IS428 AY2019-20T2 Assign RYAN WONG POH FAI

Overview

The overall objective of this assignment is to use a visual analytics approach to reveal the level of services provided by SMU libraries as perceived by:

Undergraduate students
Postgraduate students
Faculty
Staff

By providing more insights for SMU Library through visual analytics, they would be able to pinpoint areas where they would need to improve their services.

Data Preparation

For Data Preparation, I referred to the following video for guidance.

Data Cleaning and Transformation

Screenshots	Steps
	1. Pivot I01-I26, P01-P27
	2. Rename Pivot Field Names and Pivot Field Values to "QuestionID" and "Score" respectively
	3. Drag Legend and Inner Join with SMU tab (QuestionID = Code)
	4. Rename Item Column to QuestionText
	5. Hide Columns: Code, Free text, 0-10, F15-F18
	6. In a new Sheet, Duplicate Position under Measures > Rename it as Position (Category)
	7. Create Aliases for Position
	8. Rename Aliases for Position
	9. Duplicate Library under Measures > Rename it as Library (Category)
	10. Create Aliases for Library
	11. Rename Aliases according to the screenshot
	12. Under Measures, duplicate Score and convert it to a dimension 13. Then, rename the Score dimension to "Score (Category)"

Comments on Survey

One issue with the Library Survey is that it does not assign a description to each score. The Survey only gave a description of Low for a score of 1, and a description of High for a score of 7. The Survey should improve on this by providing descriptions for each score. An example given:

Score	Description
1	Not important at all / Not satisfied at all
2	Not important / Not satisfied
3	Slightly not important / Slightly unsatisfied
4	Neutral
5	Slightly important / Slightly satisfied
6	Important / Satisfied
7	Extremely Important / Extremely satisfied

By providing descriptions, survey respondents will have a better idea of what each score represents. Therefore, for the purposes of analysing this survey, I will assume that the scores follow the table above.

Analysis and Insights

Dashboard Link

Dashboard can be downloaded from here: Tableau Public

Undergraduates

Importance

For undergraduates, these are the 5 Most Important Library services:

Q18 - I can get wireless access in the Library when I need to
Q14 - I can find a quiet place in the Library to study when I need to
Q19 - Printing, scanning and photocopying facilities in the Library meet my needs
Q17 - Laptop facilities (e.g. desks, power) in the Library meet my needs
Q06 - Opening hours meet my needs

Performance

The 5 Worst Performing Services for Undergraduates are:

P15 - I can find a place in the Library to work in a group when I need to
P26 - I find it easy to use mobile devices (e.g. tablets and phones) to access online resources
P14 - I can find a quiet place in the Library to study when I need to
P16 - A computer is available when I need one
P01 - I am informed about the Library services

As for the 5 Best Performing services:

P12 - Library staff provide accurate answers to my enquiries
P21 - Online resources (e.g. online articles, databases, ebooks) are useful for my studies and help me with my learning and research needs
P08 - Self Service (e.g. self-check loans, requests, renewals, holds) meets my needs
P13 - I can get help from library staff when I need it
P18 - I can get wireless access in the Library when I need to

Biggest gaps between Importance and Performance

I have ranked the areas in order of the largest average score gap between Importance and Performance.

Q14 - I can find a quiet place in the Library to study when I need to (Gap: 1.59)
Q15 - Finding a place in the Library to work in a group when needed (Gap: 1.41)
Q19 - Printing, scanning and photocopying facilities in the Library meet my needs (Gap: 0.83)
Q26 - I find it easy to use mobile devices (e.g. tablets and phones) to access online resources (Gap: 0.66)
Q06 - Opening hours meet my needs (Gap: 0.5)

Based on the areas identified above, it shows that SMU Library should first prioritise improving the amount of spaces needed for students to study and work in a group. There was also a huge gap in the printing, scanning and photocopying facilities of SMU Library, hence SMU library should look towards finding more ways to increase the amount of printers.

Undergraduates also experience a gap in using mobile devices to access online resources at SMU Library. Hence, SMU Library should focus on improving mobile access to their online resources.

As for opening hours, undergraduates still feel a lack in the current operating hours of SMU Library.

Comparison between LKS and KGC Library as a Study/Work Space

From the survey, Undergraduates who use Kwa Geok Choo Library more often tend to find it better in providing a space for students to study or work in a group. Kwa Geok Choo Library actually scored better when comparing both averages. However, both scores are still relatively weak and would still need to be improved on.

Net Promoter Score

The total NPS for Undergraduates is 28.28. Note that for this visualization, the NPS Score calculated field within the tooltip is taken across all Undergraduates. This shows that overall, Undergraduates are pleased with SMU Library and are likely to recommend the Library to others.

After comparing the NPS between the different years of Undergraduates, Year 2 students scored the lowest in terms of NPS at 18.81. One likely cause of the year 2’s NPS could be the incident where Kwa Geok Choo Library was flooded and they had a bad first-time experience with SMU Library. This shows that the Library should have focused on the Year 2 Undergraduates during 2018 to find out what caused the huge difference in NPS.