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http://dx.doi.org/10.3743/KOSIM.2013.30.3.157

A Review and Application of Library User Comments Data Analysis Tool: Focused on the LibQUAL+ Survey Comments  

Byun, Jeayeon (성균관대학교 문헌정보학과 대학원)
Shim, Wonsik (성균관대학교 문헌정보학과)
Publication Information
Journal of the Korean Society for information Management / v.30, no.3, 2013 , pp. 157-181 More about this Journal
Abstract
Using user satisfaction surveys and LibQUAL+ instruments, libraries are increasingly gathering qualitative data such as verbatim user comments as well as quantitative data. Such qualitative data can be utilized as clues in establishing library service strategies: to better understand user issues, to identify areas for service improvement, and to prioritize user needs. For this, it is necessary to analyze user comments data and to apply results to the delivery of service and the library policies. This study is an attempt to investigate ways in which user comments data can be made useful in libraries. It identifies different methods of analyzing user comments data from LibQUAL+ surveys and compares qualitative data analysis software programs and taxonomies. It also presents the results of applying these tools to a subset of actual user comments data gathered from a recent LibQUAL+ survey at a major university library in Korea.
Keywords
LibQUAL+; user comments; qualitative data; qualitative data analysis software; taxonomy; library evaluation;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
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