Chapter 3: Breaking Down the Data

Abstract

Chapter 3 examines differences in ILS satisfaction by library type (public vs. academic) and size. Satisfied libraries praise quality customer service; dissatisfied ones mention a variety of issues, including business direction, ILS functionality, customer service problems, and cost. Chapter 3 also examines trends over time for both satisfaction and interest in open source, and speculates on reasons behind these trends. Finally, it examines the relationship between company loyalty and future migration.