Measuring User Satisfaction with Public Libraries in Dubai: A Survey Study

Abstract

This survey study presents the background, methodology, and findings of a user-opinion survey conducted among a sample of beneficiaries of the six public libraries affiliated with Dubai Municipality. The study measures five dimensions of user satisfaction: library opening hours, the circulation system, information resources, service quality, and internal organization and décor. It also identifies the main reasons for visiting public libraries. The results indicate that 32% of users visit the library for reading, nearly 15% for Internet use, 13% for borrowing, and another 13% for research purposes. In addition, 11% visit for studying and revision, 9% for consulting periodicals and magazines, 2% for using audiovisual materials, and a similar percentage for using software, while 3% reported other unspecified reasons.