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  Questionnaire Name - Customer Satisfaction of the Hong Kong Public Libraries
  Showing 1-15 of 37 | Next | Last     
1   Do you have a Hong Kong Public Library card?
 
 
 A-A. Yes (22)
 B-B. No (1)
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2   Have you ever visited the Hong Kong Public Libraries in the past six months?
 
 
 A-A. Yes (15)
 B-B. No (This is the end of the questionnaire. Thank you.) (8)
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3   Please stated the public library / libraries you have visited in the past six months.
 
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4   Part A íV Counter Services

What kinds of service(s) you have received at the counter? (You may choose more than 1 option)
 
 
 A-A. Return / borrow library item(s) (8)
 B-B. Enquiry for library item(s) and service(s) (8)
 C-C. Perform electronic payment transaction(s) (3)
 D-D. Update personal profile (1)
 E-E. Registration of new public library card user (2)
 F-F. None of the above (Please go to Part B) (3)
 G-G. Others: (3)
 
No Selection (7) 
Select 1 item (10)  Select 2 items (1)
Select 3 items (4)   Select 4 items (1)
Select 5 items (0)   Select 6 items (0)
Select 7 items (0)   
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5   Do you agree the service(s) you received in Q.4 are satisfactory?
 
 
 A-A. Strongly agree (Please go to Q.6) (0)
 B-B. Agree (Please go to Q.6) (11)
 C-C. Neutral (Please go to Q.8) (2)
 D-D. Disagree (Please go to Q.7) (0)
 E-E. Strongly disagree (Please go to Q.7) (0)
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6   Please choose the factor(s) that satisfy you. (You may choose more than 1 option)
 
 
 A-A. Staff friendliness (2)
 B-B. Staff helpfulness (6)
 C-C. Quick responsiveness of the staff (6)
 D-D. Less time consuming (4)
 E-E. Convenience of electron payment transaction (2)
 F-F. Others: (0)
 
No Selection (12) 
Select 1 item (5)  Select 2 items (4)
Select 3 items (1)   Select 4 items (1)
Select 5 items (0)   Select 6 items (0)
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7   Please choose the factor(s) that dissatisfy you. (You may choose more than 1 option)
 
 
 A-A. Staff unfriendliness (0)
 B-B. Staff unhelpfulness (1)
 C-C. Slow responsiveness of the staff (1)
 D-D. Inefficiency of the staff performing the duties (3)
 E-E. Others: (3)
 
No Selection (15) 
Select 1 item (8)  Select 2 items (0)
Select 3 items (0)   Select 4 items (0)
Select 5 items (0)   
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8   Please rank the quality of counter services. (1 is very bad, 7 is very good)
 
Maximum 7
Minimum 3
Average 4.69
Sum 61
 
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9   Part B íV Self-check Terminals

Did you ever borrow library items through the self-check terminals?
 
 
 A-A. Yes (12)
 B-B. No (Please go to Q.13) (4)
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10   How frequent that you borrow library materials through self-check terminals per week?
 
 
 A-A. 0 time (2)
 B-B. 1 ~ 3 times (8)
 C-C. 4 ~ 6 times (0)
 D-D. 7 times or above (2)
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11   Please choose the factor(s) that you use the self-check terminals? (You may choose more than 1 option)
 
 
 A-A. User friendly (5)
 B-B. Less time consuming (10)
 C-C. Fun to use technological facilities (4)
 D-D. Others: (0)
 
No Selection (11) 
Select 1 item (7)  Select 2 items (3)
Select 3 items (2)   Select 4 items (0)
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12   Please rank the self-check terminal services. (1 is very bad, 7 is very good)
 
Maximum 7
Minimum 3
Average 5.33
Sum 64
 
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13   Please choose the factor(s) that you doníŽt use the self-check terminals. (You may choose more than 1 option)
 
 
 A-A. Difficult to use (0)
 B-B. Enjoy counter services (5)
 C-C. Bad past experience of the machines (1)
 D-D. Others: (3)
 
No Selection (14) 
Select 1 item (9)  Select 2 items (0)
Select 3 items (0)   Select 4 items (0)
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14   Will you be stimulated to use the self-check terminals under below condition(s)? (You may choose more than 1 option)
 
 
 A-A. Accompany by friends (0)
 B-B. Availability of the self-check terminals (e.g. no queuing, nearby etc.) (11)
 C-C. Counter service is unavailable (10)
 D-D. More promotion of the self-check machines (3)
 E-E. Assistance from the library staff (5)
 F-F. Souvenirs provided for self-check users (3)
 G-G. None of the above (1)
 H-H. Others: (0)
 
No Selection (7) 
Select 1 item (5)  Select 2 items (7)
Select 3 items (2)   Select 4 items (2)
Select 5 items (0)   Select 6 items (0)
Select 7 items (0)   Select 8 items (0)
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15   Part C íV Express CheckíVin services

Did you ever use the Express Check-in service for return books?
 
 
 A-A. Yes (7)
 B-B. No (Please go to Q.18) (9)
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