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The primary purpose of this study was to check the online information retrieval self-efficacy among library professionals in predicting the satisfaction of patrons within universities’ libraries.

The study was grounded on Bandura four sources of self-efficacy, encompassing mastery experience, vicarious experience, social persuasion and physiological states. To accomplish this, a meticulously designed questionnaire was administered to collect data from library professionals employed in universities libraries recognized by the Higher Education Commission in Punjab and capital city of Pakistan (Islamabad). Following by the validation of assumptions, researchers conducted a multiple linear regression test to predict the outcomes of the dependent variable by using the independents variables. Additionally, a comparative evaluation was carried out among all the independent variables to determine their respective contributions to satisfaction of library patrons.

The results emphasized the distinct and substantial significance of three variables, physiological states, social feedback and mastery experience in predicting the satisfaction of library patrons. Nevertheless, vicarious experience did not demonstrate a significant influence on the satisfaction of library patrons. Furthermore, influence of physiological states on the improvement of library patrons’ satisfaction was relatively higher compared to other three self-efficacy sources. In conclusion, research established the essential role of online information retrieval self-efficacy in enhancing the satisfaction of library patrons.

The findings of the study can form a solid basis for devising academic programs to train the library professionals for effective utilization of various information systems and databases. These programs play an important role in improving the self-efficacy of library professionals, ultimately refining their skills in online information retrieval.

In essence, this study provides insights into the factors which are pivotal in effective information searching process, ultimately leading to increase the satisfaction level of library patrons which has not been previously researched in Pakistan as well as the world context. Moreover, the study significance lies in contribute to academic discourse, its potential to transform and promote the library services and as well as empower library professionals in delivering the satisfying and efficient experience for library patrons in the current digital age.

The purpose of this paper is to propose a new model for studying the patron’s satisfaction level over time for library systems. For this purpose, it is necessary to identify the key factors that are influential in nature. Thereafter, this paper explains and shows the procedure used for developing the causal loop diagram, the flow diagram, mathematical modelling and the simulation of the problem. A sample problem is used to show the applicability of the proposed model. Because the proposed methodology allows management to look into the patrons’ satisfaction level over time, it makes a significant contribution to the literature of the library and information management, as well as dynamic simulation modelling.

This paper is written based on the studies and observations from scientific journals and reports. For model development purposes, the author has used the concept of systems thinking and systems dynamics to model the complex systems and simulate that using Vensim computer simulation software.

As the trend of patron’s satisfaction shows, it is possible to improve the satisfaction level over time to a level above 60 per cent from 48 per cent over the simulation running periods. Meanwhile, the level of donation is up from 10 to 40 per cent in the same period as the satisfaction level has been studied. Because this is the first paper that looks into such important variables over time using systems dynamics, it makes significant contribution to the field of library and information management.

In almost all library models for patron’s satisfaction calculation, the proposed models are static and can find this value for a point of time rather than over a long period of time. In this paper, a system with an initial value of patron’s satisfaction level was used, and by taking all key factors into consideration, the author has developed a system that calculates patron’s satisfaction trend over time. Also, the proposed dynamic model is able to determine the level of donations that patrons can make to the library over time.

The purpose of this research is to create and test a model of a patron's innovativeness formation toward a chain restaurant brand.

A review of the current literature revealed six key determinants in the formation of patrons' innovativeness in the chain restaurant context. Based on theoretical relationships between these constructs, a structural model was proposed. The model was tested utilizing data collected from 433 chain restaurant patrons.

Data analysis indicates that satisfaction and brand attitude positively influence innovativeness, with the impact mediated by advertising effectiveness and perceived risk in a new menu trial. Advertising effectiveness significantly reduced patrons' perceived risk in a new menu trial and thus positively influences innovativeness. Lastly, it was revealed that sales promotions have a strong impact on innovativeness.

The findings emphasize the significance of study variables in the formation of patrons' innovativeness in the chain restaurant context. These findings help restaurant practitioners in successful new menu/food product launch.

This study is the first to explain the formation of patrons' innovativeness in the chain restaurant industry. Given that a proper understanding of innovativeness is critical to achieving chain restaurants' business success, the model verified in this study may serve as a guideline for practitioners/researchers in this field.

The purpose of this paper is to apply expectation-confirmation theory (ECT) and the unified theory of acceptance and use of technology (UTAUT) to identify potential determinants of library patrons’ intention to continue using (continuance) self-issue and return systems for borrowing and returning books. The role of continuance is specifically interesting and is well-established in the literature of information systems (ISs) and marketing because continuance is considered to be the central element for the survival of ISs and of self-service technology (SST). However, the role of continuance has been neglected by researchers studying library SST adoption.

A research model integrating the expectation-confirmation model of IS continuance with UTAUT was developed and empirically validated using data obtained from a field survey involving 128 active users of a self-issue and return system at a public library in Taiwan.

Library patrons’ continuance intention was affected by their post-adoption expectation of perceived performance, effort performance and facilitating conditions as well as their satisfaction when using self-issue and return systems. Moreover, a patron satisfaction level was influenced by performance expectancy and confirmation of initial expectations, whereas confirmation had a positive effect on all post-adoption expectations.

This study broadens perspectives on SST adoption behavior in the library context by identifying some factors that influence library patrons’ continuance decisions. Furthermore, the authors verified the applicability and predictability of the theoretical integration of ECT with UTAUT in a diverse setting because the authors sought survey participants outside of the college population.

The purpose of this paper is to investigate the possibilities of implementing the customer relationship management (CRM) concept and smart technologies in public libraries in developing countries. The goal was to explore the level of librarians’ awareness about CRM concept and their willingness to accept the CRM concept in libraries. Also, patrons’ satisfaction with the quality of services and relationships in public libraries is explored.

The authors obtained data for this research through two online surveys. The first survey measures librarians’ level of awareness about CRM concept and their perception about CRM and smart technologies concept in public libraries in three developing countries: Serbia, Montenegro and Bosnia and Herzegovina. The second survey measures patrons’ satisfaction with services and relationship in public libraries in these three countries.

The research results revealed that most surveyed librarians are familiar with the CRM concept. However, libraries in these three developing countries barely use CRM or smart technologies to improve the relationship with stakeholders. Also, most patrons are satisfied with relationships and services. The analysis of data indicates no significant difference in the satisfaction level among patrons between these three developing countries.

Not all libraries participated in this research. Therefore, the sample is not distributed evenly across different types of libraries or user groups. Future research should include different types of libraries.

The results can be used by public libraries in developing countries to improve the relationship with stakeholders harnessing CRM concept and smart technologies.

The use of CRM in combination with the smart technologies can help leverage the quality of the relationship between public libraries and stakeholders which in turn would secure their support and loyalty in the future.

The integration of CRM concept as a component of library business automation process is an idea that has not been discussed widely in the library community and could initiate a positive trend in public libraries in developing countries.

This study aims to combine the patron perception of the interlibrary loan services offered in three libraries: an ARL campus, a small private liberal arts campus, and a large state public library. The goal was to have a vehicle for gathering both satisfaction and value information for each of the services provided by a resource-sharing operation to cross-analyze patron perceptions, satisfaction and value placed on resource sharing at each institution.

A survey was created to gather the information desired, and it was designed to be completed in less than 15 minutes. The survey wording was adjusted depending on the individual participating organization to provide appropriate text for the local patrons. However, the basic content was similar for each library. The survey included an optional field where the patron could enter their name to allow follow-up as desired. It also included an open question to capture anything else the previous questions did not.

This case studies finding include recognition of recurring features found valuable to library patrons utilizing all three institutions: access, speed and people. Each library was able to identify areas of strength and areas to improve upon within their services. Each library also gained insight into their patrons’ perceptions of the resource-sharing services offered. This insight is being used for further assessment studies, as well as to implement changes on each local campus.

This study provides insight and data into resource-sharing assessment as related to patron value. As the literature review shows, no studies of this kind have been done recently or across the institutions included: small private academic, large research academic or large public library.

Librarians respond to staffing L‐net, Oregon's statewide reference chat service, in different ways. The aim of this paper is to create a survey to look for ways to improve the statewide service and improve the experience of chat librarians (as well as patrons).

The authors surveyed L‐net librarians to learn their thoughts and satisfaction with answering L‐net chat questions. They collected anonymous survey data via PSU's web survey software (Qualtrics). The survey instrument was a mixture of qualitative and quantitative questions. The survey consisted of 29 questions.

While the literature has many articles regarding patron satisfaction with chat reference, there is a dearth of articles regarding librarian satisfaction with chat. It was found that nearly a quarter of librarians said they did not answering chat questions on L‐net. A total of 76 percent indicated they had received written abuse. Swearing was the number one complaint at 28 percent, followed by sexual comments and rude remarks, which tied at 17 percent. One obvious problem seems to be the anonymity of the service and the way chat can serve as an outlet for youth learning boundaries.

While many studies have been done on patron satisfaction, few have studied librarian satisfaction in staffing virtual reference.

The objective of this paper is to investigate the effect of the dining experience elements at gas stations foodservice outlets: (1) food quality, (2) service quality, (3) convenience and (4) atmospherics on customers' overall satisfaction and behavioral intention. This study also examines the mediating effect of overall satisfaction on dining experience elements and behavioral intention.

This paper applies a quantitative approach, using partial least square-structural equation modeling for analysis. Survey data were collected online from 231 participants in the United States.

Convenience and food quality are strong predictors of gas station food purchasing overall satisfaction and behavioral intention. Meanwhile, service quality and atmospherics were not statistically significant.

This study's survey was conducted online. Participants reflected on their dining experience at gas station dining outlets in the prior week.

This study contributes to the existing foodservice literature by exploring dining at gas stations. It also provides a new insight into the importance of convenience in influencing overall satisfaction and behavior intention in a gas station foodservice setting.

This study helps with the understanding of consumer behavior and expectations of a fast-food setting. This study helps with enhancing convenience in order to improve the customers' experience and reduce their daily stress relating to wait time for purchasing fast-food meals.

This is the first study to examine consumer experience at a gas station food service setting.

While academic libraries have often purchased proprietary software to assess patron satisfaction, the open source movement has generated high-quality software available free of charge. These tools are useful alternatives in an era marked by tremendous budget cuts familiar to many academic libraries. The purpose of this paper is to demonstrate the ability of open source software to effectively and affordably measure the quality of service at academic libraries.

The author's experience with using the open source tool LimeSurvey to administer a library survey over a three-year period serves as a case study for other institutions. A literature review contextualizes the history of patron satisfaction surveys within academic libraries and questions the lack of an open source presence. Popular proprietary survey software is reported as a viable but expensive option, leading to a detailed case study of Sarah Lawrence College's successful addition of open source software to its assessment procedures.

LimeSurvey is a flexible, customizable, and cost-effective tool for a small college library investing in querying its patrons for constructive feedback as a means of improving user experience.

This paper will be of value to any library on a fixed budget looking to assess patron satisfaction with resources and services. Very little literature currently exists on this topic, but as the open source movement continues to flourish this software can play an integral role in allowing libraries to cut costs but not indispensable patron feedback.

The paper aims to systematically review research that analyzes satisfaction with electronic reference services, paying particular attention to how user satisfaction is measured. The application and value of evidence‐based methodologies for library and information science (LIS) research are explored.

Database searches identified research concerned with electronic reference. Articles with a variable of user satisfaction were extracted and subjected to a critical appraisal. The remaining research was analyzed for similarities, differences, and consistency.

A wide variety of methods are used to measure user satisfaction. There was almost no overlap in specific questions considered although there were some similarities in methodologies used. The results of this analysis show a lack of standardization in LIS research on this topic.

There may be some bias in the selection of research in that the reviewers were only able to obtain published findings. The lack of consistency in reporting results further limited the articles eligible for review and precluded a meta‐analysis.

By synthesizing the research conducted on this topic, practicing librarians should be able to see patterns in user satisfaction with electronic reference, and become aware of common pitfalls in undertaking user satisfaction assessment. Those conducting or planning LIS research will be able to identify the characteristics of sound research and thorough reporting of results.

Systematic review is an underutilized methodology in LIS research. As evidence‐based librarianship gains traction, it will become a more important tool for LIS researchers. The synthesis and analysis of previous research bring together disparate findings and show patterns and/or differences in providing these services, and brings into focus the lack of consistency in LIS research on this topic.