Delivery Speed, Timeliness and Satisfaction: Patrons' Perceptions About ILL Service.

An investigation of Interlibrary customer satisfaction at Greater Midwest Research Libraries Consortium member libraries reveals highly satisfied customers. Through correlation and regressional analysis the study verfies that customers' satisfaction is only minimally dependent on actual delivery speed. Customer perceptions about timeliness suggest that materials received within two weeks satisfy the average academic's "window of usefulness" for loaned items. The implication of thee findings on investment of resources to improve delivery speed and on the importance of determining other factors which influence "complete customer satisfaction" are discussed.