Mahidol University Libraries:User Satisfaction Survey

Objective : to survey library use behavior, the levels of expectation and satisfaction in service, and user engagement in Mahidol University Libraries

Part 1 Your Library Use Behavior
Alumni Lecturer
1. What is your position/status?

1. What is your position/status? Supporting Staff: Position Visitor Graduate Student: Faculty/ Field of study Undergraduate Student: Faculty/ Field of study.
Position,Faculty/Field of study
2. How often do you use the library?

2. How often do you use the library? every day 2- 3 times/week once a month once a semester I never use the library, I only use online searching. I never use the library (please specify)
3. Please specify your purpose(s) of using the library (select all that apply)

3. Please specify your purpose(s) of using the library (select all that apply) to borrow/return books to read books/ work to use library computers to use WIFI to use individual/group study room to use Mahidol Book Delivery service to request for copies of articles/documents to ask for general information to use literature searching service to use reference service/help desk place for meeting place for relaxing Others (please specify)
4. Please specify library online service(s) you use during the COVID-19 pandemic situation (select all that apply)

4. Please specify library online service(s) you use during the COVID-19 pandemic situation (select all that apply) MU Libraries Home Delivery Document Delivery Service (DDS) Interlibrary Loan (ILL) Netflix from Home self-renewing books online asking a librarian by online
Part 2 Expected and perceive level from library services.

Description: Please mark ✔toindicate your expectedservice level and your perceiveservice level, or Never in case you do not use the service.
Level of satisfaction [5 : Excellent] [4 : Good] [3 : Average] [2 : Poor] [1 : Very Poor] [0 : Dissatisfied]
Library Services (Expected level)


	5	4	3	2	1	NEVER
1. Library staff provide services with politeness, customer care, and willing to help.	1. Library staff provide services with politeness, customer care, and willing to help.5	1. Library staff provide services with politeness, customer care, and willing to help.4	1. Library staff provide services with politeness, customer care, and willing to help.3	1. Library staff provide services with politeness, customer care, and willing to help.2	1. Library staff provide services with politeness, customer care, and willing to help.1	1. Library staff provide services with politeness, customer care, and willing to help.NEVER
2. Library staff have professional knowledge and skill.	2. Library staff have professional knowledge and skill.5	2. Library staff have professional knowledge and skill.4	2. Library staff have professional knowledge and skill.3	2. Library staff have professional knowledge and skill.2	2. Library staff have professional knowledge and skill.1	2. Library staff have professional knowledge and skill.NEVER
3. Library staff understand the user needs. They can answer questions and help solve the problems	3. Library staff understand the user needs. They can answer questions and help solve the problems5	3. Library staff understand the user needs. They can answer questions and help solve the problems4	3. Library staff understand the user needs. They can answer questions and help solve the problems3	3. Library staff understand the user needs. They can answer questions and help solve the problems2	3. Library staff understand the user needs. They can answer questions and help solve the problems1	3. Library staff understand the user needs. They can answer questions and help solve the problemsNEVER
4. Library services during COVID-19 pandemic situation. (expand book due date)	4. Library services during COVID-19 pandemic situation. (expand book due date)5	4. Library services during COVID-19 pandemic situation. (expand book due date)4	4. Library services during COVID-19 pandemic situation. (expand book due date)3	4. Library services during COVID-19 pandemic situation. (expand book due date)2	4. Library services during COVID-19 pandemic situation. (expand book due date)1	4. Library services during COVID-19 pandemic situation. (expand book due date)NEVER

Library Services(Perceive level)


	5	4	3	2	1	0	Never
1. Library staff provide services with politeness, customer care, and willing to help.	1. Library staff provide services with politeness, customer care, and willing to help.5	1. Library staff provide services with politeness, customer care, and willing to help.4	1. Library staff provide services with politeness, customer care, and willing to help.3	1. Library staff provide services with politeness, customer care, and willing to help.2	1. Library staff provide services with politeness, customer care, and willing to help.1	1. Library staff provide services with politeness, customer care, and willing to help.0	1. Library staff provide services with politeness, customer care, and willing to help.Never
2. Library staff have professional knowledge and skill.	2. Library staff have professional knowledge and skill.5	2. Library staff have professional knowledge and skill.4	2. Library staff have professional knowledge and skill.3	2. Library staff have professional knowledge and skill.2	2. Library staff have professional knowledge and skill.1	2. Library staff have professional knowledge and skill.0	2. Library staff have professional knowledge and skill.Never
3. Library staff understand the user needs. They can answer questions and help solve the problems.	3. Library staff understand the user needs. They can answer questions and help solve the problems.5	3. Library staff understand the user needs. They can answer questions and help solve the problems.4	3. Library staff understand the user needs. They can answer questions and help solve the problems.3	3. Library staff understand the user needs. They can answer questions and help solve the problems.2	3. Library staff understand the user needs. They can answer questions and help solve the problems.1	3. Library staff understand the user needs. They can answer questions and help solve the problems.0	3. Library staff understand the user needs. They can answer questions and help solve the problems.Never
4. Library services during COVID-19 pandemic situation. (expand book due date)	4. Library services during COVID-19 pandemic situation. (expand book due date)5	4. Library services during COVID-19 pandemic situation. (expand book due date)4	4. Library services during COVID-19 pandemic situation. (expand book due date)3	4. Library services during COVID-19 pandemic situation. (expand book due date)2	4. Library services during COVID-19 pandemic situation. (expand book due date)1	4. Library services during COVID-19 pandemic situation. (expand book due date)0	4. Library services during COVID-19 pandemic situation. (expand book due date)Never

Place & Facilities (Expected level )


	5	4	3	2	1	Never
5. Library spaces and seats, e.g., study area, reading rooms, individual/group study rooms, quiet zone, relaxing zone etc. are adequate, various, and meet your needs.	5. Library spaces and seats, e.g., study area, reading rooms, individual/group study rooms, quiet zone, relaxing zone etc. are adequate, various, and meet your needs.5	5. Library spaces and seats, e.g., study area, reading rooms, individual/group study rooms, quiet zone, relaxing zone etc. are adequate, various, and meet your needs.4	5. Library spaces and seats, e.g., study area, reading rooms, individual/group study rooms, quiet zone, relaxing zone etc. are adequate, various, and meet your needs.3	5. Library spaces and seats, e.g., study area, reading rooms, individual/group study rooms, quiet zone, relaxing zone etc. are adequate, various, and meet your needs.2	5. Library spaces and seats, e.g., study area, reading rooms, individual/group study rooms, quiet zone, relaxing zone etc. are adequate, various, and meet your needs.1	5. Library spaces and seats, e.g., study area, reading rooms, individual/group study rooms, quiet zone, relaxing zone etc. are adequate, various, and meet your needs.Never
6. The library provides suitableenvironment for learning and user’s well-being, including optimized lighting and temperature.	6. The library provides suitableenvironment for learning and user’s well-being, including optimized lighting and temperature.5	6. The library provides suitableenvironment for learning and user’s well-being, including optimized lighting and temperature.4	6. The library provides suitableenvironment for learning and user’s well-being, including optimized lighting and temperature.3	6. The library provides suitableenvironment for learning and user’s well-being, including optimized lighting and temperature.2	6. The library provides suitableenvironment for learning and user’s well-being, including optimized lighting and temperature.1	6. The library provides suitableenvironment for learning and user’s well-being, including optimized lighting and temperature.Never
7. Performance of internet, MU – WIFI, power socket and accessories.	7. Performance of internet, MU – WIFI, power socket and accessories.5	7. Performance of internet, MU – WIFI, power socket and accessories.4	7. Performance of internet, MU – WIFI, power socket and accessories.3	7. Performance of internet, MU – WIFI, power socket and accessories.2	7. Performance of internet, MU – WIFI, power socket and accessories.1	7. Performance of internet, MU – WIFI, power socket and accessories.Never

Place & Facilities (Perceive level)


	5	4	3	2	1	0	Never
5. Library spaces and seats, e.g., study area, reading rooms, individual/group study rooms, quiet zone, relaxing zone etc. are adequate, various, and meet your needs.	5. Library spaces and seats, e.g., study area, reading rooms, individual/group study rooms, quiet zone, relaxing zone etc. are adequate, various, and meet your needs.5	5. Library spaces and seats, e.g., study area, reading rooms, individual/group study rooms, quiet zone, relaxing zone etc. are adequate, various, and meet your needs.4	5. Library spaces and seats, e.g., study area, reading rooms, individual/group study rooms, quiet zone, relaxing zone etc. are adequate, various, and meet your needs.3	5. Library spaces and seats, e.g., study area, reading rooms, individual/group study rooms, quiet zone, relaxing zone etc. are adequate, various, and meet your needs.2	5. Library spaces and seats, e.g., study area, reading rooms, individual/group study rooms, quiet zone, relaxing zone etc. are adequate, various, and meet your needs.1	5. Library spaces and seats, e.g., study area, reading rooms, individual/group study rooms, quiet zone, relaxing zone etc. are adequate, various, and meet your needs.0	5. Library spaces and seats, e.g., study area, reading rooms, individual/group study rooms, quiet zone, relaxing zone etc. are adequate, various, and meet your needs.Never
6. The library provides suitableenvironment for learning and user’s well-being, including optimized lighting and temperature.	6. The library provides suitableenvironment for learning and user’s well-being, including optimized lighting and temperature.5	6. The library provides suitableenvironment for learning and user’s well-being, including optimized lighting and temperature.4	6. The library provides suitableenvironment for learning and user’s well-being, including optimized lighting and temperature.3	6. The library provides suitableenvironment for learning and user’s well-being, including optimized lighting and temperature.2	6. The library provides suitableenvironment for learning and user’s well-being, including optimized lighting and temperature.1	6. The library provides suitableenvironment for learning and user’s well-being, including optimized lighting and temperature.0	6. The library provides suitableenvironment for learning and user’s well-being, including optimized lighting and temperature.Never
7. Performance of internet, MU – WIFI, power socket and accessories.	7. Performance of internet, MU – WIFI, power socket and accessories.5	7. Performance of internet, MU – WIFI, power socket and accessories.4	7. Performance of internet, MU – WIFI, power socket and accessories.3	7. Performance of internet, MU – WIFI, power socket and accessories.2	7. Performance of internet, MU – WIFI, power socket and accessories.1	7. Performance of internet, MU – WIFI, power socket and accessories.0	7. Performance of internet, MU – WIFI, power socket and accessories.Never

Place & Facilities (Con.) (Expected level)


	5	4	3	2	1	Never
8. The library provides adequate computers in good working order.	8. The library provides adequate computers in good working order.5	8. The library provides adequate computers in good working order.4	8. The library provides adequate computers in good working order.3	8. The library provides adequate computers in good working order.2	8. The library provides adequate computers in good working order.1	8. The library provides adequate computers in good working order.Never
9. The library provides suitable healthy environment, including trash, toilet and cleanliness.	9. The library provides suitable healthy environment, including trash, toilet and cleanliness.5	9. The library provides suitable healthy environment, including trash, toilet and cleanliness.4	9. The library provides suitable healthy environment, including trash, toilet and cleanliness.3	9. The library provides suitable healthy environment, including trash, toilet and cleanliness.2	9. The library provides suitable healthy environment, including trash, toilet and cleanliness.1	9. The library provides suitable healthy environment, including trash, toilet and cleanliness.Never
10. The library provides a safe and secure environment for users.	10. The library provides a safe and secure environment for users.5	10. The library provides a safe and secure environment for users.4	10. The library provides a safe and secure environment for users.3	10. The library provides a safe and secure environment for users.2	10. The library provides a safe and secure environment for users.1	10. The library provides a safe and secure environment for users.Never

Place & Facilities (Con.) (Perceive level)


	5	4	3	2	1	0	Never
8. The library provides adequate computers in good working order.	8. The library provides adequate computers in good working order.5	8. The library provides adequate computers in good working order.4	8. The library provides adequate computers in good working order.3	8. The library provides adequate computers in good working order.2	8. The library provides adequate computers in good working order.1	8. The library provides adequate computers in good working order.0	8. The library provides adequate computers in good working order.Never
9. The library provides suitable healthy environment, including trash, toilet and cleanliness.	9. The library provides suitable healthy environment, including trash, toilet and cleanliness.5	9. The library provides suitable healthy environment, including trash, toilet and cleanliness.4	9. The library provides suitable healthy environment, including trash, toilet and cleanliness.3	9. The library provides suitable healthy environment, including trash, toilet and cleanliness.2	9. The library provides suitable healthy environment, including trash, toilet and cleanliness.1	9. The library provides suitable healthy environment, including trash, toilet and cleanliness.0	9. The library provides suitable healthy environment, including trash, toilet and cleanliness.Never
10. The library provides a safe and secure environment for users.	10. The library provides a safe and secure environment for users.5	10. The library provides a safe and secure environment for users.4	10. The library provides a safe and secure environment for users.3	10. The library provides a safe and secure environment for users.2	10. The library provides a safe and secure environment for users.1	10. The library provides a safe and secure environment for users.0	10. The library provides a safe and secure environment for users.Never

Library Resources (Expected level)


	5	4	3	2	1	Never
11. Printed books/ textbooksare adequate and meet your needs.	11. Printed books/ textbooksare adequate and meet your needs.5	11. Printed books/ textbooksare adequate and meet your needs.4	11. Printed books/ textbooksare adequate and meet your needs.3	11. Printed books/ textbooksare adequate and meet your needs.2	11. Printed books/ textbooksare adequate and meet your needs.1	11. Printed books/ textbooksare adequate and meet your needs.Never
12. Printed journals/magazinesare adequate and meet your needs.	12. Printed journals/magazinesare adequate and meet your needs.5	12. Printed journals/magazinesare adequate and meet your needs.4	12. Printed journals/magazinesare adequate and meet your needs.3	12. Printed journals/magazinesare adequate and meet your needs.2	12. Printed journals/magazinesare adequate and meet your needs.1	12. Printed journals/magazinesare adequate and meet your needs.Never
13. e-Theses database are adequateand meet your needs.	13. e-Theses database are adequateand meet your needs.5	13. e-Theses database are adequateand meet your needs.4	13. e-Theses database are adequateand meet your needs.3	13. e-Theses database are adequateand meet your needs.2	13. e-Theses database are adequateand meet your needs.1	13. e-Theses database are adequateand meet your needs.Never
14. e-Databasesare adequate and meet your needs.	14. e-Databasesare adequate and meet your needs.5	14. e-Databasesare adequate and meet your needs.4	14. e-Databasesare adequate and meet your needs.3	14. e-Databasesare adequate and meet your needs.2	14. e-Databasesare adequate and meet your needs.1	14. e-Databasesare adequate and meet your needs.Never
15. e-Books databaseare adequate and meet your needs.	15. e-Books databaseare adequate and meet your needs.5	15. e-Books databaseare adequate and meet your needs.4	15. e-Books databaseare adequate and meet your needs.3	15. e-Books databaseare adequate and meet your needs.2	15. e-Books databaseare adequate and meet your needs.1	15. e-Books databaseare adequate and meet your needs.Never
	5	4	3	2	1	Never
16. e-Journal are adequate and meet your needs.	16. e-Journal are adequate and meet your needs.5	16. e-Journal are adequate and meet your needs.4	16. e-Journal are adequate and meet your needs.3	16. e-Journal are adequate and meet your needs.2	16. e-Journal are adequate and meet your needs.1	16. e-Journal are adequate and meet your needs.Never
17. Mahidol University’s Institutional Repository Collections (Mahidol IR) are interesting and useful.	17. Mahidol University’s Institutional Repository Collections (Mahidol IR) are interesting and useful.5	17. Mahidol University’s Institutional Repository Collections (Mahidol IR) are interesting and useful.4	17. Mahidol University’s Institutional Repository Collections (Mahidol IR) are interesting and useful.3	17. Mahidol University’s Institutional Repository Collections (Mahidol IR) are interesting and useful.2	17. Mahidol University’s Institutional Repository Collections (Mahidol IR) are interesting and useful.1	17. Mahidol University’s Institutional Repository Collections (Mahidol IR) are interesting and useful.Never
18. Mahidol University Archives and Museums Collections are interesting and useful.	18. Mahidol University Archives and Museums Collections are interesting and useful.5	18. Mahidol University Archives and Museums Collections are interesting and useful.4	18. Mahidol University Archives and Museums Collections are interesting and useful.3	18. Mahidol University Archives and Museums Collections are interesting and useful.2	18. Mahidol University Archives and Museums Collections are interesting and useful.1	18. Mahidol University Archives and Museums Collections are interesting and useful.Never
19. Sirindhorn Music Library Resourcese are interesting and useful.	19. Sirindhorn Music Library Resourcese are interesting and useful.5	19. Sirindhorn Music Library Resourcese are interesting and useful.4	19. Sirindhorn Music Library Resourcese are interesting and useful.3	19. Sirindhorn Music Library Resourcese are interesting and useful.2	19. Sirindhorn Music Library Resourcese are interesting and useful.1	19. Sirindhorn Music Library Resourcese are interesting and useful.Never

Library Resources (Perceive level)


	5	4	3	2	1	0	Never
11. Printed books/ textbooksare adequate and meet your needs.	11. Printed books/ textbooksare adequate and meet your needs.5	11. Printed books/ textbooksare adequate and meet your needs.4	11. Printed books/ textbooksare adequate and meet your needs.3	11. Printed books/ textbooksare adequate and meet your needs.2	11. Printed books/ textbooksare adequate and meet your needs.1	11. Printed books/ textbooksare adequate and meet your needs.0	11. Printed books/ textbooksare adequate and meet your needs.Never
12. Printed journals/magazinesare adequate and meet your needs.	12. Printed journals/magazinesare adequate and meet your needs.5	12. Printed journals/magazinesare adequate and meet your needs.4	12. Printed journals/magazinesare adequate and meet your needs.3	12. Printed journals/magazinesare adequate and meet your needs.2	12. Printed journals/magazinesare adequate and meet your needs.1	12. Printed journals/magazinesare adequate and meet your needs.0	12. Printed journals/magazinesare adequate and meet your needs.Never
13. e-Theses database are adequateand meet your needs.	13. e-Theses database are adequateand meet your needs.5	13. e-Theses database are adequateand meet your needs.4	13. e-Theses database are adequateand meet your needs.3	13. e-Theses database are adequateand meet your needs.2	13. e-Theses database are adequateand meet your needs.1	13. e-Theses database are adequateand meet your needs.0	13. e-Theses database are adequateand meet your needs.Never
14. e-Databasesare adequate and meet your needs.	14. e-Databasesare adequate and meet your needs.5	14. e-Databasesare adequate and meet your needs.4	14. e-Databasesare adequate and meet your needs.3	14. e-Databasesare adequate and meet your needs.2	14. e-Databasesare adequate and meet your needs.1	14. e-Databasesare adequate and meet your needs.0	14. e-Databasesare adequate and meet your needs.Never
15. e-Books databaseare adequate and meet your needs.	15. e-Books databaseare adequate and meet your needs.5	15. e-Books databaseare adequate and meet your needs.4	15. e-Books databaseare adequate and meet your needs.3	15. e-Books databaseare adequate and meet your needs.2	15. e-Books databaseare adequate and meet your needs.1	15. e-Books databaseare adequate and meet your needs.0	15. e-Books databaseare adequate and meet your needs.Never
	5	4	3	2	1	0	Never
16. e-Journal are adequate and meet your needs.	16. e-Journal are adequate and meet your needs.5	16. e-Journal are adequate and meet your needs.4	16. e-Journal are adequate and meet your needs.3	16. e-Journal are adequate and meet your needs.2	16. e-Journal are adequate and meet your needs.1	16. e-Journal are adequate and meet your needs.0	16. e-Journal are adequate and meet your needs.Never
17. Mahidol University’s Institutional Repository Collections (Mahidol IR) are interesting and useful.	17. Mahidol University’s Institutional Repository Collections (Mahidol IR) are interesting and useful.5	17. Mahidol University’s Institutional Repository Collections (Mahidol IR) are interesting and useful.4	17. Mahidol University’s Institutional Repository Collections (Mahidol IR) are interesting and useful.3	17. Mahidol University’s Institutional Repository Collections (Mahidol IR) are interesting and useful.2	17. Mahidol University’s Institutional Repository Collections (Mahidol IR) are interesting and useful.1	17. Mahidol University’s Institutional Repository Collections (Mahidol IR) are interesting and useful.0	17. Mahidol University’s Institutional Repository Collections (Mahidol IR) are interesting and useful.Never
18. Mahidol University Archives and Museums Collections are interesting and useful.	18. Mahidol University Archives and Museums Collections are interesting and useful.5	18. Mahidol University Archives and Museums Collections are interesting and useful.4	18. Mahidol University Archives and Museums Collections are interesting and useful.3	18. Mahidol University Archives and Museums Collections are interesting and useful.2	18. Mahidol University Archives and Museums Collections are interesting and useful.1	18. Mahidol University Archives and Museums Collections are interesting and useful.0	18. Mahidol University Archives and Museums Collections are interesting and useful.Never
19. Sirindhorn Music Library Resourcese are interesting and useful.	19. Sirindhorn Music Library Resourcese are interesting and useful.5	19. Sirindhorn Music Library Resourcese are interesting and useful.4	19. Sirindhorn Music Library Resourcese are interesting and useful.3	19. Sirindhorn Music Library Resourcese are interesting and useful.2	19. Sirindhorn Music Library Resourcese are interesting and useful.1	19. Sirindhorn Music Library Resourcese are interesting and useful.0	19. Sirindhorn Music Library Resourcese are interesting and useful.Never

Part 3 Suggestions
1. What did you find most satisfying in this library?
2. What did you find unsatisfying in this library?
3. Will you come back to use the library services again and also recommend to your friends or colleagues?

3. Will you come back to use the library services again and also recommend to your friends or colleagues? First option No
4. Please specify the library name (in either Thailand or abroad) that is the best practice and role model for development in your opinion.
5. Suggestions for further development Mahidol UniversityLibraryand Knowledge Center
Your feedback is highly appreciated and will help us to improve our library services. Thank you for your kind cooperation.

Mahidol University Libraries:User Satisfaction Survey

Mahidol University Libraries:User Satisfaction Survey

Part 1 Your Library Use Behavior

Part 2 Expected and perceive level from library services.

Library Services (Expected level)

Library Services(Perceive level)

Place & Facilities (Expected level )

Place & Facilities (Perceive level)

Place & Facilities (Con.) (Expected level)

Place & Facilities (Con.) (Perceive level)

Library Resources (Expected level)

Library Resources (Perceive level)

Part 3 Suggestions

Your feedback is highly appreciated and will help us to improve our library services. Thank you for your kind cooperation.