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The University of Hong Kong Libraries’ 2014 User Survey



A library  user survey was conducted on 13-26 October 2014, to provide users with an opportunity to evaluate the performance of the Main Library and the six branch libraries.  We hope to identify performance gaps and to study user preferences for print and electronic materials. 1,257 completed questionnaires were received.  55% of the respondents selected the Main Library as the library they frequented most.  Medical faculty accounted for 25% of the total returns by faculty and by patron type,

All in all, survey results review that our performance has improved from last survey conducted in 2013, with the weighted performance index increased from 78.4% in 2013 to 80.2% in 2014.  The satisfaction index for 2014 is 5.73, on a scale of 1 to 7 (7 being the most satisfied), compared with 5.62 in 2013. 



Biggest Gaps/Smallest Gaps

The survey has enabled us to identify a number of issues that need improvement by measuring importance, on a scale of 1 to 7 (7 being most important), of 28 survey statements on library resources, services and facilities to our users and their perception of our performance, once again on a scale of 1 to 7 (7 being the best possible performance).  Then we compared the overall mean importance and performance of each service and determined the gap between these two scores.

The five areas with the biggest gaps between user importance and our performance are:

  2013 2014
1 The items I’m looking for on the Library shelves are usually there (1.38) The items I’m looking for on the Library shelves are usually there (1.16)
2 A computer is available when I need one (1.28) A computer is available when I need one (0.89)
3 I can find a quiet place in the Library to study when I need to (1.09) Find@HKUL is easy to use (0.77)
4 Printing, scanning and photocopying facilities in the Library meet my needs (0.94) The Library website is easy to use (0.75)
5 Laptop facilities (e.g. desks, power) in the Library met my needs (0.9) Printing, scanning and photocopying facilities in the Library meet my needs (0.72)
 

On the other hand, the five areas with the smallest gaps between user importance and our performance are:

  2013 2014
1 Library workshops, classes and tutorials help me with my learning and research needs (-0.01) Library workshops, classes and tutorials help me with my learning and research needs (-0.04)
2 Electronic enquiry services (e.g. email, Text a Librarian) meet my needs (0.2) Library staff treat me fairly and without discrimination (0.07)
3 Library staff treat me fairly and without discrimination (0.21) Face to face enquiry services meet my needs (0.12)
4 Face to face enquiry services meet my needs (0.23) Self Service (e.g. self check loans, requests, renewals, holds) meet my needs (0.14)
5 Self Service (e.g. self check loans, requests, renewals, holds) meet my needs (0.23) Electronic enquiry services (e.g. email, Whatsapp-a-Librarian) meet my needs (0.15)



User Preferences for Print vs Electronic

Results show that 68% of respondents prefer reading journals online while 23% prefer print. As for books for leisure, 64% prefer reading them in print format while 24% prefer them online. As for books for study/research, 48% prefer reading them in print format while 40% prefer them online.

Material Format No Preference Online Print No. of Respondents
Journals 9% 68% 23% 1185
Books – for leisure 12% 24% 64% 1,185
Books – for study/ research 11% 40% 48% 1,183



Comparing with the results of the 2013 biennial user survey, it seems that there has been a slight shift in user preferences from print to electronic:

Materials Format No Preference Online Print
  2013 2014 2013 2014 2013 2014
Journals 10% 9% 62% 68% 27% 23%
Books – for leisure 11% 12% 20% 24% 69% 64%
Books – for study/ research 11% 11% 33% 40% 56% 48%



Response to the Survey’s Freeform Comments

The survey also provided us with many comments on how well we are doing as well as areas that library users would like us to improve or change.  While we received much praise, for which we are grateful, we take this opportunity to respond to the most common areas for improvement that you identified.

User Survey Data Report

Click here to view the data report of the 2014 user survey





For further information please contact Mr. Thomas Hung, Head of Lending Services

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