Analysis 1: Staff made up the 2nd last minority of the survey respondents
Upon hovering on the selected bar chart:
| Key Findings
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- The staffs made up the 2nd last minority of the survey respondents with other administration position being the highest, followed by researcher.
- Upon hovering on the highlight bar charts, we can see that for the staffs’ study area, for other administration position, the study area is dominated at others followed by Business and then Information Systems at 60.36%, 16.22% and 11.71% respectively.
- For researcher, we have more people in Information Systems, Social Sciences and then Business at 50%, 16.67% and 12.5% respectively.
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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 staffs prefer over Kwa Geok Choo Library can be counted manually due to its extremely low number at 6.
- Staffs from study area – Others, have the highest number of records for preferring Li Ka Shing Library over Kwa Geok Choo Library.
- There is minimal difference in the overall satisfaction rate for Li Ka Shing Library and Kwa Geok Choo Library. This applies to staffs from all study areas.
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Analysis 3: Staff visits to the library and SMU Libraries resources are mostly utilised on a weekly to quarterly basis
| Key Findings
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- Staffs use the SMU Libraries resources mostly on a weekly to quarterly basis.
- Staffs visit the campus mostly on a daily basis.
- Staffs visit the SMU Libraries mostly on a weekly to quarterly basis.
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Analysis 4: The top 3 important services are – Help from library staff, library staff provides accurate answers and wifi access
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 staffs are:
- Help from library staff
- Library staff provides accurate answers
- Wifi access
- By looking at which bar is more skewed towards the left, the perceived last 3 important services provided by SMU Libraries for the staffs are:
- Computer availability
- Library workshops, classes and tutorials
- Library anticipates my learning and resource needs
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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 staffs are:
- Wifi access
- Help from library staff
- Self service
- By looking at which bar is more skewed towards the left, the perceived last 3 performance services provided by SMU Libraries for the staffs are:
- Library anticipates learning and research needs
- Library workshop, classes and tutorials
- Items on the library shelves
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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 “has met expectations” of the faculty due to the low discrepancy between importance and perceived performance.
- For help from library staff, there is only a slight discrepancy of 0.9% from 94.2% (importance) vs 95.1% (performance).
- For library staff providing accurate answers, there is only a discrepancy of 0% from 92.1% (importance) vs 92.1% (performance).
- For wifi access, there is only a discrepancy of 0% from 95.7% (importance) vs 95.7% (performance).
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 staffs to recommend the SMU Libraries services to another student score an overall satisfaction score of about 8 (based on the darkness of colour).
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Analysis 6: The top 3 mentioned words are: Book (33 records), Student (31 records), Study (19 records)
Positive
| Key Findings
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- The top 3 mentioned words are:
- Book (33 records)
- Student (31 records)
- Study (19 records)
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Neutral
| Key Findings
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- The top 3 mentioned words are:
- Student (4 records)
- Service (3 records)
- Printer (2 records)
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Negative
| Key Findings
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- The top 3 mentioned words are:
- Law (1 record)
- Database (1 record)
- Course (1 record)
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Overall
| Key Findings
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- The top 3 mentioned words are:
- Student (31 records)
- Study (19 records)
- Seat (12 records)
- As compared to the results from undergraduates, we can see that there is a higher difference in results (positive, negative, neutral) for the graduates. Overall, the most mentioned words are student, study and seat, which appears mostly in the positive rating category. This shows that continuous improvement has to be made to these 3 words to maintain the high overall satisfaction from the graduates.
- For the neutral and negative rating category, there are too little records to justify a strategy plan for it. However, it should not be overlooked as well. The user should double check with the actual comments for higher accuracy.
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Recommendations
| Recommendations
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- Conduct another study with the graduates which are the 2nd 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 may play a part to attract the graduates. 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.
- Most of the graduates patronise Li Ka Shing Library more than Kwa Geok Choo, therefore if there is any SMU Libraries’ event catered to them, it should be held at Li Ka Shing Library.
- All top 3 rated as importance services are perceived as “has met expectations” of the graduates. SMU Libraries should keep up the good work in these areas – Help from library staff, wifi access and library staff providing accurate answers.
- It seems like the graduates prioritise service delivery more. A recommendation could be providing them with library orientation so that the graduates can be less reliant of the library staffs in future.
- 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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