Evaluating End-User Services: Success or Satisfaction?
Creators:Ankeny, Melvon L.
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Citation:Melvon L. Ankeny, "Evaluating End-User Services: Success or Satisfaction?," The Journal of Academic Librarianship 16, no. 6 (1991): 352-356.
Does an indication of "satisfaction" by surveyed end users of online information services signify that they've actually been successful in obtaining needed information? This article reviews past evaluations of online search services and, from a study of 600 untrained end users, draws comparisons between users' satisfaction and their relative success.
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