Deciphering Customer Perceptions of Academic Library Features

Kathy Ball, Brian Detlor

Abstract


This paper describes a qualitative analysis of comments made by respondents of a LibQUAL+ survey administered at McMaster University Library by a research team comprising a librarian and a faculty member. The qualitative analysis sheds light on quantitative findings from the survey about customer perceptions of academic library features.

Cet article drit lanalyse qualitative de commentaires formul par les rondants d'un sondage LibQUAL + administrla Bibliothue de l'UniversitMcMaster par une uipe de recherche comprenant un bibliothaire et un membre du corps professoral. L'analyse qualitative laire les rultats quantitatifs de l'enque sur la perception par les utilisateurs des particularit des bibliothues universitaires.


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