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| − | ===Postgraduate===
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| − | ! style="font-weight: bold;background: #3b3b3b;color:#fbfcfd;width: 5%;" | S/N
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| − | ! style="font-weight: bold;background: #3b3b3b;color:#fbfcfd;width: 48%;" | screen shotw
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| − | ! style="font-weight: bold;background: #3b3b3b;color:#fbfcfd;" | Insights
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| − | | <center>'''1'''</center>
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| − | [[File:Slide11.jpg|600px|frameless|center]]
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| − | ||'''Library Performance vs Importance'''<br>
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| − | *249 respondents from postgraduate group. Library performance in all segments are consistent with 29% -41% in highly satisfied, which still lack behind postgraduate overall thoughts of being highly important. The biggest gap belongs to facilities & equipment segment of 18%, while closest is 2% in service delivery segment.
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| − | | <center>'''2'''</center>
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| − | [[File:Slide22.jpg|600px|frameless|center]]
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| − | *18 postgraduates from accountancy study area has slightly better performance in their highly satisfied compare to highly importance in service delivery segment.
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| − | | <center>'''3'''</center>
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| − | ||[[File:Slide13.jpg|600px|frameless|center]]
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| − | *Similarly, 135 postgraduates from business study area have slightly better performance in their highly satisfied compare to highly importance in service delivery segment.
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| − | | <center>'''4'''</center>
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| − | [[File:Slide14.jpg|600px|frameless|center]]
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| − | *Moreover, 43 postgraduates that visit the library on a monthly basis have the best performance in their highly satisfied compare to highly importance in service delivery segment.
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| − | | <center>'''5'''</center>
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| − | [[File:Slide15.jpg|600px|frameless|center]]
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| − | *Lastly 6 out of 8 postgraduates that never use library resources have the highest highly satisfied compare to highly important in service delivery segment. Hence, the postgraduates from this and previous 3 filters contribute to a significant success to the questions answered in service delivery.
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| − | | <center>'''6'''</center>
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| − | [[File:Slide16.jpg|600px|frameless|center]]
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| − | ||'''Survey Qns Performance'''<br>
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| − | *In information resource segments, ‘Quiet place availability’ and ‘group work area availability’ have 37, 29 respondents respectively that are dissatisfied on the library performances in these areas, contributing to 10-16% of the total postgraduates’ opinions. Staff helpfulness and reliability in facilities & equipment segment and wireless access availability and laptop facilities in information resource segment had more than 100 respondents rated for highly satisfied. In general, the rest of the components were at a consistent level of between 50 – 100 highly satisfied and 5 – 16 dissatisfied votes from postgraduate.
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| − | | <center>'''7'''</center>
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| − | [[File:Slide17.jpg|600px|frameless|center]]
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| − | *16 out of 23 postgraduate that taken the survey were from KGC Law library. Thus, 7 out of 16 law postgraduates have rated dissatisfaction with the ‘printing, scanning, photocopying facilities’ of KGC Law Library. This see a need for improvement in the facilities as 30% of the postgraduate utilising KGC Law library have express dissatisfaction in it.
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| − | | <center>'''8'''</center>
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| − | [[File:Slide18.jpg|600px|frameless|center]]
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| − | *53 Postgraduate from information system study area, see the least dissatisfaction in all segments, especially in communication and service delivery segments. Moreover, the highest dissatisfaction was ‘Computer availability’ from information resource segment. Hence, SMU library can reserve or install more computers specifically for the postgraduate from information system.
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| − | | <center>'''9'''</center>
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| − | [[File:Slide19.jpg|600px|frameless|center]]
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| − | ||'''Satisfaction'''<Br>
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| − | *In general, the postgraduates were satisfied with SMU library, with very satisfied taking majority of postgraduate opinions. Moreover, there were no dissatisfaction in postgraduate from accountancy, economics, information systems, social sciences, which contribute to about 40% of the total respondents. In fact, respondents that were dissatisfied with SMU library only contribute to 4 records.
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| − | | <center>'''10'''</center>
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| − | [[File:Slide20.jpg|600px|frameless|center]]
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| − | ||'''Advocacy'''<br>
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| − | *The net promoter scores show that the library is doing quite well for the postgraduates with score between 44 – 57 except for respondents from law study area with a score of 6. Hence, there room for improve is still needed for postgraduate from law that visit GCK law library with 18 records. Furthermore, social sciences have no respondents from detractor but that only contribute from 2 records.
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| − | ===Faculty===
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| − | {| class="wikitable"
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| − | ! style="font-weight: bold;background: #3b3b3b;color:#fbfcfd;width: 5%;" | S/N
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| − | ! style="font-weight: bold;background: #3b3b3b;color:#fbfcfd;width: 48%;" | screen shot
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| − | ! style="font-weight: bold;background: #3b3b3b;color:#fbfcfd;" | Insight and Significance
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| − | | <center>'''1'''</center>
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| − | [[File:Slide31.jpg|600px|frameless|center]]
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| − | ||'''Library Performance vs Importance'''<br>
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| − | *57 respondents from faculty. Faculty were satisfied with library performance with majority in highly satisfied ratings of 30-50% in all the segments. Also, 8-13% neutral, 13 – 20% satisfied, 27 – 40% very satisfied and 2-5% in dissatisfied. Comparing with importance, SMU library has done well serving faculty in facilities & equipment and service delivery with 18% and 10% gap respectively between highly satisfied and highly important.
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| − | | <center>'''2'''</center>
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| − | [[File:Slide42.jpg|600px|frameless|center]]
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| − | *Faculty from business shows the only lowest highly satisfied ratings as compare to highly important ratings. Hence, only this section was not aligned with the rest of the faculty members, thus having bigger portion of dissatisfied and neutral ratings.
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| − | | <center>'''3'''</center>
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| − | [[File:Slide33.jpg|600px|frameless|center]]
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| − | *5 faculty from law that visit KGC Law Library had given a 100% highly satisfied ratings but no input were given to its important ratings. Hence, detailing that facilities & equipment segment might not be a important concern for the 5 faculty from law, thus insignificant of having 100% highly satisfied ratings.
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| − | | <center>'''4'''</center>
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| − | [[File:Slide44.jpg|600px|frameless|center]]
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| − | *23 Faculty that visits the library in a quarterly basis have rated 35% ratings for facilities & equipment. However, only as little as 8% agree as highly important. Hence, detailing that facilities & equipment segment might not be a important concern for the 23 faculty, thus insignificant of having a high highly satisfied ratings.
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| − | | <center>'''5'''</center>
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| − | ||[[File:Slide45.jpg|600px|frameless|center]]
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| − | *9 faculty that visit the library on a weekly basis have more align on highly satisfied ratings and important. Hence, this category of faculty were the one that’s is of valuable.
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| − | | <center>'''6'''</center>
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| − | ||[[File:Slide36.jpg|600px|frameless|center]]
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| − | || <center>'''Survey Qns Performance'''<center>
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| − | *Dissatisfaction were indicated mostly in ‘clear signage in library’ – communication, ‘item availability’ – facilities & equipment, ‘ quiet place availability’ , ‘group work area availability’, ‘computer availability’ –information resource, ‘search engine enable respondent to find resource fast’ – service delivery of the segments. The outperforming areas were ‘respondent informed about library services’ – communication, ‘wireless access availability’ – information resource, ‘staff helpfulness’, ‘staff reliability’ – facilities & equipment and ‘resources & service reachability outside campus’ – service delivery of the segments.
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| − | | <center>'''7'''</center>
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| − | ||[[File:Slide37.jpg|600px|frameless|center]]
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| − | ||'''Satisfaction'''<br>
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| − | *There were no dissatisfaction indicated by the faculty. Most were in very satisfied ratings except for faculty in business and social sciences with 50% and 43 % highly satisfied ratings. There is a outlier in business faculty where a neutral portion of 12% can be seen. Lastly, law faculty have all voted for very satisfied ratings.
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| − | | <center>'''8'''</center>
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| − | [[File:Slide38.jpg|600px|frameless|center]]
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| − | ||'''Advocacy'''
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| − | *The faculty from information systems have a NPS score of 100, a rare sight in the entire groups of the survey. Hence, faculty from information systems and social sciences are the best advocates for SMU library with 100 and 71 NPS respectively. Meanwhile faculty from the rest of the study areas are in good advocates scoring with accountancy being the lowest and furthest score of 36 from the rest.
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| − | ===Staff===
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| − | {| class="wikitable"
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| − | ! style="font-weight: bold;background: #3b3b3b;color:#fbfcfd;width: 5%;" | S/N
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| − | ! style="font-weight: bold;background: #3b3b3b;color:#fbfcfd;width: 48%;" | screen shot
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| − | ! style="font-weight: bold;background: #3b3b3b;color:#fbfcfd;" | Insight and Significance
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| − | | <center>'''1'''</center>
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| − | [[File:Slide21.jpg|600px|frameless|center]]
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| − | ||'''Library Performance vs importance'''
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| − | *65 respondents from staff. SMU library perform fairly well for all areas with 7%-14% neutral, 25-35% satisfied, 29% - 36% very satisfied, and 19% - 24% highly satisfied. Dissatisfaction contribute to about 5-8% of each areas in the divergent chart. The gap between highly satisfied and highly important have highest of 6% in information resource area. Whereas, it was the same for communication area, and highly satisfied in facilities & equipment and service delivery areas had exceeded highly important by 2-5%. Therefore, SMU library should maintain its service level in the areas and seek improvement in information resource area for the staff.
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| − | | <center>'''2'''</center>
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| − | [[File:Slide32.jpg|600px|frameless|center]]
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| − | *15 staffs from business study area that uses library resources in a monthly or weekly basis contributed to the most in disparity between highly satisfied and highly important. Monthly and weekly basis can consider quite frequent. Therefore library could improve their resources in information resource that are used by business staffs frequently.
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| − | | <center>'''3'''</center>
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| − | [[File:Slide23.jpg|600px|frameless|center]]
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| − | ||'''Survey Qns Performance'''
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| − | *Information resource –’computer availability’, service delivery – ‘library search engine enable respondent to find resources quick’ , facilities & equipment – ‘opening hours and anticipation of respondent learning & research needs’ have the highest dissatisfaction in their segments respectively. For communication segments, the dissatisfaction were equally distributed of 3 respondents in dissatisfaction. Also, more than 30% of the staffs were highly satisfied in ‘opening hours’, F2F enquiry service’ in facilities & equipment segment and ‘wireless access availability in information resource segment. The rest of the questions have a consistent of 7 – 15 highly satisfied voted.
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| − | | <center>'''4'''</center>
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| − | [[File:Slide34.jpg|600px|frameless|center]]
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| − | *Out of 5 Staffs in accountancy study area, only 1 respondents indicated dissatisfaction from ‘online enquiry services’ in facilities & equipment segment.
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| − | | <center>'''5'''</center>
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| − | [[File:Slide25.jpg|600px|frameless|center]]
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| − | *Staffs with the most records of 26 in information systems has generally low dissatisfaction, especially in facilities & equipment.
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| − | | <center>'''6'''</center>
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| − | [[File:Slide26.jpg|600px|frameless|center]]
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| − | *Staffs in social sciences shows that there were no dissatisfaction from facilities & equipment and information resources segments.
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| − | | <center>'''7'''</center>
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| − | [[File:Slide27.jpg|600px|frameless|center]]
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| − | *Meanwhile, we can see that staffs in business which has the second highest record in staff survey, contributed the most dissatisfaction indicated in facilities & equipment and information resource. Therefore, SMU library can look into how to enhance service level for staffs in business.
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| − | | <center>'''8'''</center>
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| − | [[File:Slide28.jpg|600px|frameless|center]]
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| − | ||'''Satisfaction'''
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| − | *Staffs in accountancy and law study areas only had satisfaction ratings but no highly satisfied were indicated. Moreover, there were no dissatisfied and neutral ratings.Similarly, staffs in economics study area have only very satisfied rating with one of the staff giving neutral rating.
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| − | Staffs in information systems and business study areas contain the highest number of respondents with information systems area having majority satisfied rating of 50% and business area having majority very satisfied rating of 68%. Lastly, staffs in social sciences is the one with the highest highly satisfied rating. Hence, SMU library had done exceptionally well in term of service level for staffs in social sciences.
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| − | In conclusion, SMU library had done well in terms of staffs satisfaction but could still do better as the percentage of highly satisfied were very low.
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| − | | <center>'''9'''</center>
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| − | [[File:Slide29.jpg|600px|frameless|center]]
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| − | ||'''Advocacy'''
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| − | *Staffs in social sciences study area is the top advocate for SMU library with NPS of 67. Whereas staffs in business, accountancy and information systems study areas can do better. A little concern will be staffs in economics and law study areas as they have NPS of 0. However the records for staffs were very low with 4 from economics and 2 from law compare to business and information systems with 19 and 26 records. Hence, this may not be a constructive feedback of advocacy, as 4 and 2 record is hard to represent the corhort of staffs in economics and law.
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| | ==Reference== | | ==Reference== |
