ABSTRACT
The paucity of user satisfaction studies in interlibrary loan is still noticeable in the mid-1990s. Moreover, the extant literature is limited to data that is primarily descriptive in nature. An exception to this is the study done by Francoise Hebert, who conducted a survey of ILL users in large public libraries in Canada. Her research pointed to "a mismatch between library measures of quality for interlibrary loan, which are based on fill rate and turnaround time, and customer measures of quality, which are based on different criteria."3 To date, the only published study of ILL user satisfaction in U.S. libraries is that written by Perrault and Arseneau.4 Their study of ILL service at Louisiana State University examined descriptive data and was limited to one institution. Ten years after the publication of Waldhart's review, the need for more research in the area of ILL user satisfaction is still apparent.
