Getting More Value from the LibQUAL+® Survey: The Merits of Qualitative Analysis and Importance-Satisfaction Matrices in Assessing Library Patron Comments

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...

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Bibliographic Details
Published inCollege & research libraries Vol. 76; no. 6; pp. 796 - 810
Main Authors Detlor, Brian, Ball, Kathryn
Format Journal Article
LanguageEnglish
Published Association of College and Research Libraries 01.09.2015
Subjects
Academic Libraries
College Faculty
Content Analysis
Foreign Countries
Graduate Students
Library Services
Ontario
Qualitative Research
Statistical Analysis
Surveys
Undergraduate Students
User Satisfaction (Information)
Users (Information)
Canada
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Summary: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.
ISSN:0010-0870
2150-6701
DOI:10.5860/crl.76.6.796