Analysis 1: Graduates made up the second majority of the survey respondents
Upon hovering on the selected bar chart:
| Key Findings
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- The graduates made up the second majority of the survey respondents with Masters being the highest, followed by Doctoral.
- Upon hovering on the highlight bar charts, we can see that for the Graduate study area, most of the Masters students are from Business at 56.65% followed by Information Systems at 21.03%.
- Upon hovering on the highlight bar charts, we can see that for the Graduate study area, most of the Doctoral are from Business and Economics at 30.43% followed by Information Systems at 23.91%.
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Analysis 2: Li Ka Shing is the more preferred library overall
Upon hovering on the selected bar chart:
| Key Findings
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- Li Ka Shing Library is the more preferred library over Kwa Geok Choo Library.
- The number of Graduate prefer over Kwa Geok Choo Library can be counted manually due to its extremely low number at 24.
- Graduates from Law has the highest number of records for preferring Kwa Geok Choo Library over Li Ka Shing Library. This could be due to convenience based on distance. Kwa Geok Choo Library is nearer to SMU School of Law.
- Graduates from Business has the highest number of records for preferring Li Ka Shing Library over Kwa Geok Choo Library. This could be due to convenience based on distance. Li Ka Shing Library is nearer to SMU School of Business.
- There is minimal difference in the overall satisfaction rate for Li Ka Shing Library and Kwa Geok Choo Library. This applies to Graduates from all study areas.
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Analysis 3: SMU Libraries resources and services are mostly utilised on a weekly basis
| Key Findings
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- Graduates use the SMU Libraries resources mostly on a weekly basis.
- Graduates visit the campus mostly on a daily basis.
- Graduates visit the SMU Libraries mostly on a daily to weekly basis.
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Analysis 4: The top 3 important services are – Wifi, quiet place in the library and printing, scanning & photocopying services
Importance Overall
| Key Findings
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- By looking at which bar is more skewed towards the right, the perceived top 3 important services provided by SMU Libraries for the undergraduates are:
- Wifi access
- Quiet place in the library
- Printing, scanning & photocopying services
- In terms of services by category, we can see that facilities & equipment is of highest importance.
- By looking at which bar is more skewed towards the left, the perceived last 3 important services provided by SMU Libraries for the undergraduates are:
- Computer availability
- Library workshop, class & tutorials
- Informed about the library services
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Performance Overall
| Key Findings
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- By looking at which bar is more skewed towards the right, the perceived top 3 performance services provided by SMU Libraries for the undergraduates are:
- Wifi access
- Help from library staff
- Library staff provides accurate answer
- By looking at which bar is more skewed towards the left, the perceived last 3 performance services provided by SMU Libraries for the undergraduates are:
- Finding a place in the library
- Quiet place in the library
- Ease of mobile device usage
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Comparing top perceived important category with perceived performance
Facilities & Equipment:
| Key Findings
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- Important services with underperformed performances
- Finding a place in the library
- Quiet place in the library
- Laptop facilities
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Comparing top perceived important services with perceived performance
| Key Findings
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- All top 3 rated as importance services are perceived as underperformed.
- The highest discrepancy is attributed to finding a quiet space in the library 66.2% (performance) vs 95.5% (importance) rated more than neutral. The difference is 29.3%.
- The second service with the highest discrepancy is attributed to printing, scanning & photocopying services 82% (performance) vs 95.2% (importance) rated more than neutral. The difference is 13.2%.
- The service with the lowed discrepancy is attributed to wifi access 95% (performance) vs 97% (importance) rated more than neutral. The difference is 2%.
The figures are derived upon hovering over the selected bars. The calculation is done by summing up all the percentage for above neutral for importance and performance and then finding the difference between the 2 figures.
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Analysis 5: There is a linear relation between the overall satisfaction and likelihood to recommend the SMU Libraries’ services to another student
| Key Findings
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- There is a linear relation between the overall satisfaction and likelihood to recommend the SMU Libraries’ services to another student.
- The likelihood (high and above) for the undergraduate to recommend the SMU Libraries services to another student must score an overall satisfaction score (measured by darkness of the colour) of about 7.
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Analysis 6: The top 3 mentioned words are: Seat (341 records), Study (303 records), Student (230 records)
Positive
| Key Findings
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- The top 3 mentioned words are:
- Seat (285 records)
- Study (262 records)
- Student (197 records)
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Neutral
| Key Findings
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- The top 3 mentioned words are:
- Seat (38 records)
- Student (32 records)
- Study (19 records)
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Negative
| Key Findings
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- The top 3 mentioned words are:
- Seat (18 records)
- Student (14 records)
- Study (9 records)
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Overall
| Key Findings
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- The top 3 mentioned words are:
- Seat (341 records)
- Study (303 records)
- Student (230 records)
- It can be seen that for all 3 filtering of comments (positive, neutral, negative), all the words are overlapped. One way to resolve these issues is to look at the word frequency by hovering over the words. The user should also double check with the actual comments for higher accuracy.
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Recommendations
| Recommendations
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- Conduct another study with the undergraduates which are the key target market of SMU Libraries for future initiatives. The study method should be prepared for a high number of participants.
- If needed, prioritise more effort in maintaining the libraries’ physical facilities over online resources as there is a higher traffic for offline libraries’ visits.
- Distance plays a part to attract the undergraduates. So, if there are any future SMU Libraries initiatives event, it should be held at the centre of the campus. Ideally it can be held at school of accountancy.
- Facilities & Equipment are rated the highest for importance. Therefore, SMU Libraries should continue prioritise improvement in this area for the undergraduates. This is critical as undergraduates are SMU Libraries highest users.
- SMU Libraries should focus it effort in improving the performance for providing a quiet environment. This can be achieved with integrating technology like IOT to detect the noise level and have more staff patrolling to the area with high noise level.
- SMU Libraries should focus it effort in improving the performance for printing, scanning & photocopying services. This can be achieved with facilities upgrades.
- With the word cloud, conduct another survey more specified to the words mentioned to improve the future SMU Libraries satisfaction rate.
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