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Vol.30 No.3
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A Review and Application of Library User Comments Data Analysis Tool: Focused on the LibQUAL+ Survey Comments

Journal of the Korean Society for Information Management / Journal of the Korean Society for Information Management, (P)1013-0799; (E)2586-2073
2013, v.30 no.3, pp.157-181
https://doi.org/10.3743/KOSIM.2013.30.3.157


& (2013). A Review and Application of Library User Comments Data Analysis Tool: Focused on the LibQUAL+ Survey Comments. Journal of the Korean Society for Information Management, 30(3), 157-181, https://doi.org/10.3743/KOSIM.2013.30.3.157
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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
라이브퀄, 이용자 코멘트, 질적 데이터, 질적 자료 분석 소프트웨어, 분류표, 도서관 평가, LibQUAL+, user comments, qualitative data, qualitative data analysis software, taxonomy, library evaluation

Reference

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