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| Main Authors: | , |
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| Format: | Recurso educativo Open Access |
| Language: | en |
| Published: |
2015
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| Subjects: | |
| Online Access: | https://eric.ed.gov/?id=EJ1073888 |
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Table of Contents:
- Getting More Value from the LibQUAL+® Survey: The Merits of Qualitative Analysis and Importance-Satisfaction Matrices in Assessing Library Patron Comments Detlor, Brian Ball, Kathryn Surveys Academic Libraries Qualitative Research Users (Information) User Satisfaction (Information) Library Services Statistical Analysis Foreign Countries Content Analysis Undergraduate Students Graduate Students College Faculty 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.