Patron attitudes toward automated checkout: A study of customer satisfaction at a private university library

by Ozoh, Ruphina N., Ph.D., CAPELLA UNIVERSITY, 2007, 98 pages; 3283384

Abstract:

The library automated checkout system, also known as the self-checkout system, is a tool that can be used by library patrons to check out materials independently. The study’s purpose was to determine the attitudes of library patrons toward this technological tool. A patron satisfaction survey and a calculation of the self-checkout volume for a period of 7 years were used to accomplish this. The study found that the self-checkout machine is perceived positively by library patrons at the private university library. It revealed that there is a positive relationship between the ease of using the self-checkout machine and patrons’ satisfaction levels. Ironically, the study revealed that the longer the self-checkout machine is used at the university library, the less likely patrons are to use it.

AdviserZhenhu Jin
SchoolCAPELLA UNIVERSITY
Source TypeDissertation
SubjectsLibrary science; Management; Information science; Higher education
Publication Number3283384

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