A Comparison of Web-based and Paper-and-Pencil Library Satisfaction Survey Results

Abstract

Although authors have done validation or comparison studies of Web-based and paper-and-pencil surveys for different samples, few have published such studies for library patrons. After publishing its previous Web-based library satisfaction survey, Western Kentucky University Libraries developed a similar survey with identical content for library Web and exit patrons to compare these groups’ responses. This article focuses on the collection of Web and exit survey responses in a two-week period, the transformation of response data for analysis, a comparison of the two samples, and discussion of the potential use of the results. Future research on the Web-based and paper-and-pencil methods themselves is indicated.