IS428 AY2019-20T2 Assign LU ZHIMAO

Data Preparation

Every two years, SMU Libraries conducts a comprehensive survey in which faculty, students and staff have the opportunity to rate various aspects of our services. The survey provides SMU Libraries with input to help enhance existing services and to anticipate emerging needs of SMU faculty, students and staff.

In 2018, the library survey was conducted in February.

Selection of Graphs used in Data Visualization

Graph Type	Reasoning	Picture
Likert Scale	They are one of the most reliable ways to measure opinions, perceptions and Behaviours. It is used to an analysis survey question that uses a 5 or 7-point scale, in our Survey Data it uses 7-point scale and it referred to as a satisfaction scale, that ranges from Low (represented by 1) to High 7 (represented by 7).	Example of Likert Scale Chart Source:https://www.researchgate.net/profile/Ron_Fricker/publication/305215522/figure/fig13/AS:383031459237890@1468333224542/An-example-of-a-diverging-stacked-bar-chart-for-a-five-point-Likert-scale-question-This.png
KPI Performance Chart	The KPI chart is used to, at a quick glance, give information about the current performance of the library. KPIs can be used to track the performance of the library against importance. They can provide a management tool for gaining insight and decision making. For our library survey data analysis is to identify the gaps between the importance and performance and in this case, both indicators are set by the survey responders. By looking at the gap we are able to identify if the library services currently under user's expectation or achieved user's expectation.	Example of KPI Performance Chart Source:https://lh3.googleusercontent.com/-c8CKjPabp1g/V3FJWKo3KLI/AAAAAAAAyog/B8nHUvLW8tA/Screen-Shot-2016-06-27-at-4.31.26-pm.png?imgmax=9999
Vertical Bar Chart	Use vertical column charts to display ordinal variables. For Net Promoter Score, it arranges ordinal categories from left to right so readers can view the sequence accordingly.	Example of Vertical Bar Chart Source:https://images.ctfassets.net/freurdme1ae3/xQwhSQHldq9sM3FuEuXLC/04a4b44eb7c87b6589e99c54acdd6e31/uploadssites1net-promoter-score-summary.jpg?fm=jpg&w=1480&q=70
Horizontal Bar Chart	Use horizontal bar charts to display nominal variables like Question ID. It allows arranging Question ID in a list from top to bottom and in a horizontal manner.	Example of Horizontal Bar Chart Source:https://peltiertech.com/images/2010-12/TextLabel2007Bar08.png
Population Pyramid Chart	For Population Pyramid chart, breaks down SMU population into positions such as Undergraduate, Postgraduate, Staff and Faculty. For this assignment, you'll find the left side of the pyramid graphing the LKS population and the right side of the pyramid displaying the KGC population.	Example of Pyramid Chart Source:https://www.infragistics.com/community/resized-image/__size/1040x924/__key/communityserver-blogs-components-weblogfiles/00-00-00-09-43/2018_2D00_05_2D00_16_5F00_12_2D00_09_2D00_33.png

Survey DashBoard Overview Information

DashBoard Summary

Picture Number	Description & Analysis
1	It is clear that majority of the law students use Kwa Geok Choo Library (KGC) more often than Li Ka Shing (LKS) while Li Ka Shing library host more students from the Business School. We can see that the majority of the school population opt for Li Ka Shing library over Kwa Geok Choo library. This is probably due to the fact that LKS is located in the middle of the school compound and right next to campus green, making it more accessible for students as compared to KGC which is located at the far end of school with no sheltered walkway. LKS should allocate more books catered for the rest of the students while KGC can focus more law books which may come in handy. By allocating their services, can improve reputation.
2	Using a Likert Scale to represent the Net Promoters Score where Blue represents ratings 9 and 10 (Promoters) Grey represents ratings 7 and 8 (Passive) Orange represents ratings 6 and below (Detractors) We can see that Faculty has the greatest number of promotors with Postgraduates following behind while Staff and Undergraduate student has the least promotors when it comes to recommending library services to other students. Since undergraduate students comprise of the majority usage of LKS and being the ones who use it daily, LKS should focus on improving their services. In SMU majority of the population are come from undergraduate students, if the library wants to increase the Net Promoter Score they should pay more attention to undergraduate students.
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Gap Analysis Explanation

Summary

• The highlight table shows the percentage breakdown of rating for both importance and performance for each group – Undergraduate, Postgraduate, Staff and Faculty.
• Conducting a gap analysis where we take the Performance minus the Importance to find the gap between the importance of the question to them and compare it to how the library performs.
• Since Importance is defined as how important it is to that individual and performance is defined as how well the library is performing in that area.
• We will take the difference between these two, to measure how well the library is performing when compared to the level of importance held to them.
• If the gap analysis turns out positive, it means that performance has exceeded importance. If it turns out negative, it means that performance has not met the same ranking as importance. And this is one key aspect the library should look at when improving their services.
• I will be picking out 1 major change in each group for each category – Undergraduate, Postgraduate, Staff and Faculty and the rest can be viewed on Tableau Public.

Undergraduate Student

Gap Analysis

Picture Number	Description & Analysis
1	Category: Communication Under this category, question 2 has been identified to have the biggest gap identified. For ranking 7 the importance is held at 31.49% while performance is only up to 20.84%, which shows a gap of -10.65%. This gap is significantly larger than the other 2 questions in the same category. Since the question is asking about if the library website provides useful information and base on the answers answered by undergraduates, we can clearly infer that library does not provide enough information. In order to improve this segment, the library should look into the information provided on the library website and adjust according to suit student needs.
2	Category: Service Delivery For Question 11, through the gap analysis, we can see that the library is underperforming in 3 rankings, where performance did not hit the importance level. Out of the 3 rankings that are underperforming, the library ranked especially low under the category 7. Importance for this question is rated quite high up the scale, at close to 40% and yet the library is only performing up to less than 23%. Since the question is asking if the items I'm looking for on the library shelves are usually there and based on the answers we can understand that the library does not provide enough books for students. Or misplacing of the items may lead to current issue too.
3	Facilities and Equipment Question 14, through the gap analysis where performance is below importance by 53.49%. This shows that the library is not providing sufficient studying areas for undergraduates to study in since the performance for it is rated way below the importance level.
4	Information Resource For question 22, we can see that 39.40% rated a high for importance and 27.65% rated a high for performance. Through this gap analysis, we can see that the library is underperforming by -11.75% when comparing it against the importance ranking. The question is asking if the course-specific resources meet my learning needs since it shows a negative gap which means the library unable to provide enough course resources for the undergraduate which may affect the learning experience for undergraduate. Therefore, it definitely is one of the key important areas that the library should look into.

Postgraduate Student

Gap Analysis

Picture Number	Description & Analysis
1	Category: Communication For question 2 based on the Likert scale, it is shown that 40% rated high in terms of importance and only 27% were satisfied with the services provided by the library. Hence, the library is underperforming where they did not provide much useful insights for the Postgraduates in the library website. Again, the library could look into conducting an external survey to further dive into the specific needs required for the Postgraduates.
2	Category: Service Delivery For question 6, it can be seen that the majority chose this service to be of the highest importance holding a percentage at 57.78% whereas performance held a weightage of 39.05%. Using the gap analysis, it has shown that there is a stark difference of -18.73%, the biggest percentage difference out of all the questions in that category. Hence, in terms of the service delivery category, the library should look into it.
3	Facilities and Equipment For question 14 based on the Likert scale, we can see that majority of the Postgraduates labelled this of high importance at (7) but yet it is tremendously underperformed. The most alarming gap value at 29.34% out of all the questions in this section. In addition, for undergraduate also rank question 14 tremendously underperformed. Since both undergraduate and postgraduate are having the same expectation on this question. Hence, in this section, the library should look into improving this first before moving on to solving other problems under this section.
4	Information Resource In terms of Information resources, it seems that the majority of the needs for rank 7 are not met under this category. This is from the gap analysis identified where those that were ranked as the most importance, appeared to have faced a huge gap when it came to the library performance of that particular service. The largest gap coming from question 21 at -19.20% where it means online resources are not useful for postgraduate studies. The library should come out with an additional survey for these Postgraduates to feel the ground for the needs of these Postgraduates.

Faculty

Gap Analysis

Picture Number	Description & Analysis
1	Category: Communication The gap analysis shows an alarming figure of -24.59% where Faculty members wishes to find useful information from the library website but are unable to.
2	Category: Service Delivery For question 11, it can be seen that there is a gap of -20.41% between performance and importance. Largely due to the fact that the Faculty members are unable to find the suitable books on the library book shelves which led to a low rating in terms of library service.
3	Facilities and Equipment Out of all the questions, it is showed that question 16 has the biggest gap value of -17.65% where the question asked if “a computer is available when I need one”. There can be 2 conclusions from this. First, would be that the number of computers loaned out per day has hit the maximum. Second, would be the Faculty professors are not aware of this service (loaning of computers), hence they indicated a low performance in this area.
4	Information Resource Question 21 is the one with the largest gap, with a difference of -45.28%. Faculty professors would require a larger base of a database in order to facilitate their research for class materials or external research. However, it is stated in the survey that the library is not performing up to par where there might be insufficient resources provided or lesser variety for them.

Staff

Gap Analysis

Picture Number	Description & Analysis
1	Category: Communication The gap analysis has shown that there is a -9.92% difference for Question 2. Staff has indicated that the SMU library website does not provide useful information to their benefit. Again, it is up to the library to decide if this is an area they should focus on because the large population that uses the library the most is the undergraduate students. Hence it would be wiser to be focusing on the needs of undergraduates than the staff.
2	Category: Service Delivery There is a -20% gap identified for Question 11 where the questions ask if “the items I am looking for on the library shelves are usually there”. This problem is similar to the problem identified under Faculty where the same issue arises and it was also one the highest gap difference identified. Hence, the library can look into grouping these two positions together and come up with a survey question that would cater more to their needs rather than a generic question for the entire SMU population.
3	Facilities and Equipment The highest weightage in terms of the gap between performance and importance would be Question 14 of -9.78% where the question states that “I can find a quiet place in the library to study when I need to”. It is likely that the staffs are unable to find a place to do their work because most of the spaces are taken up by the undergraduates. Hence, the library should look into this where there is an equal chance for staffs to utilize the facilities provided by the libraries apart from just the undergraduates.
4	Information Resource Out of all the questions, Question 20 had the highest weightage in terms of gap difference between performance and importance of -17.17%. Importance is at 26% while performance is at 9%. There is almost triple the number in underperforming when we are comparing the numbers. This is critical and it is something that the library should look into where information resources located in the library did not meet the needs of the staff.