USER SATISFACTION IN A GOVERNMENT LIBRARY: A CASE IN …/67531/metadc... · Wajan and Wajd, for their tenderness and love. To them, I ... References for Chapter I 18 II. REVIEW OF

USER SATISFACTION IN A GOVERNMENT LIBRARY: A CASE

STUDY OF THE MINISTRY OF FOREIGN AFFAIRS

IN SAUDI ARABIA

DISSERTATION

Presented to the Graduate Council of the

University of North Texas in Partial

Fulfillment of the Requirements

For the Degree of

DOCTOR OF PHILOSOPHY

By

Jamal Abbas Tameem, B.A., M.S.L.S

Denton, Texas

August, 1991

Tameem, Jamal Abbas, User Satisfaction in a Government

Library: A Case Study of the Ministry of Foreign Affairs in

Saudi Arabia. Doctor of Philosophy (Information Science),

August, 1991, 201 pp., 48 tables, 6 illustrations,

bibliography, 91 titles.

The problem of this study was the lack of knowledge

about user satisfaction with the library services which are

provided at the library of the Ministry of Foreign Affairs

(MFA) in Saudi Arabia. The purposes of the study were two-

fold: (1) to measure, evaluate, and analyze user

satisfaction with the library services provided at the MFA

Library for the employees; and (2) to develop a model for

evaluation of user satisfaction of library services in

government libraries in Saudi Arabia.

The data gathering instrument of this study was

distributed to 425 employees from the MFA in Saudi Arabia.

Usable questionnaires were returned by 280 or 65.88 percent

of the participants and were analyzed using Statistical

Package for the Social Sciences which included the chi-

square test, one-way analysis of variance (ANOVA), Scheffe

test, crosstabulation of each variable, frequency

distribution. Significance was at the .05 level.

The results of the survey showed that the more

education an employee had and the longer the employee had

worked at the Ministry of Foreign Affairs, the more

dissatisfied the employee was with the library's services.

Significant differences were also found depending on the

rank of the employee, the employee's age, the nationality of

the employee, and the country granting the respondent's last

educational degree.

Recommendations are proposed for the Ministry of

Foreign Affairs Library, and a model is presented for the

use of other government libraries in Saudi Arabia. Topics

for further studies on librarianship for government

libraries in Saudi Arabia are also suggested.

USER SATISFACTION IN A GOVERNMENT LIBRARY: A CASE

STUDY OF THE MINISTRY OF FOREIGN AFFAIRS

IN SAUDI ARABIA

DISSERTATION

Presented to the Graduate Council of the

University of North Texas in Partial

Fulfillment of the Requirements

For the Degree of

DOCTOR OF PHILOSOPHY

By

Jamal Abbas Tameem, B.A., M.S.L.S

Denton, Texas

August, 1991

Copyright by

Jamal Abbas Tameem

1991

111

ACKNOWLEDGEMENTS

I express my sincere appreciation to Dr. Ana D.

Cleveland, my major advisor, for her encouragement,

patience, and assistance in developing this study and for

her help throughout my program at the University of North

Texas.

I am also much indebted to the university member on my

dissertation committee, Dr. John P. Eddy, for his kindness,

guidance, and invaluable comments. I expand my appreciation

to the remaining members of my committee—Dr. Donald B.

Cleveland, my major professor when I started my program, Dr.

John B. Corbin, and Dr. Herman L. Totten—-for their support,

helpful suggestions, constructive comments, and encouraging

remarks while I was conducting my study.

Also, I am indebted and grateful to my long-suffering

wife, Dr. Wafa Own, who stood by my side as a truest help-

mate and encouraged me, as well as to my two daughters,

Wajan and Wajd, for their tenderness and love. To them, I

dedicate this work.

Finally, I am grateful to the Ministry of Foreign

Affairs, Saudi Arabia, for giving me an opportunity to

complete my higher education and for the financial support

that I have received during my study.

IV

TABLE OF CONTENTS

Page

ACKNOWLEDGEMENTS iv

LIST OF TABLES viii

LIST OF ILLUSTRATIONS xiii

Chapter

I. INTRODUCTION 1

The Institute of Diplomatic Studies 4

The Ministry of Foreign Affairs Library . . . 6 Statement of the Problem 11 Purpose of the Study 11 Research Questions 12 Significance of the Study 14 Assumptions 15 Limitations of the Study 16 Operational Definition of Terms 16 References for Chapter I 18

II. REVIEW OF RELATED LITERATURE 19

Definitions of Related Terms 20 Methodology of User Studies 21 Models of User Studies 26 Studies of Library Use 29 Studies of User Attitudes 32 Studies of User Satisfaction 37 Summary 41 References for Chapter II 43

III. RESEARCH METHODOLOGY 48

Research Population 48 Instrument 48 Pilot Study 49 Design of the Study 50 Sample Size 52 Procedure for Data Collection . 52 Treatment of the Data 54 Summary 55 References for Chapter III . ] 56

Chapter Page

IV. PRESENTATION AND ANALYSIS OF DATA 57

Card Catalog and User Satisfaction 60 User Guide and User Satisfaction 62 Arrangement of Materials and User

Satisfaction 67 Browsing Section and User Satisfaction . . . 70 Bibliographic Citations and User

Satisfaction 74 Availability of Materials and User

Satisfaction 77 Photocopying Services and User Satisfaction 79 Staff Assistance and User Satisfaction . . . 84 Computer Database and User Satisfaction . . . 86 Library Collection and User Satisfaction . . 88 Library Hours and User Satisfaction 92 Physical Facilities and User Satisfaction . . 93 Library Use In General 95 Other Services 108 Summary 112 References for Chapter IV . . . . 124

V. SUMMARY, FINDINGS, CONCLUSIONS, MODEL, AND RECOMMENDATIONS 125

Summary 125 Findings 126 Conclusions 129 Model for Evaluation of User Satisfaction

of Library Services in Government Libraries in Saudi Arabia 130

Recommendations 134 Recommendations For Future Research 139

APPENDIX

A. Political Map of Saudi Arabia 140

B. Cover Letter and Questionnaire Instrument (in Arabic) 142

C. Cover Letter and Questionnaire (in English) . . 155

D. Cover Letter for Pilot Study 167

E. Cover Letters for Assistance From the Major Professor to the Saudi Arabian Cultural Attache' and the Director General of the IDS

vi

APPENDIX Page

F. Frequency Distribution of the MFA 173

BIBLIOGRAPHY 194

Vll

LIST OF TABLES

Table Page

1. IDS Student Development in Ten Years 1979 -1989 6

2. MFA Library Development in Ten Years 1979 -1989 10

3. Number and Percentage of Usable Responses from the Employees of the Ministry of Foreign Affairs for All Demographic Variables (N = 280) 58

4. Responses Concerning Card Catalog with All Independent Variables (N = 280) (Chi-Square Test) 61

5. Satisfaction of Respondents Concerning Card Catalog with All Independent Variables (One-way ANOVA) 62

6. Differences in Means of Satisfaction with Card Catalog Based on the Employee's Educational Level (Scheffe Test) 63

7. Responses Concerning User Guide with All Independent Variables (N = 280) (Chi-Square Test) 65

8. Satisfaction of Respondents Concerning User Guide with All Independent Variables (One-Way ANOVA) 66

9. Differences in Means of Satisfaction with User Guide Based on the Employee's Educational Levels 67

10. Responses Concerning Arrangement of Materials with All Independent Variables (N = 280) (Chi-Square Test) 68

11. Satisfaction of Respondents Concerning Arrangement of Materials with All Independent Variables (One-Way ANOVA) 69

v m

Table Page

12. Differences in Means of Satisfaction with Arrangement of Materials Based on the Employee's Educational Levels (Scheffe Test) . . 71

13. Responses Concerning Browsing Section with All Independent Variables (N = 280) (Chi-Square Test) 72

14. Satisfaction of Respondents Concerning Browsing Section with All Independent Variables (One-Way ANOVA) 73

15. Differences in Means of Satisfaction with Browsing Section Based on the Employees' Educational Levels (Scheffe Test) 74

16. Responses Concerning Bibliographic Citation with All Independent Variables (N = 280) (Chi-Square Test) 75

17. Satisfaction of Respondents Concerning Bibliographic Citation with All Independent Variables (One-Way ANOVA) 76

18. Differences in Means of Satisfaction with Bibliographic Citation Based on the Employee's Educational Levels (Scheffe Test) 77

19. Responses Concerning Availability of Materials with All Independent Variables (N = 280) (Chi-Square Test) 78

20. Satisfaction of Respondents Concerning Availability of Materials with All Independent Variables (One-Way ANOVA) 80

21. Differences in Means of Satisfaction with Availability of Materials Based on the Employee's Educational Levels (Scheffe Test) . . 81

22. Responses Concerning Photocopying Services with All Independent Variables (N = 280) (Chi-Square Test) 82

23. Satisfaction of Respondents Concerning Photocopying Services with All Independent Variables (One-Way ANOVA) 83

IX

Table Page

24. Differences in Means of Satisfaction with Photocopying Services Based on the Employee's Educational Levels (Scheffe Test) 84

25. Responses Concerning Staff Assistance with All Independent Variables (N = 280) (Chi-Square Test) 85

26. Satisfaction of Respondents Concerning Staff Assistance with All Independent Variables (One-way ANOVA) 87

27 Differences in Means of Satisfaction with Staff Assistance Based on the Employee's Educational Levels (Scheffe Test) 88

28. Responses Concerning Computer Database Searching with All Independent Variables (N = 280) (Chi-Square Test) 89

29. Satisfaction of Respondents Concerning Computer Database with All Independent Variables (One-way ANOVA) . . . . 90

30. Satisfaction of Respondents Concerning Library Collection with All Independent Variables (One-way ANOVA) 91

31. Differences in Means of Satisfaction with Library Collection Based on the Employee's Educational Levels (Scheffe Test) 93

32. Satisfaction of Respondents Concerning Library Hours with All Independent Variables (One-way ANOVA) 94

33. Differences in Means of Satisfaction with Library Hours Based on the Employee's Educational Levels (Scheffe Test) 95

34. Satisfaction of Respondents Concerning Physical Facilities with All Independent Variables (One-Way ANOVA) 96

35. Differences in Means of Satisfaction with Physical Facilities Based on the Educational Level of the Employee (Scheffe Test) 97

Table Page

36. Responses Concerning Frequency of Library Use with All Independent Variables (N = 280) (Chi-Square Test) 98

37. Responses Concerning Use of Other Libraries with All Independent Variables (N = 280) (Chi-Square Test) 99

38. Responses Concerning Adequate Materials with All Independent Variables (N = 280) (Chi-Square Test) 100

39. Responses Concerning Adequate Tools with All Independent Variables (N = 280) (Chi-Square Test) 102

40. Responses Concerning Adequate Services with All Independent Variables (N = 280) (Chi-Square Test) 103

41. Responses Concerning Their Sufficient Training with All Independent Variables (N = 280) (Chi-Square Test) 105

42. Responses Concerning Importance of the MFA Library with All Independent Variables (N = 269) (Chi-Square Test) 106

43. Responses Concerning Satisfaction of the MFA Library in General with All Independent Variables (N = 264) (Chi-Square Test) 107

44. Responses Concerning Sending a List of Publications to the MFA Employees with All Independent Variables (N = 280) (Chi-Square Test) 109

45. Responses Concerning Answering Employees' Questions by Phone with All Independent Variables (N = 280) (Chi-Square Test) n o

46. Responses Concerning Sending Materials by Phone Request All Independent Variables (N = 280) (Chi-Square Test) Ill

47. Responses Concerning Using Interlibrary Loan with All Independent Variables (N = 280) (Chi-Square Test)

XI

Table Page

48. Responses Concerning Offering Library Orientation with All Independent Variables (N = 280) (Chi-Square Test) 114

xxi

LIST OF ILLUSTRATIONS

Figure Page

1. Ministries in Saudi Arabia 3

2. The Organization Chart of the Institute of Diplomatic Studies 7

3. The Organizational Chart of the Ministry of Foreign Affairs Library, 1986 9

4. Research Model 13

5. Information Seeking Behavior as Affected by Organizational, Role, and Functional Constraints 27

6. Factors Influencing Needs and Information-Seeking Behavior 28

x m

CHAPTER I

INTRODUCTION

Since the 1950s many studies have been conducted to

measure quantitatively the performance of libraries. The

library, as any other system, grows and becomes a complex

system, and its operations become increasingly complex.

Therefore, the library must operate in a way that the users

find the items of information they need. In the 1990s,

information is packaged in many formats and is available

through a variety of channels. Libraries remain one of the

most important and most economical sources for access to

information. User satisfaction as a criteria for measuring

library effectiveness has not been used for evaluation of

Saudi Arabian government libraries, and it has not been

mentioned in past research.

Saudi Arabia is an Islamic state based on principles

prescribed by the Qur'an, the Holy Book of Islam, and

Shari'ah, Islamic Law and is governed by the King and a

Council of Ministries from the executive and legislative

branches of the government.

Saudi Arabia, as a developing country, is striving to

improve its educational, social, and economic standards. In

the struggle to achieve its goals, it has established

various educational institutions to promote intellectual

growth in the society. Saudi ministries, government

agencies, companies, and research centers have shown

interest in establishing special libraries to serve their

officials. Approximately thirty special libraries have been

founded in Saudi Arabia since the mid-1950s. Some of them

are well-organized, well-equipped, and well-staffed.

There are twenty government ministries in Saudi Arabia

(see figure 1) and almost all of them have established

libraries on their premises. These libraries primarily

collect all the materials related to the needs and interests

of their ministries. Many of these libraries have

established documentation centers serving specialized needs,

such as inquiry services, bibliographical services, and

translation services. These libraries which are attached to

ministries are called "Government Libraries."

In order to produce and improve additional human

resources for use in government sector activities, the

Ministry of Foreign Affairs (MFA) in Saudi Arabia has

established the Institute of Diplomatic Studies (IDS). The

MFA Library serves both MFA employees and IDS students.

The main purposes of this study are: (1) to measure,

evaluate, and analyze user satisfaction with library

services provided by the library of the Ministry of Foreign

Affairs and (2) to develop a model for evaluation of user

KING FAHD CUSTODIAN OF THE TWO HOLY MOSQUES

SutHimi Commindar of Saudi Arabian Arnud Forets Prtitdint of th« Council of Mmisttrs frnttftnt of tN ConwJutivt Council Ctwrmon of tho Supreme Commitut for AdtMmstrttion Htform

PrMKtoflcy of Counot of M« mslen

hwiwr Hit Mipsty the King 1st D«*ity Frtmwr HRH the Crown Prmco 2nd Deputy HRH the Pnnct

S«crot«not G»n«r»J of t>* C 5

1 TS

1

MINISTRY OF FOREIGN AFFAIRS

MINISTRY OF DEFENCE & AVIATION

MINISTRY OF PETROLEUM & MINERAL RESOURCES

MINISTRY OF PUNNING

MINISTRY OF HIGHER EDUCATION

MINISTRY OF EDUCATION

MINISTRY OF PILGRIMAGE &WAQFS

MINISTRY OF COMMERCE

MINISTRY OF INTERIOR

MINISTRY OF JUSTICE

MINISTRY OF INFORMATION

MINISTRY OF FINANCE & NATIONAL ECONOMY

MINISTRY OF COMMUNICATIONS

MINISTRY OF INDUSTRY ft ELECTRICITY

MINISTRY OF HEALTH

MINISTRY OF POST. TEUEPHONE & TELEGRAPH

MINISTRY OF MUNICIPAL & RURAL AFFAIRS

MINISTRY OF AGRICULTURE * WATER

MINISTRY OF PUBLIC WORKS & HOUSING

MINISTRY OF LABOUR & SOCIAL AFFAIRS

Fig. 1. Ministries in Saudi Arabia.

satisfaction of library services in government libraries in

Saudi Arabia.

This study deals with the opinions and attitudes of the

employees of the Ministry of Foreign Affairs toward the

library's services and resources. In order to understand

what the employees' reactions are toward the library

services of the Ministry of Foreign Affairs, historical

background information on both the Ministry of Foreign

Affairs Library and the Institute of Diplomatic Studies is

provided.

The Institute of Diplomatic Studies

The Institute of Diplomatic Studies (IDS) is housed in

a large building with the Ministry of Foreign Affairs in

Riyadh, the capital of Saudi Arabia. The IDS is a

government institution which provides opportunities and

resources to improve the scholarship and professional skills

of promising Saudi diplomats from the Ministry of Foreign

Affairs of Saudi Arabia. The IDS was established in 1979 to

support Saudi diplomacy by providing Saudi diplomats with

the means to increase their efficiency and to become more

successful (Tameem 1988, 123).

The three general objectives of the IDS are:

to provide the staff of the Foreign Ministry and

those of other government agencies with academic

and training programs which aim at high

scholarship, professional attitudes, and the

development of Saudi career diplomats; to create

an atmosphere conducive to the conduct of research

studies addressing important Arab, Islamic, and

global issues; and to organize and participate in

conferences, seminars, workshops, and meetings

dealing with various aspects of diplomacy and

world affairs (Ministry of Foreign Affairs 1985a,

2) .

The IDS provides an academic full-time program for the

Saudi diplomat which it calls the "Diploma of Diplomatic

Studies." The Ministry of Higher Education in Saudi Arabia

calls this a functional Master of Arts degree (Ministry of

Foreign Affairs 1985b, 25).

In addition, the IDS provides numerous courses for

part-time students such as some of the ministry's employees

and their spouses. The spouses take courses in order to be

able to support their husbands in their diplomatic

activities. According to statistics in 1990, there are 110

persons working at the IDS, including fifty-one faculty

members (Ministry of Foreign Affairs 1990, 105). The number

of employees and their spouses who took courses full-time

and part-time from 1979 to 1989 was 3,322 (see table 1).

The Director General of the IDS supervises all the IDS

activities and reports to the Supreme Council of the IDS.

The IDS consists of four sections under the Director

TABLE 1

IDS STUDENT DEVELOPMENT IN TEN YEARS 1979 - 1989

Full-time Part-time Staff Year Students Students Wives Total

1979-1980 10 60 - 70

1980-1981 15 109 27 151

1981-1982 28 192 40 260

1982-1983 17 105 37 159

1983-1984 9 136 49 194

1984-1985 12 648 52 712

1985-1986 12 352 77 441

1986-1987 15 375 78 468

1987-1988 9 309 68 386

1988-1989 21 369 91 481

Total 148 2,655 519 3,322

General. These sections are administrative affairs,

financial affairs, academic affairs, and general

administration (Ministry of Foreign Affairs 1981, 73) (see

figure 2).

The Ministry of Foreign Affairs Library

The Ministry of Foreign Affairs (MFA) Library (formerly

the IDS Library) started its activities in 1979 in Jeddah.

In 1984, the MFA Library moved to Riyadh, 1047 kilometers

Department of Research

Training Prograis Section

Faculty

Transportation and Maintenance Section

Library Research Section

Oiploea Section

Student Services Section

Departaent of Student Affairs

Financial Affairs Section

Translation and Publications Section

Library and Docmentation Center

Personnel Affairs Section

Office of Director Seneral

Adeinistrative Coeeunications Section

Public Relation Section

Executive Coaaittee

Hives of Diplouts Training Section

Deputy Director.Seneral

Director Seneral

Departaent of Financial and Adeinistrative Affairs

Council of the Institute

Fig. 2. The organization chart of the Institute of Diplomatic Studies.

Source: Ministry of Foreign Affairs.. 1985a. Highlight on the Institute of Diplomatic Studies. (Riyadh, Saudi Arabia: Ministry of Foreign Affairs) 10.

8

(652 miles) from Jeddah (see Appendix A). The

organizational structure of the MFA Library was established

in 1986 to improve and expand library services. The

director supervises all library activities which are in

three divisions: reader services, technical services, and

research and document services (Tameem 1988, 128) (see

figure 3).

The MFA Library employs thirteen full-time staff

members including six professional Saudi librarians. They

provide many services, including reference, circulation,

reserve, bibliographic, computer online, and photocopying.

The MFA Library has three modern floors with many rooms

for study, research, administration, technical services,

collection storage, microfilm, videotapes, meetings, and

computer searching. In addition, there is a theatre which

seats two hundred persons. The total area of the MFA

Library is 2,737 square meters (Ministry of Foreign Affairs

1990, 96).

The MFA Library uses the Dewey Decimal Classification

(DDC) system, using an Arab edition of DDC system based on

the 11th abridged edition of the DDC system in English.

Cataloging is done under the Anglo-American Cataloging Rules

(AACR), using the Arabic edition of the Library of Congress

(LC) subject headings (Tameem 1988, 127).

Document Materials

Reserve Materials

Reference Department

General Director

Serials Department

Acquisition Department

Circulation Department

Library Director

Reader Services Division

Technical Services Division

Research & Document Services Division

Cataloging & Classification Department

Fig. 3. The organizational chart of the Ministry of Foreign Affairs Library, 1986.

Source: Tameem, J. A. 1988. The Institute of Diplomatic Studies (IDS) Library at the Ministry of Foreign Affairs in Saudi Arabia. Aslib Proceedings 40: 128.

The MFA Library maintains an open-stack system which

provides direct access to the book collection and which

facilitates browsing. In 1989, the book collection numbered

approximately 43,269 volumes in Arabic and other languages

and 234 periodical titles, in addition to 9,114 titles of

10

non-print materials (Ministry of Foreign Affairs 1989, 152)

(see table 2).

TABLE 2

MFA LIBRARY DEVELOPMENT IN TEN YEARS 1979 - 1989

Year Book

Volumes Periodical

Titles Library

Area (sq.m.) Library Staff

1979-1980 3,000 95 48 7

1980-1981 7,000 125 69 7

1981-1982 12,000 140 195 7

1982-1983 17,000 162 210 8

1983-1984 32,000 168 210 8

1984-1985 37,000 172 2721 10

1985-1986 39,500 209 2721 12

1986-1987 41,890 226 2721 12

1987-1988 42,790 226 2737 12

1988-1989 43,269 234 2737 13

The MFA Library has access to the computer database

through the Saudi Arabian National Center for Science and

Technology (SANCST). The SANCST provides, without charge,

bibliographic and holding information on all periodicals for

the academic scientific community of the Kingdom of Saudi

Arabia (SANCST 1985, 124).

11

The MFA Library serves a population of approximately

2,000 employees of the Ministry of Foreign Affairs,

including the IDS students and faculty members. The loan

period policy of the library is as follows: two-week period

for general collection, overnight for the most requested

books, and no circulation for reference materials or

periodicals. No fines or charges are imposed for overdue

materials.

Almost 75 percent of the collection in the MFA Library

is in the social sciences which covers the subject areas of

political science, international relations, international

law, economics, communication, and Saudi studies. The other

25 percent covers the humanities and the sciences. There

are 234 periodical subscriptions in Arabic and other foreign

languages and about 84 titles in microfilm (Ministry of

Foreign Affairs 1989, 52).

Statement of the Problem

The problem addressed in this study is the lack of

knowledge concerning user satisfaction with library services

which are provided at the library of the Ministry of Foreign

Affairs in Saudi Arabia. Related to this is the need for a

general evaluation model for the measurement of user

satisfaction of the library services in government libraries

in Saudi Arabia.

12

Purposes of the Study

The purposes of this study are two-fold:

(1) To measure, evaluate, and analyze user satisfaction

of the library services provided at the Ministry of Foreign

Affairs Library for the employees of the MFA in Saudi

Arabia, and

(2) To develop a model for evaluation of user

satisfaction of library services in government libraries in

Saudi Arabia.

To achieve these purposes, the following steps are

necessary: (1) compare the dependent variables (usage,

collection, and services) with the independent variables

(demographic characteristics and organizational variables),

and (2) compare the dependent variables (usage, collection,

and services) with each subsection of the MFA Library's

Instrument (see figure 4).

Research Questions

Based on the purposes of this study the following

research questions are stated.

1. Is there a significant difference in user

satisfaction among the employees of the Ministry of Foreign

Affairs (MFA) with regard to nationality?



Affairs with regard to employee's rank?

13

INDEPENDENT VARIABLES DEPENDENT VARIABLES

Demographic Characteristics MFA Library Instrument

Nationality + - -> * J*

Saudi Usage Non-Saudi

Marital status + _ "> 9 Single 10 Married 12 Divorced 13

Last degree received + ~ 9

Less than high school ? Collection

High school diploma U Some college 11 S College degree 14 E

(Bachelor) 15 R Post graduate 16

(post Bachelor)

Country granting degree + - 9

Saudi Arabia Others

Age J- _ 9 * • ^ Services S 18 - 25

P A

26 - 30 17 T 31 - 35 18 I 36 - 40 19 S Over 40 20 F

21 A Years of work + - 9 22 C

1 - 5 23 T 6 - 1 0 24 I

11 - 15 25 0

16 - 20 26 N More then 20 27

28 Organizational Variables 29

O A J u

Employee rank + _ 31 Administrative 32 Diplomatic 33 Others

Fig. 4. Research model.

14



Affairs with regard to marital status?



Affairs with regard to the last educational degree received?



Affairs with regard to the country granting the last

educational degree received?



Affairs with regard to the employee's age?



Affairs with regard to years of work at the MFA?

Significance of the Study

There are many user satisfaction studies, but these do

not take into account the cultural and historical context of

Saudi Arabia. This study develops a user study based on the

cultural and historical aspects of Saudi Arabia and develops

a model that can be generalizable to all government

libraries in Saudi Arabia. Also, it calls the attention of

the MFA employees to the many valuable resources of the MFA

Library and identifies the needs of the users. The results

15

of this study should help the managers of the MFA Library

decide which library services and programs should be

provided. These decisions should increase user satisfaction

and should establish priorities for desirable change in the

library's procedures. The study also details the actual

strengths and weaknesses of the MFA Library and its

services. It identifies the limitations or obstacles which

seem to discourage the use of the library. In addition, the

study will be helpful in the organization and planning for

library services in other government sectors.

Assumptions

The following assumptions are made for the purposes of

this study.

1. It is assumed that the sample chosen is

representative of the total population.

2. It is assumed that the rank (administrative,

diplomatic, and others) of MFA employees is subject to

pressures, both positive and negative, which have an effect

on overall library services.

3. It is assumed that the MFA employees who

participate in this study are qualified to give complete and

accurate answers to the questions.

4. It is assumed that respondents reply honestly to

the questionnaire.

16

Limitations of the Study

This study was limited to the employees of the Ministry

of Foreign Affairs in Saudi Arabia. The study used the MFA

Library questionnaire which was developed as the instrument

for measuring user satisfaction of library services at the

MFA Library (see Appendix B for Arabic version and Appendix

C for English version).

Lancaster (1977) states three factors that affect

information services. These factors are service

effectiveness, cost-effectiveness, and cost-benefits. This

study is concerned only with the effectiveness of library

services.

D'Elia and Walsh (1983) mentioned two general

approaches to the measurement of user satisfaction. These

approaches are objective and subjective. This study is

concerned only with the subjective approach in which the

user is the unit of analysis.

Operational Definition of Terms

In order to establish a precise understanding, terms

are defined as they are used in this study.

Satisfied user is any individual at the Ministry of

Foreign Affairs in Saudi Arabia who considers the activities

and sources of the MFA Library to be adequate.

MFA Library Instrument is a research questionnaire

designed for the purpose of measuring the effectiveness of

17

library services within three areas of user satisfaction

(usage, collection, and services).

User is any employee at the Ministry of Foreign Affairs

in Saudi Arabia who comes to the MFA Library for the purpose

of reading, searching, and checking out materials.

Collection is the body of materials in all formats

which exists in the MFA Library.

Services are the performance of all activities in the

MFA Library relating to the collection and organization of

library materials and making information and materials

accessible to the MFA employees.

Demographic characteristics requested from the employee

in the first part of the questionnaire are nationality,

marital status, last educational degree received, country

granting the last educational degree, age, language fluency,

and years of work at the MFA.

Organizational variables requested in the first part of

the questionnaire are the employee's rank (administrative,

diplomatic, and others). This includes all full-time

employees at levels that are not unionized, who provide

leadership for developing recommendations, and who implement

policy and administrative regulation for the Ministry of

Foreign Affairs.

Information resources are all the materials,

individuals, or organizations willing to give information.

References for Chapter I

D'Elia, G., and Walsh, S. 1983. User satisfaction with library services—a measure of public library performance? Library Quarterly 53: 109-133.

Lancaster, F. W. 1977. The measurement and evaluation of library services. Washington, D.C.: Information Resources Press.

Lancaster, F. W. 1988. If vou want to evaluate vour library. Washington, D.C.: Information Resources Press.

Ministry of Foreign Affairs. 1981. Bulletin of the Institute of Diplomatic Studies. Jeddah, Saudi Arabia: Ministry of Foreign Affairs.

Ministry of Foreign Affairs. 1985a. Highlight on the Institute of Diplomatic Studies. Riyadh, Saudi Arabia: Ministry of Foreign Affairs.

Ministry of Foreign Affairs. 1985b. Annual report of the Institute of Diplomatic Studies. 1984-85. Riyadh, Saudi Arabia: Ministry of Foreign Affairs. (In Arabic)

Ministry of Foreign Affairs. 1989. Annual report of the Institute of Diplomatic Studies. 1988-89. Riyadh, Saudi Arabia: Ministry of Foreign Affairs. (In Arabic)

Ministry of Foreign Affairs. 1990. The Institute of Diplomatic Studies in ten years. 1979-1989. Riyadh, Saudi Arabia: Ministry of Foreign Affairs. (In Arabic)

Saudi Arabian National Center for Science and Technology (SANCST). 1985. Interlending and Document Supply 13(4): 123-125.

Tameem, J. A. 1988. The Institute of Diplomatic Studies (IDS) Library at the Ministry of Foreign Affairs in Saudi Arabia. Aslib Proceedings 40: 123-129.

18

CHAPTER II

REVIEW OF RELATED LITERATURE

In order to locate materials relevant to this study, a

literature search was made through many resources. These

included Library Literature from 1960 to 1990, Library

Science Abstracts from 1966 to 1990, Library and Information

Science Abstracts from 1969 to 1990, Annual Review of

Information Science and Technology from 1966 to 1980, and

Dissertation Abstracts International from 1970 to 1990.

As Burns (1978, 5) notes,

The literature of user studies is large and

varied. It ranges in complexity from detailed

research investigations, which model how a user

gathers information, to the most elementary, in

house descriptive studies of a single library.

A considerable amount of literature has been written on

subjects such as information needs, information uses,

information wants, requirements, demands, and information

seeking behavior. Reviewers have found different words used

to describe the same concept and identical terms used to

mean different things. The terms information, use, uses,

users, channel, and source are all used in different ways as

19

20

the concepts of information needs, information seeking

behavior, and information gathering behavior change (Rohde

1986, 50).

The literature review reports research on (1)

definitions of related terms, (2) methodology of user

studies, (3) models of user studies, (4) studies of library

use, (5) studies of user attitude, (6) studies of user

satisfaction, and (7) summary of literature review.

Definitions of Related Terms

The concepts of information, information needs, user,

and satisfaction have various definitions. Ford (1977)

defines the term "information" within library and

information science as "the structure (or order) of any text

which is capable of changing the image structure of a

recipient" (p. 2). Krikelas (1983) defines information as

"any stimulus that reduces uncertainty" (p. 6). A study by

Faibisoff and Ely (1976) proposes an operational definition

that "information is a symbol or set of symbols which has

the potential for meaning" (p. 2).

Krikelas (1983) defines the term "information needs"

within library and information science as the "recognition

of the existence of uncertainty" (p. 8). Also, Zweizig

(1979) describes information needs as "something which

prevents an individual from making progress in a difficult

situation" (p. 240). Dervin, Harlock, Atwood, and Garzona

21

(1980) define it as the "gaps individuals may perceive in

their pictures of the world which they may try to fill with

inputs from messages" (p. 591).

Ford (1977) defines the term "user" as "a recipient who

has perceived an anomaly in his knowledge of the world and

is trying to find messages which are aimed at correcting

that anomaly" (p. 2). Zweizig (1979) defines it as

"representing a shift in focus from the library activity to

the library patron" (p. 4).

Satisfaction is hard to define and, therefore,

extremely hard to measure. According to Tessier, Crouch,

and Atherton (1977), "satisfaction is clearly a state of

mind experienced (or not experienced) by the user" (p. 383).

The Gallup Organization, Inc. (1978) defines satisfaction as

an affective or cognitive state of mind which the user

experiences as a result of his use and subsequent evaluation

of library services.

Methodology of User Studies

Although earlier studies have been criticized for

implementing defective methodology and shallow

conceptualizations, they have provided the groundwork for

subsequent studies. Four main methods of collecting data

are either explicitly or implicitly related to the

information needs of the library user (Goldhor 1972).

22

(1) The survey technique of questionnaires is the most

common device employed in measuring library use and library

use attitudes. Among the most appealing attributes of a

questionnaire is that it allows for easy categorization of

questions and tabulation of results.

(2) The interview method is employed to facilitate

communication face-to-face between the investigator and the

user of the library. This technique allows the researcher

to explain and clarify his questions and allows the user to

amplify his answers. The interview, as a data-gathering

method, is frequently misunderstood. Many people think of

interviewing as asking a person some questions; and, of

course, it is that, but it is not asking just any questions

in any way. The questions for the interview should be

accurately worded and carefully planned. The interview

technique should be used only if it is the most convenient

way by which to gather the information desired because it is

expensive and time-consuming.

(3) The observation method is one way in which to study

use of the library without putting any obvious burden on the

part of the user. Observation could involve following the

user (with his consent) about the library and seeing what,

if any, problems the user comes up against. This could be

unnerving for the user but highly revealing to the observer.

(4) The method for analysis of documentary sources has

two techniques which are citation analysis and content

23

analysis. This method consists briefly of counting the

number and relative frequency of defined elements in the

text of a document or other message. This method of data

collection can obviously be applied to library user records

across a long period of time.

Paisley (1968) states that the lack of sound

conceptualization is due to the failure to consider these

factors:

the full array of information sources that are

available; the uses to which information will be

put? the background, motivation, professional

orientation, and other individual characteristics

of the user; and the social, political, economic

and other systems that powerfully affect the user

and his work (p. 2).

The objective of studying information needs and uses as

expressed by Lipetz (1970) may be (a) the explanation of

observed phenomena of information use or expressed need; (b)

the prediction of instances of information use; or (c) the

control and thereby improvement, of the utilization of

information through manipulation of essential conditions.

The achievement of such objectives must be presented by

certain activities; (d) the description of observed

information use; (e) the definition of convenient and

appropriate concepts for describing and dealing with

information use; and (f) the theorizing of casual and

24

qualitative relationships between information use and

associated factors (Lipetz 1970, 3).

In the early 1970s, a theoretical model for the

scientist's needs for and uses of information were more

necessary than ever. A distinction between users with

different backgrounds was emphasized. Formal and informal

communication systems were studied extensively. Crane

(1971) focuses on social organization in research areas and

the diffusion of information through formal and informal

communication systems, especially on the research front.

Lin and Gravey (1972) summarize the factors affecting

different information needs of scientists and technologists

as the type of work, the discipline within which one is

working, and knowledge of what facilities and/or materials

are available. Martyn (1974) observes that user studies

were not broadening into areas outside science and

technology. Nor were the studies using more refined

sociological techniques or focusing on system-oriented

studies and background research on cognition and behavior.

Crawford (1978) points out that after thirty years of

research, the scope of user's studies has been extended to

include users in a wide variety of disciplines. Among them

are psychology, education, policy-making, and law. Also,

almost everyone's needs are now being surveyed: senior

citizens, urban population, minority groups, as well as

scientists and technicians. He observes that a considerable

25

increase of refinement in conceptualization and methodology

is evident.

Two concepts, information needs and information seeking

behavior, have often been confused in research and writing

(Wilson 1977). There is a difference, and reference to the

kinds of questions to which the two concepts give rise, with

their respective influencing factors, illustrates the

difference. Finding out about information needs involves

asking: Does this person or group need information? Does

he know he needs information? What kind of information does

he need? Finding out about information seeking behavior

involves asking: What does he do about his need? How does

he select information resources? How does he carry out a

research for information?

Whatever the source of information, it will at some

point be used, if only in the sense of being evaluated to

discover its relationship to the user's need. That use may

satisfy or fail to satisfy the need and, in either event,

may also be recognized as being of potential relevance to

the need of another person and, consequently, may be

transferred to that person (Wilson 1981). Investigation

factors influencing information needs or investigation

search strategies is clearly an investigation of information

seeking behavior.

26

Models of User Studies

There are many models for information seeking behavior

which evaluate the effect of library usage. Three such

models are described.

Paisley's (1968) model suggests that it is not possible

to study a user in isolation; account has to be taken of a

whole series of systems and sub-systems of which the user is

the center. Paisley identifies ten systems which affect the

user:

(1) the cultural system,

(2) the political system,

(3) the membership group,

(4) the reference group,

(5) the invisible college,

(6) the formal organization,

(7) the project team,

(8) the individual,

(9) the legal/economic system, and

(10) the information market place.

In Mick's (1980) model the user is not the center of a

number of converging systems but is a part of them. Mick

wants to collect variables relating to behavior which are

not only descriptive but which may be manipulated by

managers. As he wrote, "the reason information innovations

are technology and content driven is because information

behavior studies have failed to provide information which

27

can be used in the design of systems and services" (p. 349)

(see figure 5).

Information Universe

Perceived Information Environment

Information Environment

Organ!gational Constraints

Role Constraints

All Information Relevant to Task

Functional Constraints

Information Available to Perform Task

Fig. 5. Information seeking behavior* as affected by organizational, role, and functional constraints.

Wilson's (1981) model stresses the complexity of the

environment of the user, in particular the understanding of

social research methods and general theories of

communication which are needed to study information seeking

behavior. He discusses the advantages of a multi-

disciplinary approach to information science, a trend which

28

is being recognized by many schools of library and

information science as they alter their curricula to

incorporate multi-disciplinary elements (see figure 6).

Environment

Work Environment

Socio-Cultural Environment

Politico-Economic Environment

Physical Environment

Physiological Meeds

Affective Needs

Cognitive Needs

Work Role

Performance Level

Role

Personal, inter-personal fc environ-

mental barriers

Information Seeking Behaviour

Fig. 6. Factors influencing needs and information-seeking behavior.

Wilson mentions that examination of the literature on

human needs shows that this concept is divided into three

categories: "physiological needs, such as the need for

food, water, shelter, etc.; affective needs, such as the

need for attainment, domination, etc.; and cognitive needs,

such as the need to plan, to learn a skill, etc." (p. 9).

29

Studies of Library Use

Crawford (1978) has estimated that more than 1,000

studies of library use were published prior to 1978.

Bibliographies of use studies include Atkin (1971) with 667

citations, Bates (1971) with 181 citations, Davis and Bailey

(1964) with 438 citations, DeWeese (1967) with 547

citations, and Sellen (1983) with 61 citations. Reviews of

user studies include Ford (1973), Menzel (1960), Paisley

(1965), Weinstock (1966), and Wood (1971). Some of the

citations on user studies were about patrons1 use of school,

college, academic, and public libraries. Of course, there

is much overlapping among these studies.

In addition, Woods (1965) published a summary of major

use studies which provides a basis for evaluating and

comparing the findings of use studies which were conducted

from 1930 to 1964. The Annual Review of Information Science

and Technology from 1966 to 1980 included a chapter and

review under the title "Information Needs and Uses."

Powell (1988) published a paper in which he argues that

user studies and performance measures provide two major

approaches to evaluating the effectiveness of library

services. In the paper he presents an overview of the

literature and examines the goals and approaches in user

studies. The author concludes that libraries should be most

concerned with measuring their ultimate product, performance

or effectiveness based on user data such as satisfaction.

30

He also concluded that a real need exists for libraries to

be accountable for the effectiveness of their services.

Taglicozzo and Kochen (1970) conducted a study at the

Ann Arbor Public Library and three university libraries.

The purpose of their study was to test the ability of the

users of these libraries and to measure their performance at

the card catalog. The researchers found that the user

performance at the card catalog resulted in failure; in

other words, the card of the desired item was in the

catalog, but the user failed to find it. Other factors are

not included in this study such as circulation performance

and library operation performance.

Another similar survey was conducted by Whitlatch and

Kieffer (1978) at San Jose State University Library,

California. The purpose of their study was to determine the

reasons why users were not finding desired information or

materials. The authors mention six factors which are user

citation skills, user skills at the catalog, circulation

policy, user skills at the shelves, collection development

program, and library operations. The researchers found that

the user catalog skills and the circulation interference

were the most influential. They suggest that the loan

period be reconsidered, that an orientation program be

offered to the user, and that librarians be encouraged to

circulate among users to offer help to anyone needing it.

31

Palais (1980) conducted a study at Arizona State

University Library. The purpose of this study was to

measure the success or failure of the library's user to

locate desired materials. The author reports on five

factors: acquisition performance, catalog user performance,

circulation performance, library operation performance, and

user performance. Palais found that both the library

operation performance measure and the user performance

measure were the poorest, 85.7 percent and 86.9 percent

respectively, as compared to an acquisition measure of 94.5

percent, catalog user measure of 93.1 percent, and

circulation measure of 92.2 percent.

A study conducted by Harrell (1988) focuses on the use

of an academic library by university students at the

University of Texas in Arlington. The study contributes to

that area of library administration by focusing on nine

factors thought to be associated with student use of

academic libraries. The researcher found that two of the

nine factors significantly related to the number of items

borrowed during a semester. Recommendations for future

study are made, and replications are recommended using two

or more academic institutions of similar size and

educational mission.

32

Studies of User Attitudes

The Survey Research Center (1961) conducted a study of

faculty attitudes toward library services at the University

of Michigan. The purpose of this study was to ascertain the

use of the university library system by faculty members,

their opinions about the collections, services, and

facilities, and their ideas about the future development of

the library. The study found that the lower ranks

(assistant professors, lecturers, instructors) depend more

on the library for their work and are less satisfied with the

book collection and library services than the higher ranks.

A study was conducted by Slater (1970) at a British

university on the attitude of students toward the library as

well as selected aspects of library use. The study found

that student attitudes toward the library improved over the

three year period from 1962 to 1965 and that the efficiency

of library use reflected some decline. The result of this

work found that female students used the card catalog more

than male students and male students asked for help from

library staffs more than females. The satisfaction of the

female with library services is higher than the male's

satisfaction.

Another study, conducted by Allen (1970) investigated

the attitude and library use among students and faculty

members in three selected community colleges within

Illinois. The researcher indicates that full-time students

33

use the library more than part-time students and that the

faculty educational level and courses taught seem not to

have a significant impact on use or attitude toward the

library. The author reports several variables which affect

the use of the community college library such as the age and

the geographical location of the institution, the attitude

of the faculty and students, and the internal climate of the

institution.

Burns and Hasty (1975) conducted a descriptive study of

the library user at Colorado State University and his

relationship to the services offered by that institution.

The goal of this investigation was to examine in detail only

the science reference desk to see if it performed in a

satisfactory manner. There was no evidence of any

widespread dissatisfaction to what was being offered at this

service point. The attitude toward these services was a

positive one of acceptance. In conclusion, the study did

not accomplish all its goals, nor was it uniformly

successful in those it did attain. It did measure in a

useful fashion student and faculty responses to selected

services offered by the library.

Eliott (1977) conducted a study on the attitudes toward

and use of one university library by undergraduates.

Frequency of use, satisfaction with library services, and

antecedent library instruction were the factors considered.

The findings indicate the highest correlation between

34

frequency of visits to the library and use of the building

as a place to study.

Ashoor (1978) conducted a survey on the users'

attitudes toward the resources and services of three

university libraries in Saudi Arabia. The purpose of this

study was to evaluate library resources and services through

faculty and student opinions toward these resources and

services. The researcher found that the faculty and

students view library resources and services as being

inadequate to meet their needs. Users face numerous

problems which tend to prevent the library user from

satisfying his needs for library services. Ashoor found

that more than 50 percent of the students reported that they

had never used any type of library before coming to the

university, and 40 percent of the students indicated that

they only use the library to study their own textbooks (p.

133). He also found that the library staff members have a

lack of training on modern librarianship so they are not

capable of meeting the needs of the library users. He makes

recommendations for further studies on librarianship in

Saudi Arabia.

Powell (1984) examined the relationship between

personality and frequency of library use. The subject of

this study included a sample of college students, and some

correlation was found between certain personality types,

locus of control, and frequency of use in the public

35

library. The researcher recommends further study of this

relationship.

The purpose of Drake's (1985) study was to identify the

users and non-users of an academic library among students in

a representative college of business administration and to

identify selected factors to the user and attitudes toward

the library and librarians. Data were collected by means of

a guestionnaire administrated to a sample of all business

majors at one university. Thirteen analytical variables

were investigated. The researcher found that libraries need

to apply improved marketing technigues to increase use of

their services and resources.

Wai and Saul (1989) conducted a survey on the faculty

attitudes regarding library facilities and services at the

library of the University of Idaho. The purpose of their

study was to determine faculty perceptions of how their

research and teaching needs are being met by the library's

collection and services. A total of 796 guestionnaires were

sent to both on-campus and off-campus faculty members. Four

hundred and forty-eight on-campus and 103 off-campus

guestionnaires were completed and usable for the study. The

researchers found that 82 percent of the on-campus faculty

members who responded were either very or somewhat satisfied

with the library in general. About two-thirds of the

faculty felt very or somewhat satisfied with the library in

meeting their research needs. Also, 131 faculty felt

36

somewhat or very dissatisfied. Ten percent of the faculty

felt they were able to find over 80 percent of the resources

they needed from the library. Faculty members wrote

comments for improvement of the library facilities and

services.

Kahtani (1990) conducted a descriptive study of twenty-

five research studies and information center libraries in

Saudi Arabia. The purposes of this study were to evaluate

the current status of twenty-five research libraries in

Saudi Arabia, to develop an overall plan for these

libraries, and to consider the possibility of cooperation

between these libraries. A total of 170 from 204

distributed questionnaires were analyzed using a

triangulation method. The study provides data on each

library, including educational level of the library staff,

nationality, and salaries; types of users; source of

financial support; annual budget; cataloging and

classification systems used; types of building facilities;

types of library equipment and systems used; and all types

of library holdings. The researcher found that users are

divided into five categories: employees, faculty, training

employees, researchers, and visitors. The users totaled

6,566, and 80 percent (5,191) of the users were employees.

The researcher addresses the major problems that face the

development of these libraries and makes recommendations for

further studies.

37

Studies of User Satisfaction

The term "user satisfaction" has been accepted and used

by the profession for the measure of the library's

performance. According to D'Elia and Walsh (1983), there

are two general approaches to the measurement of user

satisfaction. These approaches are the:

(1) Objective approach. The library is the unit of

analysis, and the proportion of items that the library can

supply upon demand is the measurement of satisfaction.

Studies of this type of measurement include Abduljalii

(1985), Ajlan (1985), Buckland (1972), Rashid (1985), Rzasa

and Baker (1972), and Wessel (1968).

(2) Subjective approach. The user is the unit of

analysis, and the user's opinions of how well the library

has performed in satisfying his demands is the measurement

of satisfaction. Studies of this type of measurement

include Chwe (1978), D'Elia and Walsh (1983), Gallup

Organization, Inc. (1978), and Tessier, Crouch, and Atherton

(1977) .

A survey of user satisfaction with library services at

Romsey County Public Library was conducted by D'Elia and

Walsh (1983). The purpose of this study was to evaluate the

performance of various services within a library and to

measure a given library's overall level of performance and

to compare these levels of performance with those reported

for other libraries. The data of this study were designed

38

to be collected from patrons by means of a self-

administrated questionnaire. The study reported the

relationship between the library grade scale, the user

satisfaction scale, the demographic characteristics of the

users, and the users' evaluation of the specific services

within the library. The study characterized the construct,

user satisfaction, with three uses as descriptive,

diagnostic, and behavioral. The authors concluded that

user behavior is enigmatic and maybe too complex to gauge

library performance except for analysis of specific

services. This study demonstrates the complex nature of

user behavior.

Determination of book availability is one of the

recommended methods for measuring library effectiveness. In

other words, the library provides books or documents to

library users according to their needs. Abduljalil (1985),

Ajlan (1985), and Rashid (1985) conducted studies for

doctoral dissertations on book availability. These types of

studies use an objective approach in which the library is

the unit of analysis. The authors of these studies used

questionnaires as the method for collecting the data to

determine user satisfaction in getting the titles which the

user wanted. The results of these studies were analyzed

utilizing a branching technique developed by Kantor (1976)

which measures the various factors affecting book

availability in terms of user satisfaction. The most

39

important finding from these studies is that this type of

analysis to determine library effectiveness can be used as a

practical decision aid in managing basic library service.

The studies recommend and suggest various measures that can

be helpful for improving library services in terms of user

satisfaction.

Another similar study by Tessier, Crouch, and Atherton

(1977) defines three measures of user satisfaction with

computer-based literature searches. The authors postulated

that at least four aspects of computer based retrieval

situations contribute as a whole: the service, the output,

the library as a whole, and the interaction with library

personnel. The researchers suggest that there are

additional focuses of user satisfaction and that observation

of the user is a rich source of data that should be tapped.

The authors state, "we need to measure all the different

aspects of user satisfaction and we need to use all

available methods to measure user satisfaction" (p. 388).

Auster (1983) studied user satisfaction in the areas of

online reference services. The author reviews the online

negotiation interview and user satisfaction. The objective

of the online search is to fill the information needs of the

user so that he is satisfied with the result. The

researcher points out that the online search process in

libraries is barely a decade old and that understanding of

it is still expanding and deepening.

40

A related study conducted by Hilchey and Hurych (1985)

evaluates user satisfaction with an online reference service

in Founders Memorial Library at Northern Illinois

University. The method for data collection was a

questionnaire. The results of the study found that most

users are satisfied with the service and some improvements

could be made by helping users understand the search

strategies. Some suggestions are presented for improvement

of the service and the user evaluation form.

An important study was conducted by Ashoor and Khurshid

(1987) on the user's reactions to the online catalog at the

University of Petroleum and Minerals library in Saudi

Arabia. The purpose of this survey was to identify user

attitudes toward the online catalog, search patterns, and

levels of satisfaction. Data were collected by a

questionnaire based on a previous questionnaire developed by

the Council on Library Resources (CLR) which is

comprehensive and standardized and available to any library

wishing to evaluate its online catalog. The researchers

modified the original version of the CLR questionnaire to

include only thirty questions because the objective of this

study was limited. They then translated the questions into

Arabic. They found that satisfaction with searches was high

even without an instructional program. Also, 83 percent of

users found their search either very or somewhat

41

satisfactory. They made suggestions for improvement of the

Online Public Access Catalog.

Summary

A review of the literature on library users, library

users' attitudes, and satisfaction experienced by library

users revealed that user satisfaction has two approaches for

measurement: objective and subjective. The purpose of

studying user satisfaction is to obtain from the library

users their opinions about a library's performance. User

satisfaction is considered to be an important construct in

the development of models of user behavior.

User satisfaction is influenced by a variety of

aspects; therefore, all aspects should be included in any

investigation to give a clear picture of the performance of

the library and its users. There are four aspects of

satisfaction on which the user can focus: (1) The user

experiences satisfaction with the use of the library and its

activities. (2) The user is satisfied or dissatisfied with

a particular service because of his view of a library as a

whole. (3) The user satisfaction or dissatisfaction may

result from the way in which the service is operated. (4)

The user interacts positively or negatively with the library

staff.

The survey is the primary tool used in assessing the

deep sense of feeling which the users have about library

42

services. Attitude surveys are a systematic way of finding

out what users are feeling and thinking about library

services. Although there is an imperfect link between

attitudes and behavior, much can be learned through the use

of attitude surveys about the individual in the work

setting.

References for Chapter II

Abduljalii, M. F. 1985. Book availability and user satisfaction in school libraries: A case study of Shaker Heights senior hiah school and Cleveland Height. Ph.D. diss., Case Western Reserve University.

Ajlan, A. M. 1985. The effectiveness of two academic libraries in Saudi Arabia; An enouirv into the main factors affecting their services. Ph.D. diss., Case Western Reserve University.

Allen, K. W. 1970. An Investigation of student and faculty attitudes and their utilization of the community college library in three selected colleges within Illinois. Ph.D. diss., Southern Illinois University.

Allen, T. J. 1969. Information needs and users. Annual Review of Information Science and Technology 4: 3-29.

Ashoor, M. S. 1978. A survey of user's attitudes toward the resources and services of three university libraries in Saudi Arabia. Ph.D. diss., University of Pittsburgh.

Ashoor, M. S., and Khurshid, Z. 1987. User reactions to the online catalog at the University of Petroleum and Minerals Library. Journal of Academic Librarianship 13: 221-225.

Atkin, P. 1971. Bibliography of use surveys of public and academic libraries. 1950-November. 1970. London: Library and Information Bulletin, The Library Association.

Auster, E. 1983. User satisfaction with the online negotiation interview: Contemporary concern in traditional perspective. RQ 23: 47-59.

Bates, M. J. 1971. User studies: A review of librarians and information scientists. Arlington, Virginia: Educational Resource Information Center.

Buckland, M. K. 1972. An operations research study of a variable loan and duplication policy at University of Lancaster. Library Quarterly 42: 97-106.

43

44

Burns, R. W. 1978. Library use and a performance measure: Its background and rationale. Journal of Academic Librarianship 4: 4-11.

Burns, R. W., and Hasty, R. W. 1975. A survey of user attitudes toward selected services offered bv Colorado State University libraries. University of Illinois, Graduate School of Library Science.

Chwe, S. S. 1978. A model Instrument for user-rating of library service. California Librarian 39: 47-55.

Crane, D. 1971. Information needs and uses. Annual Review of Information Science and Technology 6: 3-39.

Crawford, S. 1978. Information needs and uses. Annual Review of Information Science and Technology 13: 61-82.

Davis, R. A., and Bailey, C. A. 1964. Bibliography of user studies. Philadelphia: Drexel University.


Dervin, B., Harlock, S., Atwood, R., and Garzona, C. 1980. The human side of information: An exploration in a health communication context. Communication Yearbook 4: 591-608.

DeWeese, L. C. 1967. A bibliography of library use studies. A statistical study of book use. Lafayette: Purdue University, 1-45.

Drake, B. S. 1985. Relationship of selected factors to the use of and attitude toward the library by students in a college of business administration. Ph.D. diss., University of North Texas.

Elliot, L. G. 1977. A study of use bv undergraduates of one university library. Ph.D. diss., Florida State University.

Faibisoff, S. G., and Ely, D. P. 1976. Information and information needs. Information Reports and Bibliographies 5: 2-16.

Ford, G. 1973. Progress in documentation: Research in user behavior in university libraries. Journal of Documentation 29: 85-106.

45

Ford, G. 1977. User studies; An introductory guide and selected bibliography. England: University of Sheffield, Center of Research Studies.

Gallup Organization, Inc. 1978. Book reading and library usage: A study of habits and perceptions. Princeton, N.J.: Gallup Organization, Inc.

Goldhor, H. 1972. An introduction to scientific research in librarianship. Urbana, Illinois: University of Illinois, Graduate School of Library Science.

Harrell, C. B. 1988. The use of an academic library bv university students. Ph.D. diss., University of North Texas.

Hilchey, S. E., and Hurych, J. M. 1985. User satisfaction or user acceptance? Statistical evaluation of an online reference service. RQ 24: 452-459.

Kahtani, A. S. M. 1990. Plans for establishing and developing the social research studies and information center libraries in Saudi Arabia. Ph.D. diss., University of North Texas.

Kantor, P. B. 1976. The library as an information utility in the university context: Evolution and measurement of service. Journal of the American Society for Information Science 27: 100-112.

Krikelas, J. 1983. Information seeking behavior: Pattern and concepts. Drexel Library Quarterly 19: 5-20.

Lin, N., and Gravey, U. S. 1972. Information needs and uses. Annual Review of Information Science and Technology 7: 5-37.

Lipetz, B. 1970. Information needs and uses. Annual Review of Information Science and Technology 5: 3-32.

Martyn, T. 1974. Information needs and uses. Annual Review of Information Science and Technology 9: 3-23.

Menzel, H. 1960. Review of studies in the flow of information among scientists. New York: Colombia University, Bureau of Applied Social Research.

Mick, C. K. 1980. Towards usable user studies. Journal of American Society for Information Science 25: 345-356.

46

Paisley, W. J. 1965. The flow of (behavioral! science information: A review of the research literature. Stanford, CA: Stanford University.

Paisley, W. J. 1968. Information needs and uses. Annual Review of Information Science and Technology 3: 1-30.

Palais, E. S. 1980. Availability analysis report. In User survey and evaluation of library services. Washington, D.C.: ALA, 73-82.

Powell, R. R. 1984. Library use and personality: The relationship between locus of control and frequency of use. Library and Information Science Research 6: 179-190.

Powell, R. R. 1988. The relationship of library user studies to performance measures: A review of the literature. Urbana, IL: University of Illinois, Graduate School of Library and Information Science.

Rashid, H. F. 1985. Factors affecting user satisfaction in a medical library and a comparison with other types of libraries. Ph.D. diss., Case Western Reserve University.

Rohde, N. F. 1986. Information needs. Advances in Librarianship 14: 49-73.

Rzasa, P. V., and Baker, N. R. 1972. Measures of effectiveness for a university library. Journal for Information Society for Information Science 23: 248-253.

Sellen, M. K. 1983. Surveys and use studies: An annotated bibliography of recent studies of interest to the academic library administrator. Journal of Library Administration 4: 71-85.

Slater, M. 1970. Users and library survey. British Librarianship and Information Science 6: 12-25.

Stone, S. 1982. Humanities scholar: Information needs and uses. Journal of Documentation 38: 292-313.

Survey Research Center. 1961. Faculty appraisal of a university library. Ann Arbor, Michigan: The University of Michigan Press.

47

Taglicozzo, R., and Kochen, M. 1970. Information seeking behavior. Information Storage and Retrieval 6: 363-381.

Tessier, J., Crouch, W., and Atherton, P. 1977. New measures of user satisfaction with computer based literature searches. Special Libraries 68: 383-389.

Wai, L., and Saul, J. M. 1989. The University of Idaho library: What do you think? A survey of faculty-attitudes regarding library facilities and services. Moscow, Idaho: University of Idaho.

Weinstock, M. J. 1966. User practices based on a review of user studies. A recommended design for the United States Medical Library and Information System. Washington, D.C.: Herner and Co., 19-75.

Wessel, C. J. 1968. Criteria for evaluating technical library effectiveness. Aslib Proceedings 20: 455-481.

Whitlatch, J. B., and Kieffer, K. 1978. Service at San Jose State University: Survey of document availability. Journal of Academic Librarianship 4: 196-199.

Wilson, T. D. 1977. The investigation of information use and users' needs as a basis for training programs. International Forum Information Documentation 24: 25-27.

Wilson, T. D. 1981. On user studies and information needs. Journal of Documentation 37: 3-15.

Wood, D. N. 1971. User studies: A review of the literature from 1966 to 1970. Aslib Proceedings 23: 11-23.

Woods, W. E. 1965. Factors influencing student library use: An analysis of students. Master's thesis, University of Chicago.

Zweizig, D. L. 1979. The informing function of adult services in public libraries. RQ 18: 240-244.

CHAPTER III

RESEARCH METHODOLOGY

The purpose of this chapter is to describe the

methodology followed in conducting this study. The chapter

describes the procedures employed in the construction of the

questionnaire for use in the research, the procedures used

for the collection of the data, and the analysis of the

data.

Research Population

This study was limited to the employees of the Ministry

of Foreign Affairs (MFA) in Saudi Arabia. The population

included persons in administrative positions, diplomatic

positions, and all other positions. The study excluded

library staff in the Ministry of Foreign Affairs. All staff

spouses were excluded because the MFA community consists of

males only; females do not have access to the MFA Library by

themselves.

Instrument

Prior to the actual development and testing of the

instrument, a thorough search of the literature was made for

examples of the use of surveys to provide data similar to

those needed here. An opinion survey questionnaire was

48

49

developed for this study based on the Association of

Research Libraries (1976, 1981, 1988), User Surveys and

Evaluation of Library Services. Kits 24, 71, and 148.

The Ministry of Foreign Affairs Library's questionnaire

uses the subjective approach in which the user is the unit

of analysis. It asks for opinions from the user on how well

the library has performed in satisfying his demands. This

is the measurement of satisfaction.

The questionnaire (see Appendix B) was prepared in

Arabic; an English translation (see Appendix C) was

available to those respondents who desired one. The

instructions specify the purpose of the study and ask for

participation. The questions address these three areas:

information on the users, information on library usage and

the library collection, and information on library services.

Pilot Study

A pilot study was conducted to judge the validity of

the questionnaire. On January 5, 1991, the researcher went

to Riyadh, Saudi Arabia. Twenty individuals were chosen at

random from the MFA employees to pretest the questionnaire.

These individuals differed in educational level, country

granting last degree, job position, age, nationality,

marital status, and years of work at the MFA. They received

the cover letter (see Appendix D for the English

translation) and a copy of the questionnaire asking for

50

cooperation in the pretest (see Appendix B). Seventeen

questionnaires were returned. The sample population was

specifically asked for comments and suggestions. As a

result of the pilot study, several questions were revised to

make the meanings more understandable. The employees in the

pilot study completed the questionnaires within fifteen

minutes.

Design of the Study

The design of this study is to test the means of groups

against the overall sample. This involved using the Scheffe

test of multiple comparison on group means.

The demographic (independent) variables are the

following:

1. Employee's nationality,

2. Employee's marital status,

3. Last educational degree received by the employee,

4. Country granting the employee's last educational

degree,

5. Employee's age,

6. Years of work at the Ministry of Foreign Affairs by

the employee, and

7. Employee's rank.

Each of these independent variables was tested against

the dependent variables. The dependent variables are the

following:

51

1. Usage,

2. Collection, and

3. Services.

The independent variables for nationality were Saudi or

non-Saudi. The independent variables for marital status

were single, married, or divorced. The independent

variables for last educational degree received were less

than high school, high school diploma, some college, college

degree (bachelor), or post graduate (post bachelor). The

independent variables for country granting the last

educational degree were Saudi Arabia or others. The

independent variables for age were 18-25, 26-30, 31-35, 36-

40, or over 40. Independent variables for years of work

were 1-5, 6-10, 11-15, 16-20, and more than 20. The

independent variables for employee's rank were

administrative, diplomatic, and others.

The portion of the questionnaire which relates to the

MFA employees who use the MFA Library and their opinions

toward effectiveness of library services were listed under

several areas of library activities. These include the

following:

1. Card catalog;

2. User guide;

3. Arrangement of library materials;

4. Browsing section;

5. Bibliographic citations;

52

6. Availability of needed materials;

7. Photocopying services;

8. Staff assistance;

9. Computer database searching;

10. Library collection;

11. Library hours;

12. Library physical facilities;

13. Library use in general; and

14. Other library services.

Sample Size

The sample for this study was a group of 280 employees

from the Ministry of Foreign Affairs in Saudi Arabia. There

were five positions ranked: administrative, N = 88;

diplomatic, N = 132; others, N = 60 (academic, N = 30;

technical, N = 18; and military, N = 12).

Procedure for Data Collection

The researcher administered the questionnaires by

himself. The questionnaire packages included a letter of

introduction and a copy of the questionnaire. Each of the

questionnaires was assigned a code number as a method of

identification. On January 12, 1991, the researcher

delivered the packages to each department head in the

Ministry of Foreign Affairs in Riyadh, Saudi Arabia. Each

department head then distributed the questionnaires to his

staff members or employees•

53

The researcher was assigned a room with a phone in the

MFA Library for the purpose of collecting the data for this

study and of answering any questions the participants might

have. He also interviewed twenty-three randomly selected

employees.

To expedite the collection of the data, the researcher

conducted personal interviews and telephone interviews with

some of the employees in the sample. Those interviewed

commented on the problems that hinder the development of

government libraries in Saudi Arabia and what they think

would be the best method for improving these libraries.

Observation of the library users was also conducted as a

means of gathering information.

Three days after the questionnaires were delivered,

this researcher gathered the completed questionnaires.

Extra copies were given to individuals who had misplaced the

first copy. The second round of questionnaires was

collected within five days.

The number of delivered questionnaires was 425. The

number of returned questionnaires was 319 (75.06 percent).

Of these only 280 (65.88 percent) were regarded as complete

and usable. A questionnaire was regarded as incomplete, and

therefore excluded from the analysis, if the participant

responded that he never used the MFA Library at all or if he

did not respond to at least 85.5 percent of the

54

questionnaire. Thirty-nine (9.18 percent) questionnaires

were excluded for these reasons.

Treatment of the Data

The researcher chose to employ the one-way analysis of

variance (ANOVA) technique because it is widely used, is

more appropriate than other tests for analysis of the data

collected, and has been used most often to compare the means

when the independent variables have more than two levels.

For example, "rank" and "marital status" have three levels;

"education," "age," and "years of work at MFA" have five

levels. The one-way ANOVA was performed to compute a

comparison of means on a single dependent variable between

two or more groups on one independent variable (Kachigan

1986; Kerlinger 1986).

The chi-square test was used to test significant

differences of the distribution of the crosstabulation. The

.05 level was chosen as the level of significance. If one-

way ANOVA test indicated that there was significant

difference at the .05 level of significance, the Scheffe

test was used to find the differences in the satisfaction of

the various groups of employees. The frequencies, chi-

square test, Scheffe test, and one—way analysis of variance

(ANOVA) were performed using the Statistical Package for thg

Social Sciences (SPSS/PC+ Advanced Statistics V2.0 1988)

data analysis system. The SPSS program enables calculation

55

of sums, means, variances, frequencies, percentages, chi-

square, Scheffe test, F-value, p-value, and standard

deviations.

Summary

The purpose of this chapter was to describe the

methodology used in the study. The population of this study

consisted of 280 employees from the Ministry of Foreign

Affairs in Saudi Arabia. Questionnaires were distributed by

the researcher. Respondents to the questionnaires were

users from five types of work: administrative, diplomatic,

academic, technical, and military. The data obtained from

the participants were examined and analyzed by using the

SPSS program to run the chi-square test, the one-way ANOVA,

and the Scheffe test.

References for Chapter III

Association of Research Libraries. 1976, 1981, 1988. User surveys and evaluation of library services. Washington, D.C.: Association of Research Libraries, SPEC Kits 24, 71, & 148.

Kachigan, S. K. 1986. Statistical analysis: An interdisciplinary introduction to univariate and multivariate methods. New York, N.Y.: Radius Press.

Kerlinger, F. N. 1986. Foundations of behavioral research. 3d ed. New York, N.Y.: Holt, Rinehart and Winston, The Dryden Press.

SPSS/PC+ Advanced Statistics V2.0. 1988. Chicago: Marketing Department, SPSS Inc.

56

CHAPTER IV

PRESENTATION AND ANALYSIS OF DATA

The survey instrument for this study was designed to

gather information on user satisfaction of library services

in one government library in Saudi Arabia. The focus of

this study is the lack of knowledge about user satisfaction

with the library services which are provided at the library

of the Ministry of Foreign Affairs (MFA). Also, a general

evaluation model for the measurement of user satisfaction of

library services in government libraries is needed.

Data in this study were obtained from questionnaires

which were delivered by the researcher to the employees of

the MFA in Saudi Arabia. The data presented in this chapter

reflect the information gathered from 280, or 65.88 percent,

of the 425 distributed questionnaires. Table 3 gives the

number and percentage of usable questionnaires, based on

demographic variables.

The Statistical Package for the Social Sciences

(SPSS/PC+. Advanced Statistics. V2.0 1988) was used for the

analysis of the responses from the MFA employees. The

frequency distribution, crosstabulation of each variable,

one-way analysis of variance (ANOVA), chi-square test,

57

58

TABLE 3

NUMBER AND PERCENTAGE OF USABLE RESPONSES FROM THE EMPLOYEES OF THE MINISTRY OF FOREIGN AFFAIRS

FOR ALL DEMOGRAPHIC VARIABLES (N = 280)

Demographic Variables Number Percentage

Nationality Saudi 246 87.9 Non-Saudi 34 12.1

Employee's rank Administrative 88 31.4 Diplomatic 132 47 .2 Others 60 21.4

Marital status Single 83 29.6 Married 188 67.2 Divorced 9 3.2

Education Less than high school 27 9.6 High school diploma 50 17.9 Some college 26 9.3 College degree 117 41.8 Post graduate 60 21.4

Country granting the last educational degree Saudi Arabia 186 66.4 Others 94 33.6

Employee's age 18 - 25 57 20.4 26 - 30 93 33.2 31 - 35 64 22.9 35 - 40 41 14.6 Over 40 25 8.9

Years of work at MFA 1 - 5 111 39.6 5 - 1 0 85 30.4

10 - 15 54 19.3 16 - 20 10 3 . 6 More than 20 20 7.1

59

Scheffe test, and the .05 level of significance were the

methods of analysis used (Kachigan 1986; Kerlinger 1986).

The instrument consists of fourteen areas: (1) card

catalog, (2) user guide, (3) arrangement of materials, (4)

browsing section, (5) bibliographic citations, (6)

availability of needed materials, (7) photocopying services,

(8) staff assistance, (9) computer database searching, (10)

library's collection, (11) library's hours, (12) library's

physical facilities, (13) use of the library in general, and

(14) other library services.

The chi-square test was performed to test the

significant differences of the distribution of the

crosstabulation. The data were analyzed in two-way

crosstabulation with nominal level of measurement, where

appropriate (Reynolds, 1977). The one-way ANOVA was

performed to compute a comparison of means on a single

dependent variable between two or more groups on one

independent variable. The F value and probability value of

each independent variable were performed. Also, the mean

and standard deviation for each subgroup were measured. The

Scheffe test was performed to test the multiple comparison

when the independent variable is classified into more than

two groups.

A presentation of the chi-square test and one-way

analysis of variance (ANOVA) shows the attitudes of the

respondents and their satisfaction for each of the fourteen

60

areas of the MFA instrument. It shows whether there are

significant differences in satisfaction with each of the

fourteen areas based on the MFA employee's educational level

using the Scheffe test.

If ANOVA indicated that there was significant

difference at the .05 level, the Scheffe test was used to

find the differences in satisfaction among various groups of

employees. These results are presented in detail.

Significant differences at the .05 level are reported in the

analysis. To find the user satisfaction attitudes, only

questionnaires from respondents who answered "Yes" to the

question on use of the MFA Library's services are analyzed.

To indicate the importance of the differences between the

various means, high mean was considered to represent high

satisfaction attitudes, and low mean to represent low

satisfaction attitudes. The following sections are

discussions on each of the fourteen areas.

Card Catalog and User Satisfaction

Table 4 gives the responses of the participants

concerning use of the card catalog with all independent

variables. The table indicates that there was no

significance at the .05 level for all independent variables.

A chi-square value of the employee's age of 4.389 with 4

degrees of freedom was the highest value in the table. It

did not indicate any significance at the .05 level.

61

TABLE 4

RESPONSES CONCERNING CARD CATALOG WITH ALL INDEPENDENT VARIABLES (N = 280)

(Chi-Square Test)

INDEPENDENT VARIABLES Yes No Total

Nationality Saudi 177 Non Saudi 19

Chi-square= 3.673 Rank

Administrative 60 Diplomatic 100 Others 36

Chi-square= 5.079 Marital status

Single 58 Married 131 Divorced 7

Chi-square= .269 Last educational degree received

69 15

with 1 df ]o-value=

28 32 24

with 2 df p-value=

25 57 2

with 2 df E~value=

Less than high school High school diploma Some college College degree Post graduate

Chi-square= 2.488 Country granting last degree

Saudi Arabia Others

Chi-square= .110 Employee's age

18 - 25 26 - 30 31 - 35 36 - 40 Over 40

Chi-square= 6.389 Years of work

1 - 5 6 - 1 0

11 - 15 16 - 20 More then 20

Chi-square= 3.387

19 39 17 78 43

8 11 9 39 17

with 4 df E~value=

129 67

57 27

42 62 51 27 14

81 57 40 7

11

with 1 df p-value=

15 31 13 14 11

with 4 df ]D-value=

30 28 14 3 9

with 4 df E~value=

246 34

0553

88 132 60

0789

83 188

9 8742

27 50 26 117 60

6468

186 94

7404

57 93 64 41 25

1719

111 85 54 10 20

4953

62

Table 5 gives information on the user satisfaction of

use of the card catalog with all demographic variables. The

table indicates that there was significance at the .05 level

for all the independent variables.

Table 6 presents differences in means of satisfaction

with the MFA Library's card catalog based on the employees'

educational level. It shows the Scheffe test which

indicates that the employees with less than high school,

high school diplomas, some college, and college degrees of

the levels of education were more satisfied with using the

MFA Library's card catalog at the .05 level of significance

than were the employees with post graduate degrees.

User Guide and User Satisfaction

Table 7 presents the responses of the participants

concerning using the MFA Library user's guide with all

independent variables. The table indicates that there was


A chi-square value of the last educational degree received

of 190.870 with 4 degrees of freedom was the highest

significant value at the .05 level.


using the MFA Library user's guide with all demographic

variables. The table indicates that there was significance

at the .05 level for four independent variables: employee's

63

TABLE 5

SATISFACTION OF RESPONDENTS CONCERNING CARD CATALOG WITH ALL INDEPENDENT VARIABLES

(One-Way ANOVA)

INDEPENDENT VARIABLES Means S.D. F-value p-value

Nationality 5.5346 .0197 *

Saudi 3.80 .9322 Non Saudi 4.33 .7670

Rank 14.0835 .0000 *

Administrative 4.08 .6522 Diplomatic 3.55 .9574 Others 4.38 .8881

Marital status 3.9045 .0219 *

Single 4.14 .7751 Married 3.76 .9370 Divorced 3.43 1.3973

Last educational degree received 32.0732 . 0000 * Less than high school 4.67 .5000 High school diploma 4.38 .4929 Some college 4.12 .3321 College degree 4.00 .4835 Post graduate 2.81 1.2200

Country granting last degree 6.1759 .0138 *

Saudi Arabia 3.97 .8281 Others 3.63 1.0565

Employee's age 8.3035 .0000 *

18 - 25 4.44 .5040 26 - 30 3.98 .7573 31 - 35 3.45 1.0257 36 - 40 3.89 .8916 Over 40 3.29 1.2044

Years of work 11.1685 .0000 *

1 - 5 4.35 .4810 6 - 1 0 3.60 .9036

11 - 15 3.55 1.0849 16 - 20 3.71 .7559 More then 20 3.09 1.3003

*Denotes significance at the .05 level

64

TABLE 6

DIFFERENCES IN MEANS OF SATISFACTION WITH CARD CATALOG BASED ON THE EMPLOYEE'S EDUCATIONAL LEVEL

(Scheffe Test)

Education Groups N Mean 1 Groups

2 3 4 5

1 = < high school 9 4.667 *

2 = high school 39 4.385 *

3 = some college 17 4.118 *

4 = college degree 78 4.000 *

5 = post graduate 43 2.814

•Denotes pairs of groups significantly different at the .05 level.

ranks, last educational degree received, employee's age, and

years of work at the MFA.


with using the user guide based on the employees's

educational level. It shows the Scheffe test which

indicates that the groups of employees with less than high

school, high school diplomas, and some college were more

satisfied with using the MFA Library user's guide at the .05

level of significance than were employees with college

degrees. Also, the table indicates that the groups of

employees with less than high school, high school diplomas,

and some college were more satisfied with using the library

user's guide at the .05 level of significance than were

employees with post graduate degrees.

TABLE 7

RESPONSES CONCERNING USER GUIDE WITH ALL INDEPENDENT VARIABLES (N = 280)

(Chi-Square Test)

65


Nationality Saudi 100 146 246 Non Saudi 22 12 34

Chi-square= 7.030 with 1 df £ --value= .0080 * Rank

Administrative 56 32 88 Diplomatic 24 108 132 Others 42 18 60

Chi-square= 66.063 with 2 df E--value= .0000 *

Marital status Single 53 30 83 Married 66 122 188 Divorced 3 6 9


Last educational degree received Less than high school 27 0 27 High school diploma 50 0 50 Some college 23 3 26 College degree 15 102 117 Post graduate 7 53 60

Chi-square= 190.870 with 4 df E" -value= . 0000 * Country granting last degree

Saudi Arabia 94 92 186 Others 28 66 94

Chi-square= 10.035 with 1 df E" -value= .0009 *

Employee's age 18 - 25 57 0 57 26 - 30 35 58 93 31 - 35 9 55 64 36 - 40 17 24 41 Over 40 4 21 25

Chi-square= 105.623 with 4 df E--value= .0000 * Years of work

1 - 5 88 23 111 6 - 1 0 12 73 85

11 - 15 18 36 54 16 - 20 1 9 10 More then 20 3 17 20

Chi-square= 101.082 with 4 df E" -value= . 0000 *

•Denotes significance at the .05 level.

66

TABLE 8

SATISFACTION OF RESPONDENTS CONCERNING USER GUIDE WITH ALL INDEPENDENT VARIABLES

(One-Way ANOVA)


Nationality Saudi Non Saudi

3.91 3.85

1.0165 .6708

.0560 .8134

Rank Administrative Diplomatic Others

4.25 3 .08 3 .89

.5517 1.4421 .7373

15.4473 .0000 *

Marital status Single Married Divorced

4.15 3.71 4.00

.7217 1.0921

. 0000

2.9344 .0572

Last educational degree received Less than high school 4.12 .3586 High school diploma 4.26 .4431 Some college 3.96 .8779 College degree 2.73 1.2799 Post graduate 2.85 1.7728

Country granting last degree Saudi Arabia 3.94 .8757 Others 3.75 1.2057

14.0123 0000 *

.8528 .3577

Employee's age 18 - 25 26 - 30 31 - 35 36 - 40 Over 40

4.20 3.89 2.11 4.18 3.00

.4010

.9632 1.4530 .7276

1.1547

15.2219 0000 *

Years of work 1 - 5 6 - 1 0

11 - 15 16 - 20 More then 20

4.11 2.50 4.06 4.00 2.67

.6287 1.3817 1.0556

. 0 0 0 0 1.1547

11.9501 .0000 *


67

TABLE 9

DIFFERENCES IN MEANS OF SATISFACTION WITH USER GUIDE BASED ON THE EMPLOYEE'S EDUCATIONAL LEVELS

(Scheffe Test)

Education Groups N Mean Groups

1 2 3 4 5

1 = < high school 21 4.143 * *

2 = high school 50 4.260 * *

3 = some college 23 3.957 * *

4 = college degree 15 2.733 5 = post graduate 7 2.857


Arrangement of Materials and User Satisfaction


concerning arrangement of library materials with all the


significance at the .05 level for three independent

variables: last educational degree received, employee's

age, and years of work at MFA. A chi-square value of the

last educational degree received of 55.209 with 4 degrees of

freedom was the highest significant value at the .05 level.

Table 11 gives information on user satisfaction with

arrangement of library materials with all demographic

variables. It indicates that there was significance at the

.05 level for six independent variables: employee's rank,

marital status, last educational degree received, country

TABLE 10

68

RESPONSES CONCERNING ARRANGEMENT OF MATERIALS WITH ALL INDEPENDENT VARIABLES (N = 280)

(Chi-Square Test)



Chi-square= .729 with 1 df Rank


Chi-square= 2.121 with 2 df Marital status


Chi-square= 1.512 with 2 df Last educational degree received



Saudi Arabia Others

Chi-square= 1.203 Employee's age

18 - 25 26 - 30 31 - 35 36 - 40 Over 40


- 5

27 50 26

110 39 with 4 df

1 6 - 1 0

11 - 15 16 - 20 More then 20

Chi-square= 28.540

170 82 with

57 91 49 32 23 with

109 77 40 7 19 with

1 df

4 df

4 df

26 2 E~value=

10 15 3 p-value=

7 21 0 E~value=

0 0 0 7

21 p-value=

16 12 E~value=

0 2

15 9 2 p-value=

2 8 14 3 1 p-value=

246 34

3932

88 132 60

3463

83 188

9 ,4695

27 50 26 117 60

,0000 *

186 94

.2728

57 93 64 41 25

,0000 *

111 85 54 10 20

,0000 *

•Denotes significance at the .05 level,

69

TABLE 11

SATISFACTION OF RESPONDENTS CONCERNING ARRANGEMENT OF MATERIALS WITH ALL INDEPENDENT VARIABLES

(One-way ANOVA)


Nationality 3. 3031 .0704 Saudi 4.03 .9615 Non Saudi 4.35 .4864

Rank 6. 1896 .0024 *

Administrative 4.31 .6327 Diplomatic 3.87 1.0950 Others 4.24 .6565

Marital status 4. 1086 .0176 *

Single 4.34 .7082 Married 3.98 .9579 Divorced 3.86 1.3452

Last educational degree received 17. 5502 .0000 *

Less than high school 4.78 .4410 High school diploma 4.54 .5035 Some college 4.58 .5038 College degree 3.96 .8231 Post graduate 3.31 1.2173

Country granting last degree 8. 5429 .0038 *

Saudi Arabia 4.20 .8457 Others 3.84 1.0057

Employee's age 6. 8350 .0000 *

18 - 25 4.63 .4877 26 - 30 4.12 .8411 31 - 35 3.76 1.0314 36 - 40 3.97 .7649 Over 40 3.74 1.2511

Years of work 8. 4500 .0000 *

1 - 5 4.47 .0694 6 - 1 0 3.84 .1047

11 - 15 3.68 . 1649 16 - 20 3.86 .5084 More then 20 3.95 .2226


70

granting the last educational degree, employee's age, and

years of work at the MFA.


with arrangement of the MFA Library's materials based on the

employees' educational level. It shows the Scheffe test

which indicates that groups of employees with less than high

school, high school diplomas, some college, and college

degrees were more satisfied with the arrangement of library

materials at the .05 level of significance than were

employees with post graduate degrees. Also, the table

indicates that employees with high school diplomas and some

college were more satisfied with the arrangement of library

materials at the .05 level of significance than were

employees with college degrees.

Browsing Section and User Satisfaction


concerning use of the browsing section with all independent


at the .05 level for five independent variables: rank,

education, country granting the last educational degree,

employee's age, and years of work at MFA. A chi-square

value of the last educational degree received of 104.542

with 4 degrees of freedom was the highest significant value

at the .05 level.

71

TABLE 12

DIFFERENCES IN MEANS OF SATISFACTION WITH ARRANGEMENT OF MATERIALS BASED ON THE EMPLOYEE'S EDUCATIONAL LEVELS

(Scheffe Test)


1 2 3 4 5

1 = < high school 9 4.778 *

2 = high school 50 4.540 * *

3 = some college 26 4.577 * *





using the browsing section with all demographic variables.

The one-way ANOVA was performed, and indicates that there

was significance at the .05 level for three independent


age, and years of work at MFA.


with the MFA Library's browsing section based on the


which indicates that groups of employees with some college

and college degrees of the levels of education were more

satisfied with using the MFA Library's browsing section at

the .05 level of significance than were employees with post

graduate degrees. Also, the table indicates that groups of

employees with some college were more satisfied with the

TABLE 13

RESPONSES CONCERNING BROWSING SECTION WITH ALL INDEPENDENT VARIABLES (N = 280)

(Chi-Square Test)

72



Chi-square= .035 with 1 df E" -value= .8507 Rank


Chi-square= 12.099 with 2 df E" -value= .0024 * Marital status

Single 34 49 83 Married 106 82 188 Divorced 4 5 9

Chi-square= 5.662 with 2 df E" -value= .0590 Last educational degree received

Less than high school 0 27 27 High school diploma 2 48 50 Some college 19 7 26 College degree 76 41 117 Post graduate 47 13 60

Chi-square= 104.452 with 4 df E" -value= .0000 * Country granting last degree


Chi-square= 17.788 with 1 df E" -value= .0000 * Employee's age

18 - 25 1 56 57 26 - 30 61 32 93 31 - 35 37 27 64 36 - 40 24 17 41 Over 40 21 4 25

Chi-square= 76.265 with 4 df E" -value= .0000 * Years of work

1 - 5 32 79 111 6 - 1 0 56 29 85 11 - 15 33 21 54 16 - 20 6 4 10 More then 20 17 3 20



73

TABLE 14

SATISFACTION OF RESPONDENTS CONCERNING BROWSING SECTION WITH ALL INDEPENDENT VARIABLES

(One-Way ANOVA)

INDEPENDENT VARIABLES Means S.D. F--value E-value

Nationality 1 .9622 .1637 Saudi 3.09 1.3233 Non Saudi 2.54 1.4500

Rank 1 .5163 .2235 Administrative 3.29 1.1819 Diplomatic 3.05 1.3955 Others 2.61 1.2836

Marital status .3616 . 6973 Single 3.12 1.3661 Married 3.03 1.3518 Divorced 2.50 1.0000

Last educational degree received 56 .5822 .0000 * Less than high school 0.00 .0000 High school diploma 0.00 . 0000 Some college 4.86 .3780 College degree 3.58 1.1107 Post graduate 1.89 .7972

Country granting last degree .9236 . 3383 Saudi Arabia 2.93 1.3980 Others 3.16 1.2617

Employee's age 6 .3934 .0005 * 18 - 25 0.00 .0000 26 - 30 3.59 1.2056 31 - 35 2.59 1.3008 36 - 40 2.47 1.3892 Over 40 2.85 1.2258

Years of work 7 .4582 .0000 * 1 - 5 4.08 .9286 6 - 1 0 3.07 1.2913

11 - 15 2.29 1.1819 16 - 20 2.50 1.9748 More then 20 2.81 1.1087


74

TABLE 15

DIFFERENCES IN MEANS OF SATISFACTION WITH BROWSING SECTION BASED ON THE EMPLOYEES' EDUCATIONAL LEVELS

(Scheffe Test)


1 2 3 4 5

1 = < high school 0 .000 2 = high school 0 .000 3 = some college 7 4.858 * *




library's browsing section at the .05 level of significance

than were employees with college degrees.

Bibliographic Citations and User Satisfaction


concerning using the MFA Library's bibliographic citations

with all independent variables. The table indicates that

there was significance at the .05 level for four independent

variables: last educational degree received, country


years of work at MFA. A chi-square value of the last

educational degree received of 85.975 with 4 degrees of



the MFA Library's bibliographic citations with all

TABLE 16

RESPONSES CONCERNING BIBLIOGRAPHIC CITATION WITH ALL INDEPENDENT VARIABLES (N = 280)

(Chi-Square Test)

75



Chi-square= .154 Rank

Administrative Diplomatic Others


Single Married Divorced

Chi-square= 5.292 Last educational degree received



Saudi Arabia Others


18 - 25 26 - 30 31 - 35 36 - 40 Over 40


- 5

107 139 16 18 with 1 df j>-value=

33 55 63 69 27 33 with 2 df E~value=

30 53 91 47 2 7 with 2 df E-value=

1 6 - 1 0

11 - 15 16 - 20 More then 20

Chi-square= 38.809

0 27 0 50

13 13 69 48 41 19 with 4 df p-value=

58 128 65 29 with 1 df j)-value=

0 57 51 42 29 35 24 17 19 6 with 4 df j>-value=

25 86 46 39 30 24 6 4

16 4 with 4 df E~value=

246 34

6948

88 132 60

,3202

83 188

9 ,0709

27 50 26

117 60

,0000 *

186 94

. 0000 *

57 93 64 41 25

. 0000 *

111 85 54 10 20

.0000 *


76

TABLE 17

SATISFACTION OF RESPONDENTS CONCERNING BIBLIOGRAPHIC CITATION WITH ALL INDEPENDENT VARIABLES

(One-Way ANOVA)



4.09 3.79

.8164 1.2514

1.4109 .2376


3.90 4.23 3.77

.8596

.7133 1.1925

2.8014 0653


3.69 4.16 4.00

1.1232 .7750 . 0 0 0 0

2.8966 .0597

Last educational degree received Less than high school 0.00 .0000 High school diploma 0.00 .0000 Some college 4.00 .0000 College degree 4.30 .4615 Post graduate 3.68 1.1054

Country granting last degree Saudi Arabia 4.13 .8912 Others 3.96 .8762

6.5028 0022 *

.9592 .3296

Employee1s age 18 - 25 26 - 30 31 - 35 36 - 40 Over 40

.8932 .4474 0 . 0 0 3.95 3.96 4.10 4.33

. 0 0 0 0

.9094

.9398

.8522

.7670


11 - 15 16 - 20 More then 20

1.2020 .3146 4.28 3.86 4.00 4.33 4.27

.4609

.9900 1.0000 .5164 .7988


77

demographic variables. The table indicates that there was

significance at the .05 level for only one independent

variable which is the last educational degree received.


with using the Ministry of Foreign Affairs Library's

bibliographic citations based on the employees' educational

level. It shows the Scheffe test which indicates that the

groups of employees with college degrees were more satisfied

with using the MFA Library's bibliographic citations at the

.05 level of significance than were employees with post

graduate degrees.

TABLE 18

DIFFERENCES IN MEANS OF SATISFACTION WITH BIBLIOGRAPHIC CITATION BASED ON THE EMPLOYEE'S EDUCATIONAL LEVELS

(Scheffe Test)

Groups Education Groups N Mean 1 2 3 4 5

1 = < high school 0 .000 2 = high school 0 .000 3 = some college 5 4 .000 4 = college degree 61 4 .295 5 = post graduate 41 3 .683


Availability of Materials and User Satisfaction


concerning availability of needed materials at the MFA

Library with all independent variables. The table indicates

78

TABLE 19

RESPONSES CONCERNING AVAILABILITY OF MATERIALS WITH ALL INDEPENDENT VARIABLES (N = 280)

(Chi-Square Test)



Chi-square= .071 with 1 df Rank




Chi-square= 1.685 with 2 df Last educational degree received

Less than high school 27 High school diploma 50 Some college 26 College degree 115 Post graduate 25

Chi-square= 135.694 with 4 df Country granting last degree

Saudi Arabia 116 Others 77

Chi-square= 2.927 with 1 df Employee's age

18 - 25 57 26 - 30 86 31 - 35 44 36 - 40 34 Over 40 22

Chi-square= 30.019 with 4 df Years of work

1 - 5 110 6 - 1 0 71

11 - 15 35 1 6 - 2 0 9 More then 20 18

Chi-square= 38.461 with 4 df

33 4 E~value=

10 22 5 p-value=

10 27 0 p-value=

0 0 0 2

35 £>-value=

20 17 p-value=

0 7

20 7 3 jg-value=

1 14 19 1 2 E-value=

246 34

.7900

88 132 60

.2368

83 188

9 .4307

27 50 26 117 60

.0000 *

186 94

.0871

57 93 64 41 25

. 0 0 0 0 *

111 85 54 10 20

.0000 *


79

that there was significance at the .05 level for three

independent variables: education, employee's age, and years

of work at MFA. A chi-square value of the last educational

degree received of 135.694 with 4 degrees of freedom was the

highest significant value at the .05 level.


availability of needed materials at the MFA Library with all

demographic variables. It indicates that there was


variable which is the last educational degree received.


with availability of needed materials at the MFA Library

based on the employees' educational level. It shows the

Scheffe test which indicates that the groups of employees

with less than high school, high school diplomas, some

college, and college degrees were more satisfied with

availability of needed materials at the MFA Library at the

.05 level of significance than were employees with post

graduate degrees.

Photocopying Services and User Satisfaction


concerning using the MFA Library's photocopying services

with all independent variables. The table indicates that

there was significance at the .05 level for only one

independent variable which is employee's rank. A chi-square

80

TABLE 20

SATISFACTION OF RESPONDENTS CONCERNING AVAILABILITY OF MATERIALS WITH ALL INDEPENDENT VARIABLES

(One-way ANOVA)



4.16 3.96

.8065

.4288

1.5262 .2180


4.25 4.11 4.02

.6116

.9321

.5200

1.3989 .2490


4.09 4 .17 3.78

.6783

.7615 1.3944

1.2309 .2940


7.3064 .0000 *


3.8917 .4980


2.3078 .0590 4.27 4.15 4.18 4.15 3.66

.4486

.5845 1.1263 .7124 .9946


11 - 15 16 - 20 More then 20

1.6624 .1597 4.20 4.22 3.94 3.89 3.89

.5404

.7782 1.0133 1.4530 .7584


81

TABLE 21

DIFFERENCES IN MEANS OF SATISFACTION WITH AVAILABILITY OF MATERIALS BASED ON THE EMPLOYEE'S EDUCATIONAL LEVELS

(Scheffe Test)

Education Groups N Mean 1 Groups 2 3 4 5

1 = < high school 12 4.333 *

2 = high school 48 4.217 *

3 = some college 26 4.115 *


5 = post graduate 25 3 .400


value of the employee's rank of 13.482 with 2 degrees of

freedom was the only significant value at the .05 level in

the table.


using the MFA Library's photocopying services with all




with using the MFA Library's photocopying services based on

the employees' educational level. It shows the Scheffe test

which indicates that the groups of employees with less than

high school, high school diplomas, and some college of the

levels of education were more satisfied with using the MFA

Library's photocopying services at the .05 level of

significance than were employees with college degrees.

TABLE 22

82

RESPONSES CONCERNING PHOTOCOPYING SERVICES WITH ALL INDEPENDENT VARIABLES (N = 280)

(Chi-Square Test)

INDEPENDENT VARIABLES Yes NO Total


Chi-square= 1.136 with Rank


Chi-square= 13.482 with Marital status


Chi-square= .406 with Last educational degree received



Saudi Arabia Others


18 - 25 26 - 30 31 - 35 36 - 40 Over 40


1 - 5 6 - 1 0

11 - 15 16 - 20 More then 20

Chi-square=

1 df

2 df

2 df

6.862

23 39 19 77 37 with

135 60 with

44 58 43 32 18 with

83 50 40 7

15 with

4 df

1 df

4 df

4 df

72 13 p-value=

15 53 17 j)-value=

23 59 3 E~value=

4 11 7

40 23 E~value=

51 34 p-value=

13 35 21 9 7 E-value=

28 35 14 3 5 E~value=

246 34

2865

88 132 60

0012 *

83 188

9 ,8162

27 50 26 117 60

,1117

186 94

,1326

57 93 64 41 25

,2511

111 85 54 10 20

,1433


83

TABLE 23

SATISFACTION OF RESPONDENTS CONCERNING PHOTOCOPYING SERVICES WITH ALL INDEPENDENT VARIABLES

(One-Way ANOVA)

INDEPENDENT VARIABLES Means S.D. F-value E-value


3.37 4.00

1.3310 1.0954

4.3738 .0378 *


3.84 2.89 3.77

1.1787 1.3300 1.1920

12.9877 .0000 *


3 .85 3.25 3.33

1.2464 1.3112 1.5055

4.4289 .0132 *

Last educational degree received Less than high school 4.74 .0936 High school diploma 4.41 .0798 Some college 3.95 .1789 College degree 2.90 .1366 Post graduate 1.35 .2212

Country granting last degree Saudi Arabia 3.60 1.3282 Others 3.07 1.1232

33.0948 .0000 *

6.9921 .0089 *


4.57 3.28 2.95 3.03 3.06

.5011 1.2537 1.2901 1.3792 1.3921

13.7222 .0000 *


11 - 15 16 - 20 More then 20

4.08 3.02 2.96 2.57 2.87

1.0146 1.2534 1.4230 .9759

1.4563

10.7011 .0000 *


84

Also, the table indicates that the groups of employees with

less than high school, high school diplomas, and some

college were more satisfied with using the MFA Library's

photocopying services at the .05 level of significance than

were employees with post graduate degrees.

TABLE 24

DIFFERENCES IN MEANS OF SATISFACTION WITH PHOTOCOPYING SERVICES BASED ON THE EMPLOYEE'S EDUCATIONAL LEVELS

(Scheffe Test)

Education Groups Groups

Education Groups N Mean 1 2 3 4 5

1 = < high school 23 4.740 * *

2 = high school 39 4.410 * *

3 = some college 19 3.947 * *



Staff Assistance and User Satisfaction


concerning the MFA Library's staff assistance with all



variable which is last educational degree received. A chi-

square value of the last educational degree received of

11.790 with 4 degrees of freedom was the only significant

value at the .05 level in the table.

TABLE 25

85

RESPONSES CONCERNING STAFF ASSISTANCE WITH ALL INDEPENDENT VARIABLES (N = 280)

(Chi-Square Test)



Chi-square= 3.463 with Rank




Chi-square= .799 with Last educational degree received



Saudi Arabia Others


18 - 25 26 - 30 31 - 35 36 - 40 Over 40


- 5 1 6

11 - 10

- 15 16 - 20 More then 20

Chi-square= 3.328

27 50 25

102 53 with

172 85 with

57 84 58 36 22 with

105 77 49 8

18 with

23 246 0 34

1 df £-value= .0627

5 88 16 132 2 60

2 df £-value= .0701

5 83 17 188 1 9

2 df p-value= .6706

0 27 0 50 1 26

15 117 7 60

4 df £-value= .0190

14 186 9 94

1 df p-value= .5557

0 57 9 93 6 64 5 41 3 25

4 df E-value= .1459

6 111 8 85 5 54 2 10 2 20

4 df p-value= .5045


86


the MFA Library's staff assistance with all demographic


at the .05 level for six independent variables:

nationality, employee's rank, marital status, last

educational degree received, employee's age, and years of

work at MFA.


with the MFA Library's staff assistance based on the


which indicates that groups of employees with less than high

school, high school diplomas, and some college of the levels

of education were more satisfied with assistance from the

MFA library's staff at the .05 level of significance than

were employees with college degrees. Also, the table

indicates that groups of employees with less than high

school, high school diplomas, and some college were more

satisfied with the assistance received from the MFA

Library's staff at the .05 level of significance than were

employees with post graduate degrees.

Computer Database and User Satisfaction


concerning using the MFA Library's computer database

searching with all independent variables. The table

indicates that there was significance at the .05 level for

87

TABLE 26

SATISFACTION OF RESPONDENTS CONCERNING STAFF ASSISTANCE WITH ALL INDEPENDENT VARIABLES

(One-Way ANOVA)

INDEPENDENT VARIABLES Means S.D. F-value g-value


4.36 4.80

.8998

.4104

7.6210 .0062 *


4.58 4.14 4.77

.7884

.9771

.4260

13.3369 .0000 *


4.65 4.33 4.13

.6259

.9087 1.3562

4.2543 .0152 *



20.4511 .0000 *

3.8287 0515


5.00 4.48 4.02 4.37 3.90

. 0 0 0 0

.6301 1.1315 .8774

1.0193

13.5597 .0000 *


11 - 15 16 - 20 More then 20

4.79 4.19 4.23 4.38 3.78

.7438

.9324 1.0364 .5175

1.0603

10.5911 .0000 *


88

TABLE 27

DIFFERENCES IN MEANS OF SATISFACTION WITH STAFF ASSISTANCE BASED ON THE EMPLOYEE'S EDUCATIONAL LEVELS

(Scheffe Test)


1 2 3 4 5

1 = < high school 23 5.000 * *

2 = high school 50 5.000 * *

3 = some college 25 4.800 * *



four independent variables: last educational degree

received, country granting the last educational degree

received, employee's age, and years of work at MFA. A chi-


79.946 with 4 degrees of freedom was the highest significant

value at the .05 level.


using the MFA Library's computer database searching with all


no significance at the .05 level for any independent

variables.

Library Collection and User Satisfaction


library collection with all demographic variables. The

89

TABLE 28

RESPONSES CONCERNING COMPUTER DATABASE SEARCHING WITH ALL INDEPENDENT VARIABLES (N = 280)

(Chi-Square Test)



Chi-square= .612 with 1 df E* -value= .4342 Rank


Chi-square= .406 with 2 df E" -value= .8162 Marital status


Chi-square= .591 with 2 df E" -value= .7441 Last educational degree received




Chi-square= 20.441 with 1 df E" -value= .0000 * Employee's age

18 - 25 0 57 57 26 - 30 28 65 93 31 - 35 18 46 64 36 - 40 15 26 41 Over 40 14 11 25


1 - 5 10 101 111 6 - 1 0 29 56 85

11 - 15 21 33 54 16 - 20 4 6 10 More then 20 11 9 20


*Denotes significance at the .05 level.

90

TABLE 29

SATISFACTION OF RESPONDENTS CONCERNING COMPUTER DATABASE WITH ALL INDEPENDENT VARIABLES

(One-Way ANOVA)



4.11 4.20

.7306

.9189

.1267 .7231


3.95 4.32 4 .00

.7222

.6696

.9844

1.7686 .1789


4.28 4.04 5.00

.4609

.8329

. 0000

1.3338 .2708

Last educational degree received Less than high school 0.00 .0000 High school diploma 0.00 .0000 Some college 0.00 .0000 College degree 4.06 .9136 Post graduate 4.18 .5758


.3722 .5440

.0428 .8368


.4535 .7158 0 . 0 0 4.12 4.00 4.07 4.33

. 0 0 0 0

.7810

.6547

.7300

.8876


11 - 15 16 - 20 More then 20

1.1343 .3489 3.67 4.20 4.10 4.33 4.33

1.0000 .6455 .6407 .5774

1.0000

91

TABLE 30

SATISFACTION OF RESPONDENTS CONCERNING LIBRARY COLLECTION WITH ALL INDEPENDENT VARIABLES

(One-way ANOVA)


Nationality 3. 3356 .0690 Saudi 2.35 .9986 Non Saudi 2.00 1.0000

Rank 1. 3341 .2653 Administrative 2.35 1.0883 Diplomatic 2.37 .9593 Others 2.10 .9949

Marital status m 4621 .6305 Single 2.23 1.0028 Married 2. 34 1.0104 Divorced 2.14 .8997

Last educational degree received 13 .4872 .0000 * Less than high school 2.00 .0000 High school diploma 1.85 .3616 Some college 1.42 .8566 College degree 2.42 .9214 Post graduate 2.80 1.1760

Country granting last degree .9953 .3194 Saudi Arabia 2.35 1.0225 Others 2.22 .9689

Employee's age 3 .1350 .0154 * 18 - 25 1.84 .3739 26 - 30 2.37 1.0857 31 - 35 2.47 1.0536 36 - 40 2.47 1.1086 Over 40 2.00 .7071

Years of work 4 .4812 .0016 * 1 - 5 2.01 .8534 6 - 1 0 2.53 1.0187

11 - 15 2.57 1.1706 16 - 20 2.00 .8165 More then 20 2.05 .7592


92


for three independent variables: educational level,

employee's age, and years of work at MFA.


with library collection based on the level of education. It

shows the Scheffe test which indicates that the groups with

college degrees and post graduate degrees were more

satisfied with library collection at the .05 level of

significance than were employees with high school diplomas.

Also, the table indicates that groups with college degrees

and post graduate degrees were more satisfied with the

library collection than were employees with some college.

Library Hours and User Satisfaction


library hours with all demographic variables. The table

indicates that there was significance at the .05 level for

six independent variables: rank, educational level,

employee's age, marital status, country granting the last

educational degree, and years of work at MFA.

Table 33 presents differences in the means of

satisfaction with library hours based on the level of

education. It shows the Scheffe test which indicates that

groups of employees with less than high school, high school

diplomas, and some college were more satisfied with library

hours than were employees with college degrees. Also, the

93

TABLE 31

DIFFERENCES IN MEANS OF SATISFACTION WITH LIBRARY COLLECTION BASED ON THE EMPLOYEE'S EDUCATIONAL LEVELS

(Scheffe Test)

Education Groups N Mean 1 Groups 2 3 4 5

1 = < high school 5 2.000 2 = high school 40 1.850 3 = some college 26 1.423 4 = college degree 117 2.419 * *

5 = post graduate 60 2.800 * *


table indicates that groups with less than high school, high

school diplomas, and some college were more satisfied with

library hours than were employees with post graduate

degrees.

Physical Facilities and User Satisfaction


physical facilities with all demographic variables. The


for four independent variables: last educational degree

received, employee's age, years of work at MFA, and country

granting the last degree.


with physical facilities based on the employees' educational

level. It shows the Scheffe test which indicates that

94

TABLE 32

SATISFACTION OF RESPONDENTS CONCERNING LIBRARY HOURS WITH ALL INDEPENDENT VARIABLES

(One-Way ANOVA)

INDEPENDENT VARIABLES Means S.D. F-•value g-value

Nationality 2. 7930 .0959 Saudi 4.03 .9077 Non Saudi 4.30 .6366

Rank 4. 4770 .0124 *

Administrative 4.22 .0967 Diplomatic 3.90 .9270 Others 4.22 .7121

Marital status 4. 5191 .0118 *

Single 4.27 .8119 Married 3.96 .9057 Divorced 4.50 .5345

Last educational degree received 16. 0595 .0000 *

Less than high school 4.83 .3835 High school diploma 4.50 .5053 Some college 4.52 .5099 College degree 3.91 .8198 Post graduate 3.60 1 .0767

Country granting last degree 7. 7575 .0057 *

Saudi Arabia 4.17 .7931 Others 4.86 1 .0011

Employee's age 6. 0415 .0001 * 18 - 25 4.60 .4961 26 - 30 4.02 .9065 31 - 35 3.94 .8333 36 - 40 3.80 1 .0540 Over 40 3.96 .8406

Years of work 8. 6676 .0000 * 1 - 5 4.54 .6107 6 - 1 0 3.84 .8977

11 - 15 3.85 .9792 16 - 20 3.70 1 .2517 More then 20 3.85 .8751


95

TABLE 33

DIFFERENCES IN MEANS OF SATISFACTION WITH LIBRARY HOURS BASED ON THE EMPLOYEE'S EDUCATIONAL LEVELS

(Scheffe Test)


1 2 3 4 5

1 = < high school 18 4.833 * *

2 = high school 48 4.500 * *

3 = some college 25 4.520 * *



groups of employees with less than high school, high school

diplomas, some college, and college degrees were more

satisfied with physical facilities than were employees with

post graduate degrees. Also, the table indicates that

groups with high school diplomas were more satisfied with

physical facilities than were employees with college

degrees.

Library Use In General

Table 36 shows the classification of the participants

concerning frequency of the MFA Library's use with all


significance at the .05 level for two independent variables:

education and country granting the last educational degree

96

TABLE 34

SATISFACTION OF RESPONDENTS CONCERNING PHYSICAL FACILITIES WITH ALL INDEPENDENT VARIABLES

(One-Way ANOVA)


Nationality .2903 . 5908 Saudi 17.14 2 .3013 Non Saudi 16.81 2 .5356

Rank .3346 .7161 Administrative 17.30 2 .5713 Diplomatic 16.97 1 .8044 Others 17.09 2 .5904

Marital status 1.7760 .1725 Single 17.40 2 .4376 Married 17.07 2 .2556 Divorced 15.40 2 .3022

Last educational degree received 51.2643 .0000 *

< than high school 18.75 .2500 High school diploma 18.89 .6761 Some college 18.47 .7723 College degree 17.35 1 .7379 Post graduate 14.05 2 .0809

Country granting last degree 4.8771 .0286 *

Saudi Arabia 17.39 2 .0592 Others 16.58 2 .6859

Employee's age 5.7775 .0002 *

18 - 25 18.71 .6903 26 - 30 17.29 2 .1522 31 - 35 16.28 2 .5479 36 - 40 17.28 2 .5340 Over 40 16.11 2 . 1663

Years of work 6.1899 .0001 *

1 - 5 18.17 1 .6317 6 - 1 0 16.54 2 .4345

11 - 15 16.68 2 .6252 16 - 20 16.43 2 .0702 More then 20 15.93 2 .2509


97

TABLE 35

DIFFERENCES IN MEANS OF SATISFACTION WITH PHYSICAL FACILITIES BASED ON THE EDUCATIONAL LEVEL

OF THE EMPLOYEE (Scheffe Test)


1 2 3 4 5

1 = < high school 4 18.750 *

2 = high school 35 18.886 * *

3 = some college 19 18.474 *




received. A chi-square value of the last educational degree

received of 24.671 with 12 degrees of freedom was the

highest value at the .05 level of significance.


concerning the MFA employees' use of other libraries with

all independent variables. The table indicates that there



age, and years of work at MFA. A chi-square value of the

last educational degree received of 36.244 with 4 degrees of



concerning adequate materials at the MFA Library with all


98

TABLE 36

RESPONSES CONCERNING FREQUENCY OF IJIBRARY USE WITH ALL INDEPENDENT VARIABLES (N = 280)

(Chi-Square Test)

INDEPENDENT VARIABLES Every 1 - 2 Once a Once 3-6 Total Day A Week Month Months

Nationality Saudi 27 60 49 110 246 Non Saudi 6 9 11 8 34

Chi-square= 6.517 with 3 ! df E~value= .0890 Rank

Administrative 9 27 14 38 88 Diplomatic 15 27 32 58 132 Others 9 15 14 22 60

Chi-square= 5.363 with 6 df p-value= .4981 Marital status

Single 12 21 20 30 83 Married 20 46 39 83 188 Divorced 1 2 1 5 9

Chi-square= 2.791 with 6 df E~value= .8346 Last educational degree received

Less than high school 0 3 7 17 27 High school diploma 1 9 11 29 50 Some college 5 9 6 6 26 College degree 17 31 23 46 117 Post graduate 10 17 13 20 60

Chi-square= 24.671 with 12 df p-value= .0165 * Country granting last degree

Saudi Arabia 12 32 42 91 186 Others 12 37 18 27 44

Chi-square= 18.946 with 3 df E~value= .0003 * Employee1s age

18 - 25 1 10 15 31 57 26 - 30 17 25 17 34 93 31 - 35 7 16 17 24 64 36 - 40 3 12 9 17 41 Over 40 5 6 2 12 25

Chi-square= 19.290 with 12 df E-value= .0818 Years of work

.0818

1 - 5 9 26 23 53 111 6 - 1 0 16 20 18 31 85

11 - 15 2 14 16 22 54 16 - 20 1 4 1 4 10 More then 20 5 5 2 8 20

Chi-square= 17.019 with 12 df p-value= .1489


99

TABLE 37

RESPONSES CONCERNING USE OF OTHER LIBRARIES WITH ALL INDEPENDENT VARIABLES (N = 280)

(Chi-Square Test)



Chi-square= .339 with Rank




Chi-square= 1.064 with Last educational degree received


Chi-square= 36.244 with Country granting last degree


Chi-square= .747 with Employee's age

1 8 - 2 5 6 26 - 30 43 31 - 35 26 36 - 40 16 Over 40 8

Chi-square= 21.334 with Years of work

1 - 5 25 6 - 1 0 40

11 - 15 24 1 6 - 2 0 3 More then 20 7

Chi-square= 15.170 with

1 df

2 df

2 df

4 df

1 df

4 df

4 df

157 24 B-value=

59 79 43 E~value=

57 119

5 E~value=

25 45 18 65 28 p-value=

124 57 E~value=

51 50 38 25 17 E~value=

86 45 30 7

13 E-value=

246 34

.5604

88 132 60

.2411

83 188

9 .5873

27 50 26

117 60

. 0 0 0 0 *

186 94

.3876

57 93 64 41 25

.0003 *

111 85 54 10 20

.0044 *


TABLE 38

100

RESPONSES CONCERNING ADEQUATE MATERIALS WITH ALL INDEPENDENT VARIABLES (N = 280)

(Chi-Square Test)







Chi-square= 5.629 Last degree received


Chi-square=18 0.218 Country granting last degree

Saudi Arabia Others


18 - 25 26 - 30 31 - 35 36 - 40 Over 40


1 - 5 6 - 1 0

11 - 15 16 - 20 More then 20

Chi-square= 52.931

200 32 with 1 df

74 101 57 with 2 df

72 155

5 with 2 df

27 50 26

114 15 with 4 df

157 75 with 1 df

57 88 42 30 15 with 4 df

111 69 35 4

13 with 4 df

46 2 E~value=

14 31 3 E~value=

11 33 4 E~value=

0 0 0 3

45 E~value=

29 19 E-value=

0 5

22 11 10 E-value=

0 16 19 6 7 E-value=

246 34

. 1061

88 132 60

.0065 *

83 188 9

. 0599

27 50 26 117 60

.0000 *

186 94

.4231

57 93 64 41 25

,0000 *

111 85 54 10 20

0000 *


101

significance at the .05 level for four independent


rank, employee's age, and years of work at MFA. A chi-


182.218 with 4 degrees of freedom was the highest



concerning adequate materials at the MFA Library with all


significance at the .05 level for six independent variables:

nationality, employee's rank, last educational degree

received, country granting the last educational degree,

employee's age, and years of work at MFA. A chi-square

value of the last educational degree received of 109.120

with 4 degrees of freedom was the highest value at the .05

level of significance.

Table 40 shows the responses of the participants

concerning adequate services at the MFA Library with all


significance at the .05 level for four independent

variables: last educational degree received, country


years of work at the MFA. A chi-square value of the last

educational degree received of 181.189 with 4 degrees of


102

TABLE 39

RESPONSES CONCERNING ADEQUATE TOOLS WITH ALL INDEPENDENT VARIABLES (N == 280)

(Chi-Square Test)










Saudi Arabia Others


18 - 25 26 - 30 31 - 35 36 - 40 Over 40


1 - 5 6 - 1 0

11 - 15 16 - 20 More then 20

Chi-square= 63.683

107 3 with 1

57 36 17 with 2

41 67 2 with 2

df

df

df

23 39 18 28 2 with 4 df

89 21 with 1 df

43 40 9

13 5 with 4 df

75 16 15 1 3 with 4 df

139 31 E~value=

31 96 43 p-value=

42 121

7 Ervalue=

4 11 8

89 58 £-value=

97 73 E~value=

14 53 55 28 20 E~value=

36 69 39 9

17 E-value=

246 34

. 0 0 0 2 *

88 132 60

. 0 0 0 0 *

83 188

9 .0577

27 50 26

117 60

. 0 0 0 0 *

186 94

.0001 *

57 93 64 41 25

,0000 *

111 85 54 10 20

0000 *


103

TABLE 40

RESPONSES CONCERNING ADEQUATE SERVICES WITH ALL INDEPENDENT VARIABLES (N == 280)

(Chi-Square Test)


Saudi 170 76 246 Non Saudi 22 12 34

Chi-square= .103 with 1 df E--value= .7483 Rank


Chi-square= 5.152 with 2 df E--value= .0761 Marital status


Chi-square= 5.216 with 2 df E" -value= .0737 Last degree received


Chi-square= 181.169 With 4 df E--value= .0000 * Country granting last degree





1 - 5 104 7 111 6 - 1 0 51 34 85

11 - 15 22 32 54 16 - 20 4 6 10 More then 20 11 9 20



104


concerning sufficient training of MFA employees with all




of 140.926 with 4 degrees of freedom was the highest value

at the .05 level of significance.


concerning the importance of the MFA Library with all




of 314.087 with 12 degrees of freedom was the highest value

at the .05 level of significance. Also, the table indicates

eleven missing observations because respondents answered,

"don't know."


concerning satisfaction of the Ministry of Foreign Affairs

Library in general with all independent variables. The


for five independent variables: nationality, employee's

rank, last educational degree received, employee's age, and

years of work at the Ministry of Foreign Affairs. A chi-


76.865 with 8 degrees of freedom was the highest significant

value at the .05 level. Also, the table indicates 16

105

TABLE 41

RESPONSES CONCERNING THEIR SUFFICIENT TRAINING WITH ALL INDEPENDENT VARIABLES (N = 280)

(Chi-Square Test)


Saudi 110 136 246 Non Saudi 8 26 34

Chi-square= 4.664 with 1 df £>-value= .0308 *

Rank Administrative 13 75 88 Diplomatic 94 38 132 Others 11 49 60

Chi-square= 86.734 with 2 df E~value= .0000 *


Chi-square= 25.352 with 2 df £-value= .0000 * Last degree received


Chi-square= 140.926 with 4 df p-value= .0000 * Country granting last degree


Chi-square= 5.186 with 1 df £-value= .0228 *


Chi-square= 113.761 with 4 df E-value= .0000 * Years of work

E-value=

1 - 5 2 109 111 6 - 1 0 65 20 85

11 - 15 28 26 54 16 - 20 9 1 10 More then 20 14 6 20

Chi-square= 133.012 with 4 df E>-value= .0000 *


106

TABLE 42

RESPONSES CONCERNING IMPORTANCE OF THE MFA LIBRARY WITH ALL INDEPENDENT VARIABLES (N = 280)

(Chi-Square Test)

INDEPENDENT VARIABLES Very Imp. Imp

Some Imp.

Not Imp. Total

Nationality Saudi 149 75 9 6 239 Non Saudi 18 7 5 0 30

Chi-square= 9.867 with 3 df E--value= .0197 * Rank

Administrative 41 34 8 5 88 Diplomatic 96 36 0 0 132 Others 30 12 6 1 49

Chi-square= 30.502 with 6 df E--value= .0000 * Marital status

Single 37 29 9 4 79 Married 125 52 4 2 183 Divorced 5 . 1 1 0 7

Chi-square= 20.248 with 6 df E--value= .0025 * Last degree received

Less than high school 1 0 10 6 17 High school diploma i 3 43 4 0 50 Some college 18 7 0 0 25 College degree 87 30 0 0 117 Post graduate 58 2 0 0 60


Saudi Arabia 101 57 13 6 177 Others 66 25 1 0 92


Employee's age 18 - 25 3 28 12 5 48 26 - 30 63 28 1 0 92 31 - 35 50 14 0 0 64 36 - 40 29 9 1 1 40 Over 40 22 3 0 0 25


1 - 5 32 51 13 5 101 6 - 1 0 68 17 0 0 85

11 - 15 41 10 1 1 53 16 - 20 9 1 0 0 10 More then 20 17 3 0 0 20


•Denotes significance at the .05 level. Note: Number of Missing Observations = 11.

107

TABLE 43

RESPONSES CONCERNING SATISFACTION OF THE MFA LIBRARY IN GENERAL WITH ALL INDEPENDENT VARIABLES (N = 264)

(Chi-Square Test)

INDEPENDENT VARIABLES Satisfied Poor Very Poor Total

Nationality Saudi 14 121 101 236 Non Saudi 3 6 19 28

Chi-square= 8.981 with 2 df E~value= . 0112 * Rank

Administrative 4 41 36 81 Diplomatic 8 75 49 132 Others 5 11 35 51

Chi-square= 18.924 with 4 df E~value= .0008 * Marital status

Single 2 32 38 72 Married 15 90 79 184 Divorced 0 5 3 8

Chi-square= 4.641 with 4 df E~value= .3262 Last degree received

Less than high school 0 4 11 15 High school diploma 0 11 35 46 Some college 0 10 16 26 College degree 4 59 54 117 Post graduate 13 43 4 60

Chi-square= 76.865 with 8 df E~value= .0000 * Country granting last degree

Saudi Arabia 8 79 84 171 Others 9 48 36 93

Chi-square= 4.142 with 2 df E-value= .1261 Employee's age

18 - 25 0 12 32 44 26 - 30 2 47 44 93 31 - 35 5 35 24 64 36 - 40 3 18 17 38 Over 40 7 15 3 25

Chi-square= 43.571 with 8 df E~value= .0000 * Years of work

1 - 5 0 37 61 98 6 - 1 0 6 42 37 85

11 - 15 3 32 16 51 16 - 20 2 4 4 10 More then 20 6 12 2 20


•Denotes significance at the .05 level. Note: Number of Missing Observations = 16,

108

missing observations because the respondents did not state

their opinions.

Other Services

Tables 44, 45, 46, 47,and 48 show the responses of the

participants concerning other services which they would like

to have in the Ministry of Foreign Affairs Library with all

independent variables.

Table 44 shows responses concerning sending a list of

publications to each department in the Ministry of Foreign

Affairs. It indicates that there was significance at the

.05 level for all independent variables. A chi-square value

of education of 129.339 with 4 degrees of freedom was the

highest significant value at the .05 level.

Table 45 shows responses to the question of answering

the employee's questions by phone. It indicates that there


variables: nationality, employee's rank, and last

educational degree received. A chi-square value of the

employee rank of 17.778 with 2 degrees of freedom was the

highest value at the .05 level of significance.

Table 46 gives the results of responses about sending

materials by phone request. It indicates that there was


variable which is nationality. A chi-square value of the

109

TABLE 44

RESPONSES CONCERNING SENDING A LIST OF PUBLICATIONS TO THE MFA EMPLOYEES WITH ALL INDEPENDENT VARIABLES (N = 280)

(Chi-Square Test)


Saudi 217 29 246 Non Saudi 24 10 34

Chi-square= 7.739 With 1 df E" -value= .0054 *

Rank Administrative 72 16 88 Diplomatic 127 5 132 Others 42 18 60

Chi-square= 25.577 With 2 df E--value= .0000 * Marital status


Chi-square= 17.020 with 2 df E* -value= .0002 *

Last degree received Less than high school 5 22 27 High school diploma 38 12 50 Some college 25 1 26 College degree 114 3 117 Post graduate 59 1 60

Chi-square= 129.339 With 4 df B' -value= .0000 * Country granting last degree


Chi-square= 13.608 with 1 df E--value= .0002 * Employee's age

18 - 25 29 28 57 26 - 30 88 5 93 31 - 35 62 2 64 36 - 40 38 3 41 Over 40 24 1 25

Chi-square= 74.347 with 4 df E--value= .0000 * Years of work

E-

1 - 5 78 33 111 6 - 1 0 82 3 85

11 - 15 52 2 54 16 - 20 10 0 10 More then 20 19 1 20



110

TABLE 45

RESPONSES CONCERNING ANSWERING EMPLOYEES' QUESTIONS BY PHONE WITH ALL INDEPENDENT VARIABLES (N = 280)

(Chi-Square Test)










Saudi Arabia Others


18 - 25 26 - 30 31 - 35 36 - 40 Over 40


1 - 5 6 - 1 0

11 - 15 16 - 20 More then 20

Chi-square= 5.011

67 17 with 1

24 29 31 with 2

df

df

31 49 4 with 2 df

15 18

8 32 11 with 4 df

57 27 with 1 df

22 29 12 14 7 with 4 df

40 19 16 2 7 with 4 df

179 17 E~value=

64 103 29 £-value=

52 139

5 E~value=

12 32 18 85 49 E_value=

129 67 E-value=

35 64 52 27 18 |>-value=

71 66 38 8 13 E~value=

246 34

. 0 0 6 6 *

88 132 60

.0001 *

83 188

9 .1099

27 50 26

117 60

.0089 *

186 94

.7404

57 93 64 41 25

.1773

111 85 54 10 20

. 2862


TABLE 46

111

RESPONSES CONCERNING SENDING MATERIALS BY PHONE REQUEST ALL INDEPENDENT VARIABLES (N = 280)

(Chi-Square Test)



Chi-square= 4.937 with 1 df Rank




Chi-square= .868 with 2 df Last degree received


Chi-square= 7.970 with 4 df Country granting last degree


Chi-square= .420 with 1 df Employee's age

18 - 25 16 26 - 30 31 31 - 35 26 36 - 40 17 Over 40 7

Chi-square= 3.499 with 4 df Years of work

1 - 5 33 6 - 1 0 33

11 - 15 20 1 6 - 2 0 5 More then 20 6

Chi-square= 3.208 with 4 df

155 28 E~value=

57 81 45 p-value=

57 121

5 p-value=

18 38 20 75 32 p-value=

124 59 p-value=

41 62 38 24 18 p-value=

78 52 34 5

14 p-value=

246 34

0263 *

88 132 60

1820

83 188

9 ,6480

27 50 26

117 60

,0927

186 94

,5171

57 93 64 41 25

.4780

111 85 54 10 20

,5236


112

nationality of 4.937 with 2 degrees of freedom was the only

significant value at the .05 level in the table.

Table 47 presents responses about using Interlibrary

Loan (ILL) at the MFA Library. It indicates that there was

significance at the .05 level for six independent variables:

employee rank, marital status, last educational degree


employee*s age, and years of work at MFA. A chi-square

value of the employee's rank of 138.835 with 4 degrees of

freedom was the highest value at the .05 level of

significance.

In Table 48 are responses about offering a library

orientation program at the MFA Library. It indicates that

there was significance at the .05 level for six independent

variables: marital status, last educational degree


employee rank, employee's age, and years of work at the MFA.


of 91.069 with 4 degrees of freedom was the highest


Summary

The purpose of this chapter was to present an

analysis of the data using the Statistical Package for the

Social Sciences. The data were obtained from 280 employees

TABLE 47

RESPONSES CONCERNING USING INTERLIBRARY LOAN WITH ALL INDEPENDENT VARIABLES (N = 280)

(Chi-Square Test)

113



Chi-square= 3.192 With 1 df E--value= .0740 Rank


Chi-square= 27.350 With 2 df E" -value= .0000 *


Chi-square= 11.807 with 2 df E" -value= . 0027 * Last degree received


Chi-square= 138.835 With 4 df E" -value= .0000 * Country granting last degree



Employee's age E"

18 - 25 20 37 57 26 - 30 86 7 93 31 - 35 60 4 64 36 - 40 32 9 41 Over 40 24 1 25

Chi-square= 90.089 With 4 df E* -value= .0000 * Years of work

1 - 5 67 44 111 6 - 1 0 82 3 85

11 - 15 44 10 54 16 - 20 9 1 10 More then 20 20 0 20



114

TABLE 48

RESPONSES CONCERNING OFFERING LIBRARY ORIENTATION WITH ALL INDEPENDENT VARIABLES (N = 280)

(Chi-Square Test)


Saudi 118 128 246 Non Saudi 21 13 34

Chi-square= 2.275 with 1 df p-value= . 1315 Rank


Chi-square= 43.873 with 2 df p-value= . 0000 * Marital status


Chi-square= 21.985 with 2 df E-value- .0000 *

Last degree received Less than high school 27 0 27 High school diploma 42 8 50 Some college 17 9 26 College degree 45 72 117 Post graduate 8 52 60

Chi-square= 91.069 with 4 df jo-value= .0000 *

Country granting last degree Saudi Arabia 101 85 186 Others 38 56 94

Chi-square= 4.809 with 1 df £-value= .0283 *



Years of work 1 - 5 82 29 111 6 - 1 0 22 63 85

11 - 15 25 29 54 16 - 20 2 8 10 More then 20 8 12 20



115

at the Ministry of Foreign Affairs in Saudi Arabia. The

following section discusses these findings in more detail.

1. Thirty-four or 12.1 percent of the employees in the

sample are not of Saudi nationality. These non-Saudi

nationalities are fourteen or 41.2 percent Filipinos, twelve

or 35.3 percent Sudanese, six or 17.6 percent Egyptians, and

two or 5.9 percent Americans. These individuals hold

professional as well as nonprofessional positions. They are

in academic positions at the Institute as well as typing

positions (N = 18) and technicians (maintenance,

communication, and computer analysts) (N = 16) at the MFA.

2. Sixty or 21.4 percent of the employees in the

sample are not administrative nor diplomatic but are in the

"other ranks" category. These employees are in thirty

academic positions, eighteen technical positions, and twelve

military positions.

3. Ninety-four or 33.6 percent of the analyzed

employees have received their degrees from universities

outside Saudi Arabia. These countries are the United States

of America (N = 33), Egypt (N = 20), Sudan (N = 12), England

(N = 10), Philippines (N = 7), Canada (N = 3), India (N =

3), Holland (N = 2), Pakistan (N = 2), Algeria (N = 1), and

Yemen (N = l).

4. One hundred and eleven or 39.6 percent of the

respondents fall under the first subgroup of the independent

variable "Years of Work at MFA" which is between 1-5 years.

116

This means most of the respondents are new in the Ministry

of Foreign Affairs.

5. The frequency distribution of the language fluency

shows that 263 or 93.9 percent speak Arabic; 190 or 67.9

percent speak English; 39 or 13.9 percent speak French, and

54 or 19.3 percent speak other languages. These languages

are German, Spanish, Dutch, Urdu, Hindi, Tagalog, Turkish,

Indonesian, and Malay.

6. Thirty-three or 11.8 percent of the respondents use

the MFA Library everyday. However, 118 or 42.1 percent use

the library only once every 3-6 months. Of these, eighty-

three or 70.3 percent are married; forty-six or 38.9 percent

of them have a college degree, and ninety-one or 77.1

percent of them are graduates from Saudi Arabia.

7. One hundred and eighty-one or 64.6 percent of the

respondents stated that they are not using any other library

and that they only use the MFA Library for their needs. Of

these, 119 or 65.7 percent of them are married, and eighty-

six or 47.5 percent of them have been working between 1-5

years at the MFA. However, ninety-nine or 35.4 percent of

the respondents do use other libraries. The other libraries

are King Saud University Library, Imam Mohammed Ibn Saud

University Library, King Abdulaziz Public Library,

Information Center of King Fahd Library, Institute of Public

Administration Library, Information and Document Center of

King Faisal Library, National Guard Library, and their own

117

personal libraries. The reasons stated by employees for

using these libraries are as follows: broad and current

collection covering many areas of knowledge and interests,

convenient access to books and materials, appropriateness of

hours, comfortable atmosphere for research and reading,

location close to respondent's home or on the way to work at

the MFA.

8. Forty-eight or 17.1 percent of the respondents

reported that there were no adequate materials available at

the MFA Library; 46 or 95.8 percent of them are of Saudi

nationality, 33 or 68.8 percent of them are married, and 45

or 93.8 percent of them hold post graduate degrees.

However, 232 or 82.9 percent of the analyzed responds

reported that there were adequate materials at the MFA

Library, 114 or 49.1 percent of them hold college degrees

from Saudi universities.

9. Inadequate access to materials at the MFA Library

was reported by 170 or 60.7 percent of the respondents. Of

these, eighty-nine or 52.4 percent have college degrees.

However, 110 or 39.3 percent of the respondents reported

that there was adequate access to materials. Of these,

thirty-nine or 35.5 percent have a high school diploma.

10. Eighty-eight or 31.4 percent of the respondents

reported that there were not adequate services at the MFA

Library. Of these, sixty or 68.2 percent have post graduate

degrees. However, 192 or 68.6 percent of the respondents

118

reported that there are adequate services at the MFA

Library. Of these, eighty-nine or 46.4 percent have college

degrees, and 104 or 54.2 percent have been working between

1-5 years at the MFA.

11. One hundred and sixty-two or 58.8 percent of the

respondents reported that they don't have sufficient

training or experience to use the MFA Library. Of these,

fifty-six or 34.6 percent have college degrees, and forty-

nine or 30.2 percent have high school diplomas. However,

118 or 42.1 percent of the respondents reported that they

have sufficient training and experiences in using the MFA

Library. Sixty-one or 51.7 percent of them have college

degrees; fifty-six or 47.5 percent have post graduate

degrees; and sixty-five or 55.1 percent of them have been

working between 6-10 years at the MFA.

12. One hundred and sixty-seven or 59.6 percent of the

respondents reported that the MFA Library is very important

for satisfying their needs. Eighty-seven or 52.1 percent of

them have college degrees, and fifty or 34.7 percent of them

have post graduate degrees. However, six or 2.1 percent of

the respondents reported that the MFA Library is not

important; all of these have less than high school degrees.

13. One hundred and twenty or 42.9 percent of the

respondents reported that they are not satisfied with the

MFA Library in general. Of these, seventy-nine or 65.8

percent are married; fifty-four or 45.0 percent have college

119

degrees, and sixty-one or 50.8 percent have been working

between 1-5 years at the MFA. However, seventeen or 6.1

percent of the respondents reported that they are satisfied

with the MFA Library in general. Of these, thirteen or 76.5

percent have post graduate degrees from Saudi Arabia and

other countries.

14. Two hundred and forty-one or 86.1 percent of the

respondents reported that they would like to receive a list

of new publications. Of these, 114 or 47.3 percent are

holding college degrees, and eighty-two or 34.0 percent have

been working between 5-10 years at the MFA. However,

thirty-nine or 13.9 percent of the respondents reported that

they do not want the MFA Library to send a list of new

publications to the departments in the ministry. Of these,

thirty-three or 84.6 percent have high school diplomas or

less school than high school.

15. Eighty-four or 30.0 percent of the respondents

reported that they want the MFA Library staff to answer

their questions by phone. Of these, sixty-seven or 79.8

percent are of Saudi nationality, and thirty-two or 38.1

percent have college degrees. Forty or 47.6 percent of them

have been working between 1-5 years at the MFA. However,

196 or 70.0 percent of the respondents reported that they do

not want the MFA Library staff to answer their questions by

phone. Of these, 134 or 68.4 percent of them have college

or post graduate degrees.

120

16. Ninety-seven or 34.6 percent of the respondents

reported that they want document delivery services where the

MFA Library staff would deliver materials to their offices

after a request by phone. Of these, ninety-one or 93.8

percent are of Saudi nationality, forty-two or 43.3 percent

are holding college degrees, and sixty-six or 68.1 percent

have been working between 1-10 years at the MFA. However,

183 or 65.4 percent of the respondents reported that they do

not want the MFA Library to deliver the materials. Of

these, 155 or 84.7 percent are of Saudi nationality, and 121

or 66.1 percent are married.

17. An interlibrary loan (ILL) service was desired by

222 or 79.3 percent of the respondents. Of these, 199 or

89.6 percent are of Saudi nationality, 160 or 72.1 percent

are married, 111 or 50 percent have college degrees, and 149

or 67.1 percent have been working between 1-10 years at the

MFA. However, fifty-eight or 20.7 percent of the

respondents reported that they do not want the MFA Library

to have an interlibrary loan (ILL) service. Among these

were forty-five or 77.6 percent who have high school

diplomas or less.

18. A library orientation program was desired by 139

or 49.6 percent of the respondents. Forty-two or 30.2

percent of them have high school diplomas, forty-five or

32.4 percent have college degrees, and eighty-two or 59.0

percent of them have been working between 1-5 years at the

121

MFA. However, the other 141 or 50.4 percent of the

respondents reported that they do not want the MFA Library

to have a library orientation program. Of: these, 124 or

87.9 percent have college degrees or post graduate degrees.

19. The data analysis indicated that 205 or 73.2

percent of the employees don't know about the existence of

computer database searching at the MFA Library. This is due

to lack of information about this service.

20. There was some dissatisfaction with the photocopy

service of the MFA library. Eighty-five or 30.4 percent of

the respondents did not use the MFA Library's photocopying

machines for the following reasons: lack of copy paper,

lack of quality machines, breakdown of equipment, lack of

maintenance on equipment. Some stated they used the

photocopy machine in their own departments at the MFA.

21. One hundred and fifty-seven or 56.1 percent of the

employees responding don't know about the existence of

indexes or bibliographic citations on specific subjects or

unique bibliographies that are prepared by the MFA Library

staff. This is due to the lack of information on library's

services and activities.

22. One hundred and fifty-eight or 56.4 percent of the

respondents don't know that user guides are available.

These guides instruct library patrons on the use of the

library and the arrangement of its materials.

122

23. The lack of space at the MFA Library was

considered by the majority of the respondents to be the most

serious problem facing the library user in satisfying the

employee's needs for library services.

24. Ninety-eight or 35.0 percent of the respondents

cited job needs as the primary reason for using the library.

Ninety-one or 32.5 percent gave educational needs as the top

priority. Other reasons were updating employee's

information, 113 or 40.4 percent; satisfying employee's

reading needs, 138 or 49.3 percent; reading magazines and

newspapers, 178 or 63.6 percent; and relaxing or

socializing, 205 or 73.2 percent.

25. One hundred and twenty or 42.9 percent of the

respondents stated that the types of information most often

needed for their work were journal articles. Laws and

policies were listed by 102 respondents or 36.4 percent, and

statistical information was needed by ninety-two or 32.9

percent. Other information needed by respondents includes

names and addresses of companies or organizations, eighty-

one or 28.9 percent; scientific tools or theories, 136 or

48.6 percent; and archival information, 185 or 66.1 percent.

26. One hundred and seventy-eight or 63.6 percent of

the respondents find the book format the most useful. One

hundred and thirty-nine or 49.6 percent chose periodicals as

their most used format. Government publications were chosen

123

by 118 or 42.1 percent; yearbooks and directories by 107 or

38.2 percent; encyclopedias and dictionaries by ninety or

32.1 percent; and non-print materials by sixty-three or 22.5

percent.

References for Chapter IV

Kachigan, S. K. 1986. Statistical analysis: An interdisciplinary introduction to univariate and multivariate methods. New York, N.Y.: Radius Press.

Kerlinger, F. N. 1986. Foundations of behavioral research. 3d ed. New York, N.Y.: Holt, Rinehart and Winston, The Dryden Press.

Reynolds, H. 1977. Analysis of nominal data. Beverly Hills, Calif.: Sage Publications.


124

CHAPTER V

SUMMARY, FINDINGS, CONCLUSIONS, MODEL,

AND RECOMMENDATIONS

This chapter summarizes the purposes, methodology, and

procedures of the study. The findings as they pertain to

the research questions are discussed. Based on the findings

and conclusions, a model is presented and recommendations

for future research are presented.

Summary

The problems addressed in this study were the lack of

knowledge of user satisfaction of library services that are

provided at the Ministry of Foreign Affairs (MFA) Library in

Saudi Arabia, and the need for a general model for the

evaluation of library services in other government libraries

in Saudi Arabia.

The purposes of this study were two-fold: (1) to

measure, evaluate, and analyze user satisfaction of the

library services provided at the MFA Library for the

employees of the MFA in Saudi Arabia; and (2) to develop a

model for evaluation of user satisfaction of library

services in other government libraries in Saudi Arabia. To

achieve these purposes, the chi-square test, one-way

125

126

analysis of variance (ANOVA), Scheffe test, crosstabulation

of each variable, frequency distribution, and the .05 level

of significance were chosen as the methods for analysis.

The instrument measures fourteen areas of library

services: card catalog, user guide, arrangement of library

materials, browsing section, bibliographic citations,

availability of needed materials, photocopying services,

staff assistance, computer database searching, library

collection, library hours, library physical facilities,

library use in general, and other library services that

employees would like to have in the MFA Library. The data

gathering instrument was distributed to 425 employees from

the MFA in Saudi Arabia. Usable questionnaires were

returned by 280 or 65.88 percent of the participants. These

were analyzed using Statistical Package for the Social

Sciences.

Findings

The major findings of this study are the following:

1. A significant difference in user satisfaction of

library services was found with regard to nationality. A

comparison of the means of the nationality subgroups

indicates that non-Saudi employees were more satisfied than

were Saudi employees in the following three areas of

services: card catalog, photocopying services, and staff

assistance.

127


library services was found with regard to the employee's

rank. A comparison of the means of the employee's rank

subgroups indicates that employees in administrative

positions were more satisfied than were employees in

diplomatic or other positions in the following six areas of

services: card catalog, user guide, arrangement of library

materials, photocopying services, staff assistance, and

library hours.



marital status. A comparison of the means of the subgroups

indicates that single employees were more satisfied than

were married and divorced employees in the following five

areas of services: card catalog, arrangement of library

materials, photocopying services, staff assistance, and

library hours.


library services was found with regard to the last

educational degree received. A comparison of the means of

the subgroups indicates that employees with some college or

less were more satisfied than were employees with college

degrees and those with post graduate studies in the

following eleven areas of services: card catalog, user

guide, arrangement of materials, browsing section,

availability of needed materials, bibliographic citation,

128

photocopying services, staff assistance, library collection,

library hours, and library physical facilities.


library services was found with regard to the country

granting the last educational degree. A comparison of the

means of the subgroups indicates that employees who

graduated from universities or colleges in Saudi Arabia were

more satisfied than were employees with degrees from

institutions in other countries in the following five areas

of services: card catalog, arrangement of library

materials, photocopying services, library hours, and library

physical facilities.



age. A comparison of the means of the subgroups indicates

that employees ages 18-25 (first group) were more satisfied

than were employees in the other four age groups in the

following nine areas of services: card catalog, user guide,

arrangement of library materials, browsing section,

photocopying services, staff assistance, library physical

facilities, library hours, and library collection.


library services was found with regard to years of work at

the Ministry of Foreign Affairs. A comparison of the means

of the subgroups indicates that employees who have worked

five or less years at the MFA were more satisfied than were

129

employees in the other four groups in the following nine

areas of services: card catalog, user guide, arrangement of

library materials, browsing section, photocopying services,

staff assistance, library collection, library physical

facilities, and library hours.

Conclusions

In the study conducted with the MFA employees, the

findings indicate that 60.7 percent of the respondents

reported inadequate access to materials at the MFA Library.

Inadequate library services were reported by 31.4 percent of

the respondents, and 42.9 percent of the respondents

reported that they are not satisfied with the MFA Library in

general. It can be concluded that there is a high

percentage of dissatisfaction with the library services at

the MFA Library. The more education an employee had, the

more dissatisfied the employee was with the library's

services. Also, those employees who received their last

educational degree from a Saudi Arabian university were the

most dissatisfied.

The lack of satisfaction is primarily due to the space

available for the library, lack of adequate library staff,

lack of an adequate collection of materials, lack of

orientation/in-service training, and weakness in the

management of the library. Generally, the longer the

130

respondents have worked at the Ministry of Foreign Affairs,

the more dissatisfied they are with the library services.

The respondents recommended several new library

services at the MFA Library as potentially beneficial. The

areas considered most desirable were the expansion of the

space in the library, an increase in the size of the

professional library staff, and especially the need for more

automated information services. These services should

include information services, bibliographical services,

online search services, document delivery services, indexing

and abstracting services, publication services, translation

services, clipping services, and archival services. This

demonstrates that there is an interest on the part of

employees of the MFA on the library services provided.

Model for Evaluation of User Satisfaction of Library Services in Government

Libraries in Saudi Arabia

This section suggests ways in which the research model

in this dissertation might be generalized to other

libraries. First, the evaluation of library services

requires an understanding of the rationale, the purpose, and

the mission for implementing a government library program.

To measure user satisfaction of library services,

first, one must define the mission and objectives of the

library. Second, one must identify the potential users of

the library.

131

The objectives might be:

a. To implement adequately the goals of an effective

library program.

b. To select materials in order to develop a well

rounded multi-media collection.

c. To organize library materials efficiently for easy

retrieval and use.

d. To acquire the skills needed to use effectively a

multi-media collection.

e. To have the freedom to read and to have the access

to materials representative of various subjects such as

ethnic and religious topics.

f. To develop an understanding of the users' working

habits in order to serve them more efficiently.

In order to develop the appropriate level of resources

and services, it is critical to understand the employees'

needs and the users' interests and to compare these with the

library holdings.

The facilities must also be analyzed. The organization

of the catalog must be studied in depth so that users may be

aware of all the library resources available to them.

Services performed by the library staff in all departments

the library must be efficient in order to ensure user

satisfaction.

A study should be conducted to evaluate the operations

a H departments in the library. The departments should

132

be operating effectively and meeting the users' needs. The

departments and services to be evaluated are the following:

acquisition, cataloging, serials, reference, research and

document, circulation, computerized information services,

and photocopying.

An evaluation instrument should be developed for each

library. It should be designed to evaluate a specific

service available and other services needed. The instrument

should be simple to read and to complete. It should be

brief and should address the library's needs.

The research model (see figure 4) was designed for user

satisfaction of library services in the Ministry of Foreign

Affairs Library in Saudi Arabia. It compares the dependent

variables (usage, collection, and services) with each

independent variable (nationality, marital status, last

educational degree received, country granting degree, age,

years of work, and employee rank).

The questionnaire (see Appendix C) is an instrument

that can serve as a model for evaluating the user

satisfaction of library services in other government

libraries. It covers fourteen areas of library activities:

the catalog, user guide, arrangement of library materials,

browsing section, bibliographic citations, availability of

needed materials, photocopying services, staff assistance,

computer database searching, library collection, library

133

hours, library physical facilities, library use in general,

and other library services.

The instrument should be tested to determine its

validity for obtaining accurate information in the local

environment. Each question should be suitable to the

specific library situation, and relevant to the objectives

and purposes of the library. Modification of the

instrument, if needed, should then be done.

Observation and interview are suggested as additional

methods for gathering data and information on the use of the

library and its satisfaction level. These interviews should

be scheduled with randomly selected users of the library.

The observer should make a written record of what is

observed. For the interview technique, the questions should

be determined in advance. Permission to tape the interview

should be obtained. The interviewer should make a written

record of the interviewee's responses.

The data should be analyzed and interpreted, and

recommendations should be made in a written report. In

conclusion, the research experience reported in this

dissertation should be useful to other government libraries

in Saudi Arabia. However, each library is unique and some

modification of the research model will probably be

necessary in each case.

134

Recommendations

Based on the findings of this study and the need for

developing the government libraries in Saudi Arabia, the

following recommendations are proposed for consideration for

the Ministry of Foreign Affairs' Library. This researcher

makes some specific recommendations for the MFA Library.

The major concern of the MFA Library that this

researcher found is the building itself. Because space is

so limited at the MFA Library, there is a need for a new

addition to the library. Any addition should allow room for

these recommendations.

The specific recommendations fall under six categories:

administration, automation, staff, technical, public

services, and facilities.

Administration

1. The staff should review the goals and objectives of

the library annually.

2. The MFA Library budget should be evaluated annually

in order that appropriate allocations may be made.

Automation

1. The MFA Library should adopt an automation system

for operating all the library functions.

2. An online library catalog should be available to

give the researchers more access to materials. This would

135

also improve the service to employees and give faster

turnaround time.

3. A security detector gate should be installed in

order to secure the library materials.

Staff

1. The staff should be evaluated annually.

2. Workshops and training courses for MFA Library

personnel should be conducted to provide professional

development for the staff.

3. More technical staff should be hired to expedite

the processing of library materials needing to be shelved

and used.

4. It is recommended that library staff travel to book

fairs inside and outside Saudi Arabia to buy new materials.

Technical

1. An interlibrary loan (ILL) service with other local

government, special, academic, and public libraries should

be established.

2. Quality photocopying machines should be installed.

Daily maintenance should be available. The library should

have the option of coin-operated machines or buying a

magnetic photocopying card for use in the machines. The

staff could be used to offer photocopy services for the

library users.

136

3. The policy on secret books should be reviewed so the

users conducting research can have access to these

materials.

4. The library collection should improve in the areas

of the social sciences.

5. The subscriptions to periodicals, especially the

periodicals of the other Arabic countries, should be

increased to satisfy the needs of the library users.

6. The staff should keep a list of periodical titles

to which the MFA Library subscribes and should update these

lists on a continuing basis.

7. Duplicate materials should be weeded out and sold

to raise funds for new library materials.

8. A small section for children's books would be

appropriate, and a time should be assigned for employees'

children to come with their fathers to the library to select

what they need.

Public Services

1. A library orientation program should be developed

to teach the employees how to use the library, the catalog,

microform readers, etc.

2. A monthly library newsletter should be implemented

to inform the employees about all the library's activities.

The newsletter could notify users of relevant developments

in particular areas.

137

3. The browsing section should be enlarged so that it

is more attractive to the MFA employees.

4. Translation into the Arabic language of the

important works or articles that deal with Saudi diplomats

should be considered.

5. Offering rewards for the best book summary or book

reviews on books borrowed from the MFA Library would

encourage the employees to read.

6. The reorganization of the catalog to make it more

accessible for use should be considered.

7. Special programs on each country of the world could

be conducted to give ideas on culture, society, history,

etc. These programs will give an employee being transferred

some ideas about the country to which he will be moving.

Facilities

1. A conference room should be provided for

discussion, for use as a television lounge, etc.

2. Vending machines that provide soft drinks, hot

drinks, snacks, candies, etc. should be installed.

3. Quiet study areas in the MFA Library should be

available for the researchers.

4. More library furniture and seating facilities

should be provided in order to have an adequate environment

in the library.

138

5. The library hours should be expanded to satisfy the

employees' needs.

6. The staff should review the MFA Library circulation

policies.

Finally, the government of Saudi Arabia should

demonstrate its unequivocal support for libraries by

providing adequate funds and physical facilities for

libraries in the ministries. The government libraries

should utilize the findings of this study in order to

provide effective services for their employees. A model is

presented for the use of other government libraries in Saudi

Arabia. This researcher hopes that all the government

libraries in Saudi Arabia automate their libraries in order

to have the newest library technology such as the laser disk

database system, and CD-ROM (Compact Disc-Read-Only Memory).

The libraries will be able to serve library patrons better

with this technology. The result may be an increase in

research productivity.

The government libraries should offer its librarians

staff development in the areas of strategic planning, record

management, and information systems. Consideration should

be given to providing the professional librarians with time

and the necessary resources in order that they may conduct

research in the field of library and information science.

139

Recommendations For Future Research

Topics for further research and investigation are

recommended.

1. A comparative research of the government libraries

in Saudi Arabia should be conducted. Then, this study could

be compared with other government libraries in other

countries such as the United States, the United Kingdom, or

Canada in terms of library collection, administration,

organization, and financial support.

2. An evaluation of the government libraries in Saudi

Arabia through the International Standards should be

undertaken. This study would deal with checking the library

facilities, collections, services, finance, and library

staff against the standard list for government libraries.

3. A study should be considered to investigate the

feasibility for resource-sharing among government libraries

in Saudi Arabia.

4. A study should be considered to compare library

services in Saudi Arabia in different types of special

libraries such as hospital libraries and corporate libraries

among others.

APPENDIX A

POLITICAL MAP OF SAUDI ARABIA

140

KINGDOM OF SAUDI ARABIA

Ml "THAI /<)\t

ARABIAN > GULF

Tabitk

Jubail „ J , '!!!!& BAHRAIN Al-KImbar—~~£p -/

l)hitbran\ 0

GULF OF OMAN Hofitf M -h QATAR utriya

Riyadh O Madimth

[ianbu V UNITED ARAB f ]

\ EMIRATES /

/

SULTANATE OF OMAN

jertdah\. . Makkah IttiJ *

RED SEA

Sajrtni

^ \* i \ PEOPLES DEMOCRATIC

REPUBLIC OF YEMEN ARABLUN SEA

YEMEN ARAB

REPUBLIC

200 mile

141

APPENDIX B

QUESTIONNAIRE INSTRUMENT

(In Arabic)

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154

APPENDIX C

COVER LETTER AND QUESTIONNAIRE INSTRUMENT

(In English)

155

Dear Sir:

Your cooperation is highly appreciated in responding to the attached questionnaire which is intended to collect information on using the Ministry of Foreign Affairs (MFA) Library and your attitudes and opinions about its services.

The attached questionnaire will take about 15 minutes of your time to complete. Please respond to all questions and give your opinions or suggestions. The purpose of collecting data is to improve the library services to employees. The data will be also used for a doctoral dissertation.

Your response and comments regarding the library resources and services will make this research project very valuable and will help in the near future to improve the library services.

I assure you that your replies will be used for this study only. Please return your responses to the Chairman of your department as soon as possible.

Thank you for your cooperation.

Sincerely Yours,

Jamal Abbas Tameem Doctoral Candidate University of North Texas

156

English Translation of Questionnaire Instrument

QUESTIONNAIRE

User Satisfaction in a Government Library: A Case Study of Ministry of Foreign Affairs in

Saudi Arabia

Researcher

Jamal Abbas Tameem University of North Texas

Denton, Texas

INSTRUCTION

Please place mark ( i/j in front of the answer which express your feeling the best. There is no need for you to write your name on this questionnaire. Please do not consult anybody when answering the questions, because this might result in reducing the level of accuracy and validity of the finding. I assure that your replies will be used for the purpose of this study only and any information you provide will be kept confidential.

THANK YOU IN ADVANCE FOR YOUR COOPERATION

157

Part One: Demographic Information

1. Nationality:

2. Employee rank:

Saudi Non-Saudi, please specify

administrative other, please specify

diplomatic

3. Marital status: single married

4. Last degree received:

Less than high school High school diploma Some college College degree (Bachelor) Post graduate (Post bachelor)

5. Country granting the last degree:

Saudi Arabia Other, please specify

6. Age:

(18 - 25) (36 - 40)

(26 - 30)

divorced

7. Language fluency:

Arabic English French Others, please specify

(Over 40) (31 - 35)

8. Years of work at Ministry of Foreign Affairs (MFA)?

U ~ 5) (6 - 10) (11 - 15)

(16 - 20) (More than 20)

158

Part Two: Library P3aae and collection

9. How many times do you go to the MFA Library?

Everyday Once or twice a week Once a month Once every three to six months Never

10. Do you use another library beside the MFA Library?

Yes a. Please name the libraries.

b. Please give reasons for using the above libraries.

No

11. Do you find what you need in the MFA Library?

Always To a large degree Don't know To a small degree Never

12. What factors influence your success in using the MFA Library? (Answer Yes or No)

Adequate material is available Access tools are adequate Adequate service is given by the staff I have sufficient training and experience in using the MFA Library Others, please specify

159

13. What are your reasons for using the MFA Library?

(Please Rank your answers from 1-6)

for my job needs for my educational needs for update information in my field for filling my reading habit for reading magazines and newspapers only for relaxing or socializing other reasons (please specify)

14. What types of information do you need when you do your job?


numbers and tables of statistics laws and policies names & addresses of companies or organizations articles and studies scientific tools or theories archival information other (please specify)

15. What types of format do you find the information you need?


books periodicals dictionaries and encyclopedias year books and directories government publications non-print materials other (please specify)

160

16. What is your evaluation of the importance of the MFA Library in satisfying your needs?

Very important Important Don't know Some what important Not important

Please explain your answer

Part Three; Library Services

17. Do you use the card catalog to locate the material in the MFA Library?

Yes How satisfactory do you find this service?

Highly satisfactory Satisfactory Don't know Poor Very poor

No, please explain why?

18. Are the materials you need available in the MFA Library?

Yes How satisfactory do you find the availability of materials in the library?



161

19. Do you ask any of the library staff for assistance when you cannot locate the materials that you need?




20. Do you use the MFA Library's user guide?

Yes How satisfactory do you find the user's guide?



21. Do you use the MFA Library's computer database searching?




162

22. Do you use the MFA Library's photocopying services?




23. Do you find the arrangement of the materials satisfactory in the MFA Library?

Yes How satisfactory do you find this

arrangement?



24. Do you use the browsing section for new books that have just arrived to the MFA Library?




163

25. Do you use the indexes in specific subjects which have been prepared by the MFA Library?




26. How satisfactory do you find the lighting in the MFA Library?


Comments:

27. How satisfactory do you find the temperature control (heat and cool) in the MFA Library?


Comments:

28. How satisfactory do you find the library furniture (desks, chairs, etc.) in the MFA Library?


Comments:

164

29. How satisfactory do you find the MFA Library's building, elevators, stairs, and restrooms?


Comments:

30. How satisfactory do you find the MFA Library's hours in meeting your needs?


Comments:

31. How would you rate the MFA Library in general?


Comments:

32. What other services would you like the MFA Library offered? (Answer Yes or No)

Send announcement about new publications Answer the employees' questions by phone Send materials by phone request Use Interlibrary Loan Organize library orientation program Other services (please specify)

165

33. Please state any comments or suggestions for improving the MFA Library services for the users.

THANK YOU FOR YOUR TIME

No.

166

APPENDIX D

LETTER FOR PILOT STUDY

167

Dear Sir:

I am engaged in a research study which requires the collection of data from employees of the Ministry of Foreign Affairs in Saudi Arabia. This study is being conducted as a part of the requirement for the degree of Doctor of Philosophy in Information Science under the direction of Associate Professor Ana D. Cleveland at the School of Library and Information Science, University of North Texas, Texas.

The purpose of this study is to measure, evaluate, and analyze user satisfaction with library services at the Ministry of Foreign Affairs Library which are available to the employees.

Before I send the questionnaire to the participants in the study, I would like to establish the validity of the questions. To do this, I would appreciate your help in refining the questionnaire. Will you please answer all questions and note any question which is unclear or difficult to answer?

Also, I would appreciate your estimating the time it takes to answer all the questionnaire's questions by placing the time, in minutes, on the top of the first page. Your comments and suggestions regarding the items included in the questionnaire will be appreciated.

I deeply appreciate your cooperation. I will personally take the completed questionnaire by the end of the work day.

Thank you very much.

Sincerely yours,

Jamal Abbas Tameem Doctoral student

Enclosures

168

APPENDIX E

COVER LETTERS FOR ASSISTANCE FROM THE MAJOR PROFESSOR

TO THE SAUDI ARABIAN CULTURAL ATTACHE'

AND THE DIRECTOR GENERAL OF THE IDS

169

University of North Texas School of Library and Information Sciences

31 October 1990

Dear Dr. Hamad Al-Saloom:

I am pleased to inform you that Mr. Jamal Abbas Tameem has passed his comprehensive and oral examinations. At the present time, he has developed his proposal on the subject entitled," User Satisfaction in Government Library: A Case Study of the Ministry of Foreign Affairs in Saudi Arabia."

The data for Mr. Tameem's study is available in Saudi Arabia. He will need to travel to Saudi Arabia in order to collect the data. Your assistance to Mr. Tameem's research is much appreciated and needed at this time.

If you have any questions, please don't hesitate to call me at (817) 565-3562 or 565-2445.

Thank you very much.

Sincerely,

Xna D. Cleveland, Ph.D. Chairman, Doctoral Committee Associate Professor

/pk

P.O. Box 13796 • Demon. Texas 76203-3796 117/565-2443

170

University of North Texas School of Library and Information Sciences

December 10, 1990

Ambassador Muhammad O. Madani Director General of the Institute of Diplomatic Studies Ministry of Foreign Affairs P.O. Box 51988 Riyadh, Saudi Arabia 11553

Dear Mr. Ambassador

I am pleased to inform you that Mr. Jamal A. T&meem has passed his dissertation proposal defense on November 30, 1990. The proposed title for his dissertation is "User Satisfaction in a Government Library: A Case Study of the Ministry of Foreign Affairs in Saudi Arabia."

We would like to request a letter of support from you for Mr. Tameem in order to ensure the participants will answer his questionnaire. His study is valuable to develop government libraries in Saudi Arabia.

We would appreciate your assistance with this matter. On behalf of the School of Library and Information Sciences, we want to thank you for your cooperation and support.

Sincerely yours,

0 / m i . Ana D. Cleveland, Ph.D. Chair, Doctoral Committee Associate Professor

/pk

P.O. Bo* 13796 • Denton. Texas 76203-3796 817/565-2445

171

Royal F.mhaw of Saudi Arabia

Cultural Mission To 1'hr V.S.A.

Date: 3/21/1991

<U OytJi J&UU 8jLL«» iJi/i\ JW ^jiu uudi u*u<

TO WHOM IT MAY CONCERN

This is to c e r t i f/ that Mr. Jamal A. Tameem ( s t . # 6 3-22487) went to Saudi Arabia during Fa l l Semester o f 1990 in a research t r i p . T h e purpose vwas to gather data and c o l l e c t Information ibr his d isser ta t ion .The t i t l e o f his d i s s e r t a t i o n i s : User's s a t i s f a c t i o n in a government l i b r a r y : A case study of the Hinstry o f Foreign A f f a i r s in Saudi Arabia.

fbd ulaziz Alsweel , D i rector o f Academic A f f a i r s

6m Si XX Am- . N \V . S».hr r»00 • \V.mMnKinn, f> C 2fHP *7 • (202) 117-04*0 • IVIrv 440611 KI.MJAM

1 7 2

APPENDIX F

FREQUENCY DISTRIBUTION OF THE MFA EMPLOYEES

BY ALL VARIABLES

173

Frequency Distribution of the MFA Employees BY All Variables

Ql: NATIONALITY

Valid Cum

Value Label Value Frequency Percent Percent Percent

Saud i 1 246 87.9 87.9 B7.9

Non-Saudi 2 34 12.1 12.1 100.0

TOTAL 280 100.0 100.0

Valid Cases 280 Missing Cases 0

Q2: EMPLOYEE'S RANK

Valid Cum


Administrative 1 88 31.4 31.4 31.4

Diplomatic 2 132 47.1 47.1 78.6

Other 3 60 21.4 21.4 100.0

TOTAL 280 100.0 100.0


Q3: MARITAL STATUS

Valid Cum


Single 1 83 29.6 29.6 29.. 6

Married 2 188 67.1 67.1 96;8

Divorced 3 9 3.2 3.2 100.0

TOTAL 280 100.0 100.0


Q4: EDUCATION LEVELS

Valid Cum Value Label Value Frequency Percent Percent Percent

Less Than High School 1 27 9.6 9.6 9.6 High School 2 50 17.9 17.9 27.5 Some College 3 26 9.3 9.3 36.8 College Degree 4 117 41.8 41.8 78.6 Post Braduate 5 60 21.4 21.4 100.0

Valid Cases TOTAL 280

280 Missing Cases 0 100.0 100.0

1 7 4

175

Q5: COUNTRY GRANTING THE LAST DEGREE

Value Label Value Frequency Percent

Valid Cum

Percent Percent

Saudi Arabia

Other 1

2 136

94

66.4

33.6

66.4

33.6

66.4

100.0

TOTAL 280 100.0 100.0


06: EMPLOYEE"S AGE


1 8 - 2 5 Years 1 57 20.4 20.4 20.4 26 - 30 Years 2 93 33.2 33.2 53.6 3 1 - 3 5 Years 3 64 22.9 22.9 76.4 36 - 40 Years 4 41 14.6 14.6 91.1 Over 40 Years 5 25 8.9 8.9 100.0

TOTAL 280 100.0 100.0


Q7 A: LANGUAGE FLUENCY (ARABIC)


No 0 17 6.1 6.1 6.1 Yes 1 263 93.9 93.9 100.0

TOTAL 280 100.0 100.0


Q7 B: LANGUAGE FLUENCY (ENGLISH)


No 0 90 32.1 32.1 32.1 Yes 1 190 67.9 67.9 100.0

TOTAL 280 100.0 100.0


176

Q7 C: LANGUAGE FLUENCY (FRENCH) Valid Cum


No 0 241 86.1 86.1 86.1 Yes 1 39 13.9 13.9 100.0

TOTAL 280 100.0 100.0

Valid Cases £80 Missing Cases 0

D7 D: LANGUAGE FLUENCY (OTHERS) Valid Cum


No 0 226 80.7 80.7 80.7 Yes 1 54 19.3 19.3 100.0

TOTAL 280 100.0 100.0


08: YEARS OF WORK AT THE MFA

Val id Cum Value Label Value Frequency Percent Percent Percent

1 - 5 1 111 39.6 39.6 39.6 6 - 1 0 2 85 30. k 30.4 70.0 11 - 15 3 5k 19.3 19.3 89.3 10 - 20 4 10 3.6 3.6 92.9 Over SO 5 20 7.1 7.1 100.0

TOTAL 280 100.0 100.0


09: FREQUENCY OF LIBRARY USE


Everyday 1 33 11.8 11.8 11.8 Once or twice a week 2 69 24.6 24.6 36.4 Once a month 3 60 21.^ 21.4 57.9 Once every 3 to 6 months 4 118 42.1 42.1 100.0

TOTAL 280 100.0 100.0


177

Q10: USE OF OTHER LIBRARIES

Valid Cum


Yes 1 99 35.4 35.4 35.4

No E 181 64.6 64.6 100.0

TOTAL E80 100.0 100.0

Valid Cases E80 Missing Cases 0

Oil: THE AVAILABILITY OF MATERIALS

Valid Cum


Always 1 34 IE. 1 13.7 13.7 To a large degree E 162 57.9 65.3 79.0 To a small degree 4 46 16.4 18.5 97.6 Never 5 6 £.1 £.4 100.0 Do not Know 3 3£ 11.4 MISSING

TOTAL EBO 100.0 100.0

Valid Cases 248 Missing Cases 3£

Q1S A: FACTORS INFLUENCING USER SUCCESS, Adequate materials


Yes 1 23E BE.9 BE.9 8E.9

No E 48 17.1 17.1 100.0

TOTAL S80 100.0 100.0

Valid Cases E80 Missing Cases 0

Q1E B: Access to tools


Yes 1 110 39.3 39.3 39.3 N o £ 170 60.7 60.7 100.0

TOTAL E80 100.0 100.0

Valid Cases EBO Missing Cases 0

1 7 8

Q12 C: Adequate services

Value Label

Yes

No

Value Frequency Percent

Valid Cum

Percent Percent

1

2

192

BB 68.6 31 .4

TOTAL 280 100.0


Q12 D: Sufficent training for users of the library

68.6 31 .4

100.0

68 .6 100.0

Value Label

Yes

No

Valid Cases 280

Q12 E: Other factors


Valid Cum

Percent Percent

1

2 116 162

4S.1

57.9

4S.1

57.9

42,1

100.0

TOTAL 280 100.0

Missing Cases 0

100.0

Value Label

Yes

No

Valid Cases 280

Q13 A: Job needs

Value Label


Valid Cum

Percent Percent

1

2 29

251

TOTAL 280

Missing Cases 0

10.4

89.6

100.0

10.4

89.6

100.0

10.4

100.0


Valid Cum

Percent Percent

Valid Cases 280

1 98 35.0 35.0 35.0

2 82 29.3 29.3 64.3 3 52 18.6 18.6 82.9 4 26 9.3 9.3 92.1 5 16 5.7 5.7 97.9 6 6 2.1 2.1 100.0

TOTAL 280 100.0 100.0

Missing Cases 0

Q13 B: Educational needs

179

Val id Cum


1 87 31.1 31.1 31.1

2 91 32.5 32.5 63.6

3 58 20.7 20.7 84.3

4 21 7.5 7.5 91.8

5 16 5.7 5.7 97.5

6 7 2.5 2.5 100.0

TOTAL 280 100.0 100.0


Q13 C: Updating information


1 45 16.1 16.1 16.1 D i— 41 14 .6 14 .6 3 0 . 7 3 113 4 0 . 4 4 0 . 4 7 1 . 1 4 62 22.1 22.1 9 3 . 2 5 15 5.4 5.4 98.6 6 4 1.4 1.4 100.0

TOTAL 280 100.0 100.0

Valid Cases S80 Missing Cases 0

Q13 D: Filling reading habit


1 37 13.2 13.2 13.2 2 21 7.5 7.5 20.7 3 43 15.4 15.4 36.1 4 138 49.3 49.3 85.4 5 22 7.9 7.9 93.2 6 19 6.8 6.8 100.0

TOTAL 280 100.0 100.0

Valid Cases S80 Missing Cases 0

Q13 E: Reading maga2ines and newspapers

180

Valid Cum


1 5 1.8 1.8 1.8

S 36 12.9 12.9 14.6

3 8 2.9 2.9 17.5

4 18 6.4 6.4 23.9

5 178 63. 6 63.6 87.5

6 35 12.5 12.5 100.0

TOTAL 280 100.0 100.0


Q13 F: Relaxing or socializing

Valid Cum


1 1 .4 .4 .4

2 4 1 .4 1.4 1.8

3 7 2.5 2.5 4.3

4 13 4.6 4.6 8.9

5 18 6.4 6.4 15.4

6 205 73.2 73.2 88.6

7 32 11.4 11.4 100.0

TOTAL 280 100.0 100.0


Q13 G: Other reasons


0 240 85.7 85.7 85.7 1 7 2.5 2.5 88.2 2 4 1.4 1.4 89.6 3 1 .4 .4 90.0 4 1 .4 .4 90.4 5 16 5.7 5.7 96.1 6 2 .7 .7 96.8 7 9 3.2 3.2 100.0

TOTAL 280 100.0 100.0

Valid Cases E80 Missing Cases

181

Q14 A: Numbers and tables of statistics

Val id Cum


1 34 12.1 12.1 12.1

a 79 27.9 27.9 40.0

3 92 32.9 32.9 72.9

4 45 16.1 16.1 88.9

5 19 6.8 6.8 95.7

6 12 4.3 4.3 100.0

TOTAL 280 100.0 100.0


Q14 B: Laws and policies

Val id Cum


1 41 14.6 14.6 14.6

2 102 36.4 36.4 51.1

3 55 19.6 19.6 70.7

4 57 20.4 20.4 91.1

5 9 3.2 3.2 94.3

6 16 5.7 5.7 100.0

TOTAL 280 100.0 100.0


Q14 C: Names arid addresses of companies or organizations


Valid

Percent

Cum

Percent

Valid Cases 280

1 42 15.0 15.0 15.0

2 44 15.7 15.7 30.7

3 81 28.9 28.9 59.6

4 49 17.5 17.5 77.1

5 52 18.6 18.6 95.7

6 12 4.3 4.3 100.0

TOTAL 280 100.0 100.0

Missing Cases 0

Q14 D: Articles and studies

182

Val id Cum


1 120 42.9 42.9 42.9

e 35 12.5 12.5 55.4

3 20 7.1 7.1 62.5

4 57 20.4 20.4 82.9

5 28 10.0 10.0 92.9

6 20 7.1 7.1 100.0

TOTAL 280 100.0 100.0

Valid Cases 280 hissing Cases 0

Q1^ E: Scientific tools or theories

Valid Cum


1 28 10.0 10.0 10.0

2 9 3.2 3.2 13.2

3 20 7.1 7.1 20.4

4 52 18.6 18.6 38.9

5 136 48.6 48.6 87.5

6 34 12.1 12.1 99.6

7 1 .4 .4 100.0

TOTAL 280 100.0 100.0


Q14 F: Archival information

Val id Cum


1 12 4.3 4.3 4.3

2 5 1.8 1.8 6.1

3 8 2.9 2.9 8.9

4 13 4.6 4.6 13.6

5 31 11.1 11.1 24.6

6 185 66.1 66.1 90.7

7 26 9.3 9.3 100.0

TOTAL 280 100.0 100.0


Q14 G: Other types

183

Valid Cum


0 228 81.4 81.4 81.4

1 4 1.4 1.4 82.9

2 4 1.4 1.4 84.3

3 4 1.4 1.4 85.7

4 9 3.2 3.2 88.9

5 6 2.1 2.1 91.1

6 2 .7 .7 91.8

7 23 8.2 8.2 100.0

TOTAL 280 100.0 100.0


Q15 A: Book format

Valid Cum


1 178 63.6 63.6 63.6

2 59 21.1 21.1 84.6

3 21 7.5 7.5 92.1

4 17 6.1 6.1 98.2

5 4 1.4 1.4 99.6

6 1 .4 .4 100.0

TOTAL 280 100.0 100.0


Q15 B: Periodical format

Valid Cum


1 42 15.0 15.0 15.0

2 139 49.6 49.6 64.6 3 55 19.6 19.6 84.3

4 29 10.4 10.4 94.6 5 12 4.3 4.3 98.9

6 3 1.1 1.1 100.0

TOTAL 280 100.0 100.0


Q15 C: Dictionary and encyclopedia format

184

Val id Cum


1 1 .4 .4 .4

2 3 1.1 1.1 1.4

3 90 32.1 32.1 33.6

4 76 27.1 27.1 60.7

5 76 27.1 27.1 87.9

6 29 10.4 10.4 98.2

7 5 1.8 1.8 100.0

TOTAL 280 100.0 100.0


Q15 D: Yearbook and directory format


1 19 6.8 6.8 6.8

2 1 .4 .4 7.1

3 12 4.3 4.3 11.4 4 71 25.4 25.4 36.8

5 107 38.2 38.2 75.0

6 65 23.2 23.2 98.2

7 5 1.8 1.8 100.0

TOTAL 280 100.0 100.0


(315 E: Sovernment publication format


1 4 1.4 1.4 1.4 2 9 3.2 3.2 4.6 3 21 7.5 7.5 12.1 4 49 17.5 17.5 29.6 5 66 23.6 23.6 53.2 6 118 42.1 42.1 95.4 7 13 4.6 4.6 100.0

TOTAL 280 100.0 100.0


1 8 5

Q15 F: Non-print material format


Valid

Percent

Cum

Percent

Valid Cases 280

1 34 12.1 12.1 12.1

2 63 22.5 22.5 34.6

3 75 26.8 26.8 61.4

4 34 12.1 12.1 73.6

5 14 5.0 5.0 78.6

6 60 21.4 21.4 100.0

TOTAL 280 100.0 100.0

Missing Cases 0

Q15 G: Other formats

Value Label

Valid Cases 280

Valid Cum

Value Frequency Percent Percent Percent

0 252 90.0 90.0 90.0

1 2 .7 .7 90.7

2 6 2.1 2.1 92.9

3 7 2.5 2.5 95.4

4 4 1.4 1.4 96.8

5 1 .4 .4 97.1

6 3 1.1 1.1 98.2

7 5 1.8 1.8 100.0

TOTAL 280 100.0 100.0

Missing Cases 0

Q16: Evaluation of the importance of the MFA Library

Value Label

Valid Cum

Value Frequency Percent Percent Percent

Very important 1 167 59.6 62.1 62.1

Important 2 82 29.3 30.5 92.6

Some what important 4 14 5.0 5.2 97.8 Not important 5 6 2.1 2.2 100.0

Do not know 3 11 3.9 MISSING

TOTAL 280 100.0 100.0


186

Q17 A: Use of card catalog

Val id Cum


Ves 1 196 70.0 70.0 70.0

No 2 84 30.0 30.0 100.0

TOTAL 280 100.0 100.0


Q17 B: Level of satisfaction in using card catalog

Valid Cum

V a l u e Label Value Frequency Percent Percent Percent

0 84 3 0 . 0 31.1 31.1

Highly Satisfy 1 29 10.4 10.7 41.9

Sat isfy 2 132 47.1 48.9 90.7

Poor 4 18 6.4 6.7 97.4

Very poor 5 7 2.5 2.6 100.0


TOTAL 280 100.0 100.0


Q1B A: Availability of needed materials

Valid Cum


Yes 1 243 86.8 86.8 86.8

No 2 37 13.2 13.2 100.0

TOTAL 280 100.0 100.0


Q18 B: Level of satisfaction of needed materials available at MFA Lib.

Val id Cum


0 36 12.9 13.7 13.7

Highly Satisfy 1 62 22.1 23.6 37.3 Satisfy 2 151 53.9 57.4 94.7 Poor 4 10 3.6 3.8 98.5 Very poor 5 4 1.4 1.5 100.0 Do not know 3 17 6.1 MISSING

TOTAL 280 100.0 100.0 Valid Cases 263 Missing Cases 17

187

Q19 A: Ask for library staff assistance Valid

Value Frequency Percent Percent Value Label

Yes

No

Valid Cases

1

E

£57

£3

91.8

8.E

91.8

8.E

Cum

Percent

91.8

100.0

E80

TOTAL E80

Missing Cases 0

100.0 100.0

Q19 B: Level of satisfaction with library staff assistance

Valid

Value Label Value Frequency Percent Percent

Cum

Percent

0 E3 8.E 8.3 8.3

Highly Satisfy 1 14E 50.7 51.4 59.8

Sat isfy E 96 34.3 34.8 94.6

Poor 4 9 3.E . 3.3 97.8

Very poor 5 6 E.l E.E 100.0


SBO 100.0 TOTAL


QEO A: Use of user's guide


100.0

Yes

No

Valid Cases

1

E

1S2

158

43.6

56.4

Valid

Percent

43.6

56.4

Cum

Percent

43.6

100.0

E80

TOTAL £80

Missing Cases 0

100.0 100.0

QEO B: Level of satisfaction in using user's guide


Val id

Percent

Cum

Percent

0 158 56.4 57.7 57.7 Highly Satisfy 1 E4 8.6 8.8 66.4 Satisfy S 76 E7.1 87.7 94. £ Poor 4 IE 4.3 4.4 98.5 Very poor 5 4 1.4 1.5 100.0 Do not know 3 6 E.l MISSING

TOTAL 280 100.0 100.0 Valid Cases E74 Missing Cases 6

188

Q21 A: Use of computer database searching

Valid Cum


Yes 1 75 26.8 26.8 26.8

No 2 205 73.2 73.2 100.0

TOTAL 280 100.0 100.0


QSl B: Level of satisfaction in using i computer database searching

Val id Cum


0 205 73.2 75.6 75.6

Highly Satisfy 1 18 6.4 6.6 82.3

Satisfy 2 43 15.4 15.9 98.2

Poor 4 5 1.8 1.8 100.0


TOTAL 280 100.0 100.0


Q22 A: Use of photocopying services

Val id Cum


Yes 1 195 69.6 69.6 69.6

No 2 85 30.4 30.4 100.0

TOTAL 280 100.0 100.0


QE2 B: Level of satisfaction in using photocopy services

Val id Cum


0 85 30.4 30.4 30.4

Highly Satisfy 1 46 16.4 16.4 46.8

Satisfy 2 78 27.9 27.9 74.6

Poor 4 57 20.4 20.4 95.0

Very poor 5 14 5.0 5.0 100.0

TOTAL 280 100.0 100.0


189

QS3 A: Satisfactory arrangement of NFA Library materials Val id Cum


Yes 1 252 90.0 90.0 90.0

No 2 28 10.0 10.0 100.0

TOTAL 280 100.0 100.0


Q23 B: Level of satisfaction with arrangement of library materials Val id Cum


0 28 10.0 10.7 10.7

Highly Satisfy 1 70 25.0 26.7 37.4

Satisfy 2 142 50.7 54.2 91.6

Poor 4 14 5.0 5.3 96.9

Very poor 5 8 2.9 3.1 100.0


TOTAL 280 100.0 100.0

Valid Cases 262 liissing Cases 18

Q24 A: Use of MFA Library's browsing section Valid Cum


Yes 1 144 51.4 51.4 51.4 No 2 136 48.6 48.6 100.0

TOTAL 280 100.0 100.0


Q24 B: Level of satisfaction in using browsing I section Val id Cum


0 136 48.6 51.1 51.1 Highly Satisfy 1 16 5.7 6.0 57.1 Sat isfy 2 52 18.6 19.5 76.7 Poor 4 44 15.7 16.5 93.2 Very poor 5 18 6.4 6.8 100.0 Do not know 3 14 5.0 MISSING


190

Q25 A: Use of indexes and bibliographic citations Valid Cum


Yes 1 123 43.9 43.9 43.9 No 2 157 56.1 56.1 100.0

TOTAL 280 100.0 100.0


Q25 B: Leyel of satisfaction in using indexes & bibliographic citations Val id Cum


0 157 56.1 59.5 59.5 Highly Satisfy 1 31 11.1 11.7 71.2 Satisfy 2 63 22.5 23.9 95.1 Poor 4 13 4.6 4.9 100.0 Do not know 3 16 5.7 MISSING

TOTAL 280 100.0 100.0


Q26 Level of satisfaction with MFA Library's 1 ighting Valid Cum


Highly Satisfy 1 159 56.8 58.9 58.9 Sat isfy 2 82 29.3 30.4 89.3 Poor 4 22 7.9 8.1 97.4 Very poor 5 7 2.5 2.6 100.0 Do not know 3 10 3.6 MISSING

TOTAL 280 100.0 100.0


QE7 Level of satisfaction with MFA Library's temperature control Valid Cum


Highly Satisfy 1 204 72.9 74.5 74.5 Satisfy 2 62 22.1 22.6 97.1 Poor 4 8 2.9 2.9 100.0 Do not know 3 6 2.1 MISSING


191

Q28 Level of satisfaction with MFA Library's furniture Valid Cum


Highly Satisfy 1 78 27.9 28.7 28.7 Sat isfy 2 143 51.1 52.6 81.3 Poor 4 41 14.6 15.1 96.3 Very poor 5 10 3.6 3.7 100.0 Do not know 3 8 2.9 MISSING

TOTAL 280 100.0 100.0 Valid Cases 272 i Missing Cases 8

Q29 Level of satisfaction with MFA Library's accommodations Valid Cum



TOTAL e a o Missing Cases 8

100.0 100.0 Valid Cases 272

Q30 Level of satisfaction with MFA Library's hours

Value Label Value Frequency Percent Val id

Percent Cum

Percent


TOTAL 280 100.0 100.0


Q31 Level of satisfaction with MFA Library in general



TOTAL 280 100.0 100.0


192

Q3S A: Send announcement about new publicat ions


Valid

Percent

Cum

Percent

Yes

No

1

2

241

39

86.1

13.9

86.1

13.9

86 • 1

100.0

TOTAL 280 100.0 100.0


Q3S B: Answer the employees's questions by phone


Val id

Percent

Cum

Percent

Yes

No

1

2

84

196

30.0

70.0

30.0

70.0

30.0

100.0

TOTAL 280 100.0 100.0


Q32 C: Send materials by phone request


Val id

Percent

Cum

Percent

Yes

No 1

2

97

183

34.6

65.4

34.6

65.4

34.6

100.0

TOTAL 280 100.0 100.0


Q32 D: Use Inter library Loan


Valid

Percent

Cum

Percent

Yes

No 1

2

222

58

79.3

20.7

79.3

20.7

79.3

100.0

TOTAL 280 100.0 100.0


193

Q32 Es Organize library orientatior i program

Val id Cum


Yes 1 139 49.6 49.6 49.6

No 2 141 50.4 50.4 100.0

TOTAL 280 100.0 100.0


Q32 F: Other services

Val id Cum


Yes 1 50 17.9 17.9 17.9

No 2 230 82.1 82.1 100.0

TOTAL 280 100.0 100.0


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