IS428 AY2019-20T2 Assign KANG HUI YUN
Contents
Overview
Background
In the interests of faculty, students and staff of Singapore Management University (SMU), an all-encompassing survey is conducted by SMU Libraries every 2 years to learn about their perception of the libraries (namely Li Ka Shing Library and Kwa Geok Choo Law Library), with particular focus on the importance and satisfaction level of different library-related services. This piece of information serves as a valuable input for the department to calibrate the standards of the facilities by identifying areas where users are underserved and those that exceed expectations but are relatively less important.
Objective & Tasks
After closure of the survey, a Library Survey Report is generated for consumption. However, this traditional method of analysis comprising huge number of tables and ineffective charts can be frustrating and difficult for users to grasp. Hence, the objective here is to make use of existing tools and technologies to develop an interactive visualisation of the survey data (Feb 2018), such that it is intuitive, easy to comprehend and telling at the same time. By cutting down on the report's "verbosity", the people in charge can save time deciphering trends and underlying patterns of the data with high degree of conciseness and accuracy.
The primary task is to reveal the level of services provided by the 2 SMU libraries as perceived by the following four groups: the undergraduates, postgraduates, faculty and staff. This mainly includes the concept of the Importance-Performance (or Importance-Satisfaction) rating as well as the Net Promoter Score (NPS).
Survey Data
About the Data
The data for the 2018 Library Survey Report consists of:
- 2639 records (rows)
- 89 variables (columns), which includes
- A new column for ResponseID (unique to each surveyor)
- All other 88 columns related to the survey questions
The survey is predominantly made up of importance and performance rating (26 such questions, represented by 78 variables in the dataset). Prior to these questions, there are 4 basic background and demographic questions that are all non-quantitative. Also, there are 3 questions on the frequency (of visits and access), 2 ratings on satisfaction and likelihood of recommendation, and finally one textual input for comments and suggestions.
