Measuring User's Satisfaction: A Case Study of Doon University Library

The purpose of this paper is to describe the result of a study made to assess the level of satisfaction of the users of a library. The study was carried out using a survey methodology. A questionnaire was used as a survey instrument to collect the feedback of the users. A parametric test using the one-way analysis of variance (ANOVA) was used to compare the mean satisfaction scores among the respondents from the six schools. The results of the study revealed that on an average the respondents are satisfied with the majority of the aspects of the library (Staff, Infrastructure, Collection and services of the library); some of the areas where respondents are not satisfied are Multimedia facility, equipment and their services, Internet facility and variety of books in the collection. This paper will be helpful to libraries to improve library services, infrastructure, collection and assisting the library staff. This study may sensitise other libraries to evaluate their system through users’ feedback.