n service. It was also designed to serve as a baseline study for perio dic evaluation of services and reporting to the library administration . The results of the study confirm the findings of previous interlibra ry studies and add new information about the perceptions and expectati ons of users. The primary finding was that there was a high level of s atisfaction with the service. The survey results enhanced staff morale and could be used as evidence in performance evaluations. The survey can be replicated or adapted to measure service objectives in other in terlibrary loan departments.