Getting More Value from the LibQUAL+® Survey: The Merits of Qualitative Analysis and Importance-Satisfaction Matrices in Assessing Library Patron Comments.
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| Title: | Getting More Value from the LibQUAL+® Survey: The Merits of Qualitative Analysis and Importance-Satisfaction Matrices in Assessing Library Patron Comments. |
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| Authors: | Detlor, Brian1, Ball, Kathryn2 katball@mcmaster.ca |
| Source: | College & Research Libraries. Sep2015, Vol. 76 Issue 6, p796-810. 15p. |
| Subject Terms: | *Libraries, *Library users, *Qualitative research, Customer satisfaction, Betterments |
| Abstract: | This paper examines the merit of conducting a qualitative analysis of LibQUAL+® survey comments as a means of leveraging quantitative LibQUAL+ results, and using importance-satisfaction matrices to present and assess qualitative findings. Comments collected from the authors' institution's LibQUAL+ survey were analyzed using a codebook based on theoretical insights of customer satisfaction with library features. Qualitative findings extended the quantitative results and yielded key recommendations that were new or unclear from the quantitative results alone. Importance-satisfaction matrices were beneficial in pinpointing primary and secondary opportunities for improvement, areas to place continued emphasis, and areas where expectations were exceeded. [ABSTRACT FROM AUTHOR] |
| Copyright of College & Research Libraries is the property of American Library Association and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.) | |
| Database: | Education Research Complete |
| FullText | Links: – Type: pdflink Text: Availability: 0 |
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| Header | DbId: ehh DbLabel: Education Research Complete An: 109169807 AccessLevel: 6 PubType: Academic Journal PubTypeId: academicJournal PreciseRelevancyScore: 0 |
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| Items | – Name: Title Label: Title Group: Ti Data: Getting More Value from the LibQUAL+® Survey: The Merits of Qualitative Analysis and Importance-Satisfaction Matrices in Assessing Library Patron Comments. – Name: Author Label: Authors Group: Au Data: <searchLink fieldCode="AR" term="%22Detlor%2C+Brian%22">Detlor, Brian</searchLink><relatesTo>1</relatesTo><br /><searchLink fieldCode="AR" term="%22Ball%2C+Kathryn%22">Ball, Kathryn</searchLink><relatesTo>2</relatesTo><i> katball@mcmaster.ca</i> – Name: TitleSource Label: Source Group: Src Data: <searchLink fieldCode="JN" term="%22College+%26+Research+Libraries%22">College & Research Libraries</searchLink>. Sep2015, Vol. 76 Issue 6, p796-810. 15p. – Name: Subject Label: Subject Terms Group: Su Data: *<searchLink fieldCode="DE" term="%22Libraries%22">Libraries</searchLink><br />*<searchLink fieldCode="DE" term="%22Library+users%22">Library users</searchLink><br />*<searchLink fieldCode="DE" term="%22Qualitative+research%22">Qualitative research</searchLink><br /><searchLink fieldCode="DE" term="%22Customer+satisfaction%22">Customer satisfaction</searchLink><br /><searchLink fieldCode="DE" term="%22Betterments%22">Betterments</searchLink> – Name: Abstract Label: Abstract Group: Ab Data: This paper examines the merit of conducting a qualitative analysis of LibQUAL+® survey comments as a means of leveraging quantitative LibQUAL+ results, and using importance-satisfaction matrices to present and assess qualitative findings. Comments collected from the authors' institution's LibQUAL+ survey were analyzed using a codebook based on theoretical insights of customer satisfaction with library features. Qualitative findings extended the quantitative results and yielded key recommendations that were new or unclear from the quantitative results alone. Importance-satisfaction matrices were beneficial in pinpointing primary and secondary opportunities for improvement, areas to place continued emphasis, and areas where expectations were exceeded. [ABSTRACT FROM AUTHOR] – Name: AbstractSuppliedCopyright Label: Group: Ab Data: <i>Copyright of College & Research Libraries is the property of American Library Association and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract.</i> (Copyright applies to all Abstracts.) |
| PLink | https://search.ebscohost.com/login.aspx?direct=true&site=eds-live&db=ehh&AN=109169807 |
| RecordInfo | BibRecord: BibEntity: Identifiers: – Type: doi Value: 10.5860/crl.76.6.796 Languages: – Code: eng Text: English PhysicalDescription: Pagination: PageCount: 15 StartPage: 796 Subjects: – SubjectFull: Libraries Type: general – SubjectFull: Library users Type: general – SubjectFull: Qualitative research Type: general – SubjectFull: Customer satisfaction Type: general – SubjectFull: Betterments Type: general Titles: – TitleFull: Getting More Value from the LibQUAL+® Survey: The Merits of Qualitative Analysis and Importance-Satisfaction Matrices in Assessing Library Patron Comments. Type: main BibRelationships: HasContributorRelationships: – PersonEntity: Name: NameFull: Detlor, Brian – PersonEntity: Name: NameFull: Ball, Kathryn IsPartOfRelationships: – BibEntity: Dates: – D: 01 M: 09 Text: Sep2015 Type: published Y: 2015 Identifiers: – Type: issn-print Value: 00100870 Numbering: – Type: volume Value: 76 – Type: issue Value: 6 Titles: – TitleFull: College & Research Libraries Type: main |
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