A Survey of Users' Satisfaction in the University Library by Using a Pareto Analysis and the Automatic Classification Methods

Abstract

This article contributes to identifying the effectiveness of documents resources and services in public University Libraries, based on user's satisfaction. Our aim is to know the students' information needs in terms of customer expectations and identify the performance of library services. A quantitative approach research used as a survey tool to collect data. The questionnaire is distributed to users in different fields of study. The completion of the survey is voluntary and anonymous. We use the frequency analysis, the priority diagram (Pareto), and the automatic classification to measure respondents' levels of satisfaction. The survey showed that the libraries suffer from many problems. The frequency analysis does not allow us to deduct the satisfaction level of the libraries readers. The results of the Pareto diagram allow us to take some primary decisions to promote the service of the public libraries. The KMeans and AHC methods of the automatic classification showed that the percentage of the respondents were in the state of a great satisfaction is still low.