A Review and Application of Library User Comments Data Analysis Tool: Focused on the LibQUAL+ Survey Comments
도서관 이용자 코멘트 데이터 분석도구 리뷰 및 적용: LibQUAL+ 설문 데이터를 중심으로

Jeayeon Byun, Wonsik Shim
2013 Journal of the Korean Society for information Management  
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
more » ... he 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.
doi:10.3743/kosim.2013.30.3.157 fatcat:3j7cm3fqirbzjfozaeuidssp4i