Constructing a sentiment analysis model for LibQUAL+ comments

2017 ◽  
Vol 18 (1) ◽  
pp. 78-87 ◽  
Author(s):  
Michael Thomas Moore
Keyword(s):  
Data Mining ◽  
Sentiment Analysis ◽  
User Satisfaction ◽  
Three Dimensions ◽  
Information Control ◽  
Analysis Model ◽  
Content Type ◽  
Depth Analysis ◽  
Library As Place ◽  
Negative Sentiment

Purpose The purpose of this paper is to establish a data mining model for performing sentiment analysis on open-ended qualitative LibQUAL+ comments, providing a further method for year-to-year comparison of user satisfaction, both of the library as a whole and individual topics. Design/methodology/approach A training set of 514 comments, selected at random from five LibQUAL+ survey responses, was manually reviewed and labeled as having a positive or negative sentiment. Using the open-source RapidMiner data mining platform, those comments provided the framework for creating library-specific positive and negative word vectors to power the sentiment analysis model. A further process was created to help isolate individual topics within the larger comments, allowing for more nuanced sentiment analysis. Findings Applied to LibQUAL+ comments for a Canadian mid-sized academic research library, the model suggested a fairly even distribution of positive and negative sentiment in overall comments. When filtering comments into affect of service, information control and library as place, the three dimensions’ relative polarity mirrored the results of the quantitative LibQUAL+ questions, with highest scores for affect of service and lowest for library as place. Practical implications The sentiment analysis model provides a complementary tool to the LibQUAL+ quantitative results, allowing for simple, time-efficient, year-to-year analysis of open-ended comments. Furthermore, the process provides the means to isolate specific topics based on specified keywords, allowing individual institutions to tailor results for more in-depth analysis. Originality/value To best account for library-specific terminology and phrasing, the sentiment model was created using LibQUAL+ open-ended comments as the foundation for the sentiment model’s classification process. The process also allows individual topics, chosen to meet individual library needs, to be isolated and independently analyzed, providing more precise examination.

scholarly journals TINGKAT KEPUASAN PEMUSTAKA DI DINAS PERPUSTAKAAN DAN KEARSIPAN KOTA SOLOK: ANALISIS LIBQUAL+TM

2021 ◽  
Vol 3 (1) ◽  
pp. 66-81
Author(s):  
Cherly Pratiwi
Keyword(s):  
User Satisfaction ◽  
Quantitative Research ◽  
Information Quality ◽  
Sampling Technique ◽  
Three Dimensions ◽  
Information Control ◽  
Population Sampling ◽  
Service Information ◽  
Level Of Satisfaction ◽  
Library As Place

This study discusses the level of user satisfaction of the Solok City Library and Archives Service which was analyzed using Libqual+Tm. Libqual+Tm. Consists of three dimensions, namely affect of service, information control and library as place. The purpose of this study is to describe the level of user satisfaction at the Solok City Library and Archives Service. This research is a quantitative research with descriptive method. Data collection techniques through interviews and questionnaires. The research data was obtained from distributing questionnaires to the users of the Solok City Library and Archives Service as a population. Sampling from the study using incidental sampling technique and obtained a sample of 50 people. Based on the results of the study, the following conclusions were drawn: (1) based on the dimensions of the officer's performance in serving (affect of service) the users felt quite satisfied with the Adequacy Gap (AG) the dimension was positive with a score of 0.05 and the level of user satisfaction with the library was considered very satisfied. with the Superiority Gap (SG) is positive with a score of 0.52; (2) based on the dimensions of information quality and access to information (information control) the users are not satisfied with the Adequacy Gap (AG), the dimension is negative with a score of -0.20 and the level of user satisfaction with the library is considered very satisfied with the Superiority Gap (SG) is positive with score 0.25; (3) based on the dimensions of library facilities and infrastructure (library as place) the users are quite satisfied with the Adequacy Gap (AG) with a value dimension of 0.013 and the level of user satisfaction with the library is considered very satisfied with the Superiority Gap (SG) with a positive value with a score of 0.50 . Overall, the level of user satisfaction, the level of satisfaction of the users of the Library and Archives Service of Solok City, the users are quite satisfied with the average Adequacy Gap (AG) is positive with a score of 0.08 and the level of user satisfaction with the library is considered very satisfied with the average Superiority (SG). positive value with a score of 0.4.

Sentiment annotations for reviews: an information quality perspective

2018 ◽  
Vol 42 (5) ◽  
pp. 579-594 ◽  
Author(s):  
Heng-Li Yang ◽  
August F.Y. Chao
Keyword(s):  
Sentiment Analysis ◽  
Information Quality ◽  
Future Research ◽  
Content Type ◽  
Sentence Level ◽  
Product Service ◽  
Alternative Approach ◽  
Internet Information ◽  
Negative Sentiment ◽  
Practical Implications

Purpose The purpose of this paper is to propose sentiment annotation at sentence level to reduce information overloading while reading product/service reviews in the internet. Design/methodology/approach The keyword-based sentiment analysis is applied for highlighting review sentences. An experiment is conducted for demonstrating its effectiveness. Findings A prototype is built for highlighting tourism review sentences in Chinese with positive or negative sentiment polarity. An experiment results indicates that sentiment annotation can increase information quality and user’s intention to read tourism reviews. Research limitations/implications This study has made two major contributions: proposing the approach of adding sentiment annotation at sentence level of review texts for assisting decision-making; validating the relationships among the information quality constructs. However, in this study, sentiment analysis was conducted on a limited corpus; future research may try a larger corpus. Besides, the annotation system was built on the tourism data. Future studies might try to apply to other areas. Practical implications If the proposed annotation systems become popular, both tourists and attraction providers would obtain benefits. In this era of smart tourism, tourists could browse through the huge amount of internet information more quickly. Attraction providers could understand what are the strengths and weaknesses of their facilities more easily. The application of this sentiment analysis is possible for other languages, especially for non-spaced languages. Originality/value Facing large amounts of data, past researchers were engaged in automatically constructing a compact yet meaningful abstraction of the texts. However, users have different positions and purposes. This study proposes an alternative approach to add sentiment annotation at sentence level for assisting users.

Using SEM-PLS to assess users satisfaction of library service quality: evidence from Malaysia

2019 ◽  
Vol 40 (3/4) ◽  
pp. 240-250 ◽  
Author(s):  
Sahar Hosseinikhah Choshaly ◽  
Marva Mirabolghasemi
Keyword(s):  
User Satisfaction ◽  
Structural Model ◽  
Positive Impact ◽  
Measurement Model ◽  
Information Control ◽  
Content Type ◽  
Library Users ◽  
The Impact ◽  
Library User ◽  
Insight Into

Purpose The purpose of this paper is to examine the impact of Libqual+™ dimension (affect of services, information control and Library as a place) on user satisfaction at Universiti Kebangsaan Malaysia (UKM). Design/methodology/approach Data were collected using a sample of 100 students and it was analyzed using SPSS and SmartPLS. The measurement model was analyzed using composite reliability, convergent and discriminate validity while the structural model was used to predict the relationships between variables. Findings The results indicated that services, information control and library as a place have a significant and positive impact on the overall satisfaction of library users, with affect of services being the most important predictor of library user satisfaction. Practical implications Overall, users are satisfied with the services provided by the UKM library. Results from this study will help librarians to make better decisions in providing effective services and fulfilling the library’s vision and mission. Originality/value The study provides insight into the UKM University how to use LibQual+™ dimension to improve user’s satisfaction.

Comparing user satisfaction of older and newer on-campus accommodation buildings in Australia

Facilities ◽  
2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Xinyu Xu ◽  
Riza Yosia Sunindijo ◽  
Eveline Mussi
Keyword(s):  
Thermal Comfort ◽  
User Satisfaction ◽  
Evaluation Study ◽  
Three Dimensions ◽  
Content Type ◽  
Post Occupancy Evaluation ◽  
South Wales ◽  
Adaptive Thermal Comfort ◽  
Acoustic Comfort ◽  
The Impact

Purpose This paper aims to assess the level of occupants’ satisfaction, comparing older and newer on-campus accommodation buildings in Sydney, Australia, aiming to identify their comfort factors deficiencies in terms of design and construction solutions/strategies (e.g. spatial arrangements, materials, thermal comfort). Design/methodology/approach A post occupancy evaluation survey was used to assess the occupant satisfaction with three on-campus accommodation buildings in The University of New South Wales (UNSW) Sydney. One of the selected buildings is an older building opened for occupation in 1996, and the other two are more recent on campus accommodations buildings. The survey included 11 post occupancy evaluation elements identified through literature review which were categorised into three dimensions: technical, functional and behavioural. Findings The results show that the satisfaction levels with thermal and acoustic comfort were below standards for both older and newer buildings. In addition, the older building used in this study was rated low in terms of: indoor air quality, lighting, maintenance and management, vertical transportation facility, room layout and furniture quality, building layout and aesthetics and level of privacy. Such factors related to both functional and behavioural dimensions were of greater satisfaction in newer buildings. Practical implications Findings suggest the high priority of strategies that address and improve the thermal and acoustic comfort of older and newer on-campus accommodation buildings if the intention is to enhance students’ satisfaction, especially considering the impact that these facilities have on students’ performance. Thermal performance in different seasons and adaptive thermal comfort activities should be considered in the design of new on-campus accommodation buildings and the retrofit of existing old buildings. Originality/value On-campus accommodation is an important facility that supports student learning outcomes and helps students adapt in a new learning environment. A post occupancy evaluation study to assess the adequacy of this facility is still lacking because previous studies have generally focussed on class rooms and work spaces in the education sector. This research compares the user satisfaction of older and newer on-campus accommodation buildings in Australia, to highlight deficiencies and areas for improvement in the design of existing and future buildings.

scholarly journals Seven Years of Noise Reduction Strategies in an Academic Library Improve Students’ Perceptions of Quiet Space, Especially Among Graduate Students

2019 ◽  
Vol 14 (4) ◽  
pp. 179-181
Author(s):  
Elaine Sullo
Keyword(s):  
Graduate Students ◽  
Management Strategies ◽  
Academic Library ◽  
Management Program ◽  
Three Dimensions ◽  
Free Text ◽  
Information Control ◽  
University Library ◽  
Library As Place ◽  
Noise Management

A Review of: McCaffrey, C. & Breen, M. (2016). Quiet in the library: An evidence-based approach to improving the student experience. portal: Libraries and the Academy, 16(4), 775-791.  http://doi.org/10.1353/pla.2016.0052     Abstract Objective – To examine the interventions implemented by an academic library for noise management, and their impact on library users, over a seven-year period.  Design – Retrospective data analysis. Setting – University library in Ireland. Subjects – LibQUAL data from 2007, 2009, 2012, and 2014. Methods – The researchers analyzed data from the 22 core LibQUAL questions and the three dimensions of library as place, information control, and effect of service. The study focused specifically on LibQUAL question LP2 in the library as place dimension: quiet space for individual work. Qualitative free text comments in the surveys related to noise or quiet issues were also analyzed. The adequacy mean was used to determine improvement in scores; this metric is calculated by subtracting the minimum mean score from the perceived mean score. Main Results – LibQUAL scores related to the quiet space question steadily improved over the seven-year period studied. The adequacy mean went from -1.2 to -0.13, representing a 1.07 degree of improvement. For all 22 questions, the adequacy mean increased from 0.02 to 0.38, showing overall improvement of 0.36. Researchers reviewed the data for all individual questions to measure the degree of change over the seven years; the quiet space question had the highest level of improvement of all of the questions. Considering user groups’ perceptions, there was a 2.03 degree of improvement for graduate students, while there was a 0.82 degree of improvement for undergraduates. The researchers wanted to know if the noise interventions had a specific impact on the quiet space question compared to a more general impact on the “library as place” dimension. None of the other “library as place” questions improved to the degree of the quiet space question. Of the “library as place” questions, question LP5, the group space question, was the only one where the adequacy mean dropped, with an adequacy mean difference of -0.23. External benchmarking conducted by the researchers put these results in an international context, using consortium data from ARL in North America and the Society of College, National and University Libraries (SCONUL) in the United Kingdom (U.K.). Conclusion – Based on the study findings, the long-term noise management program implemented from 2007 to 2014 at the University library had a measurable impact, and users’ perceptions of the quiet space in the library improved.  Because perceptions improved most among graduate students, researchers concluded that future efforts for noise management strategies should consider focusing on this group.

Who creates value in a user innovation community? A case study of MyStarbucksIdea.com

2016 ◽  
Vol 40 (2) ◽  
pp. 170-186 ◽  
Author(s):  
Hanjun Lee ◽  
Yongmoo Suh
Keyword(s):  
Data Mining ◽  
Sentiment Analysis ◽  
Open Innovation ◽  
Information Overload ◽  
Classification Models ◽  
Content Type ◽  
Data Mining Techniques ◽  
Using Data ◽  
Basic Features ◽  
Innovation Community

Purpose – Successful open innovation requires that many ideas be posted by a number of users and that the posted ideas be evaluated to find ideas of high quality. As such, successful open innovation community would have inherently information overload problem. The purpose of this paper is to mitigate the information problem by identifying potential idea launchers, so that they can pay attention to their ideas. Design/methodology/approach – This research chose MyStarbucksIdea.com as a target innovation community where users freely share their ideas and comments. We extracted basic features from idea, comment and user information and added further features obtained from sentiment analysis on ideas and comments. Those features are used to develop classification models to identify potential idea launchers, using data mining techniques such as artificial neural network, decision tree and Bayesian network. Findings – The results show that the number of ideas posted and the number of comments posted are the most significant among the features. And most of comment-related sentiment features found to be meaningful, while most of idea-related sentiment features are not in the prediction of idea launchers. In addition, this study show classification rules for the identification of potential idea launchers. Originality/value – This study dealt with information overload problem in an open innovation context. A large volume of textual customer contents from an innovation community were examined and classification models to mitigate the problem were proposed using sentiment analysis and data mining techniques. Experimental results show that the proposed classification models can help the firm identify potential idea launchers for its efficient business innovation.

Evaluating library service quality of University of Kashmir: a LibQUAL+ survey

2019 ◽  
Vol 20 (1) ◽  
pp. 60-71 ◽  
Author(s):  
Anil Kumar ◽  
Preeti Mahajan
Keyword(s):  
Service Quality ◽  
Information Control ◽  
University Libraries ◽  
Library Service ◽  
Content Type ◽  
Library Users ◽  
Zone Of Tolerance ◽  
Library As Place ◽  
Model Approach

Purpose The purpose of this paper is to evaluate the library service quality (LSQ) of University of Kashmir from the users’ perspectives based on the LibQUAL+ model approach. Design/methodology/approach The survey used the LibQUAL+ model to evaluate service quality (SQ) of Allama Iqbal Library (AIL), University of Kashmir, Srinagar (India). The data were collected from library users by administering the LibQUAL+ questionnaire in a printed format. Findings It has been revealed that AIL has succeeded in satisfying the minimum expectations of its users but could not meet the customers’ desired expectations that make them delighted. Library as Place (LP) and Information Control (IC) are the most satisfied dimensions of SQ of AIL, whereas Affect of Service (AS) is the least satisfied dimension. LP is the most desired dimension amongst LibQUAL+ dimensions. All LibQUAL+ items were found to be lying inside the zone of tolerance (ZoT). Further, “Library is secure and peaceful place for study, learning and research” (LP-21) was found as most important service item as per users’ desired expectations, while “Library staff shows dependability in handling users’ service problems” (AS-9) is marked as the least desired item. Originality/value Only a few studies have been carried out to evaluate the SQ of Indian university libraries as far as the LibQUAL+ model is concerned. Therefore, the findings of present survey will help to understand how far library has reached in satisfying users’ expectations as well as the areas or dimensions where it needs to improve.

scholarly journals Machine Learning-Based Data Mining Method for Sentiment Analysis of the Sewol Ferry Disaster's Effect on Social Stress

2020 ◽  
Vol 11 ◽  
Author(s):  
Min-Joon Lee ◽  
Tae-Ro Lee ◽  
Seo-Joon Lee ◽  
Jin-Soo Jang ◽  
Eung Ju Kim
Keyword(s):  
Data Mining ◽  
Social Media ◽  
Sentiment Analysis ◽  
Social Stress ◽  
Scientific Evidence ◽  
National Level ◽  
Psychological Impact ◽  
Social Media Platforms ◽  
Negative Sentiment ◽  
Media Data

The Sewol Ferry Disaster which took place in 16th of April, 2014, was a national level disaster in South Korea that caused severe social distress nation-wide. No research at the domestic level thus far has examined the influence of the disaster on social stress through a sentiment analysis of social media data. Data extracted from YouTube, Twitter, and Facebook were used in this study. The population was users who were randomly selected from the aforementioned social media platforms who had posted texts related to the disaster from April 2014 to March 2015. ANOVA was used for statistical comparison between negative, neutral, and positive sentiments under a 95% confidence level. For NLP-based data mining results, bar graph and word cloud analysis as well as analyses of phrases, entities, and queries were implemented. Research results showed a significantly negative sentiment on all social media platforms. This was mainly related to fundamental agents such as ex-president Park and her related political parties and politicians. YouTube, Twitter, and Facebook results showed negative sentiment in phrases (63.5, 69.4, and 58.9%, respectively), entity (81.1, 69.9, and 76.0%, respectively), and query topic (75.0, 85.4, and 75.0%, respectively). All results were statistically significant (p < 0.001). This research provides scientific evidence of the negative psychological impact of the disaster on the Korean population. This study is significant because it is the first research to conduct sentiment analysis of data extracted from the three largest existing social media platforms regarding the issue of the disaster.

scholarly journals Using LibQUAL+® to identify commonalities in customer satisfaction: the secret to success?

2014 ◽  
Vol 15 (1/2) ◽  
pp. 23-31 ◽  
Author(s):  
Selena Killick ◽  
Anne van Weerden ◽  
Fransje van Weerden
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
User Satisfaction ◽  
Survey Methodology ◽  
Information Resources ◽  
Three Dimensions ◽  
Service Improvement ◽  
Library Service ◽  
Content Type ◽  
High Satisfaction

Purpose – What is the key to library user satisfaction? Can LibQUAL+® help in the quest for delivering a quality library service? The purpose of this paper is to present international research into library customer satisfaction as measured by the LibQUAL+® survey methodology. Commonalities of satisfaction and dissatisfaction have been identified which influence the customers overall view of the library. This knowledge can be used to further increase customer satisfaction through targeting these areas for service improvement. Design/methodology/approach – The LibQUAL+® results from SCONUL Libraries, Utrecht and Leiden Universities were analysed to explore the differences between customers who were very satisfied, and those who were very dissatisfied, with the service. Results from each of the three dimensions of service quality were reviewed separately. The survey results from respondents who had given a high satisfaction mean score to one of the three dimensions were analysed to assess if they had also given high satisfaction mean scores overall. This process was then repeated for those who had given low satisfaction mean scores. Findings – Respondents with high satisfaction mean scores in the Information Control dimension were discovered to have the largest positive scores for the overall average perceived scores, indicating they are the most satisfied customers. When reviewing the surveys with low satisfaction mean scores in the Affect of Service dimension it was discovered that these respondents also had the largest negative scores for the overall average perceived scores, indicating they are the most dissatisfied customers. The findings show that both information resources and customer service affects the overall opinion of the library service for all customer groups. Research limitations/implications – Good information resources has a positive effect on customers’ opinions of the library just as much as poor service from library staff has a detrimental effect. Any conclusions drawn from these findings should recognise that the research is limited to measuring service quality within the confines of the LibQUAL+® survey methodology. The research has not investigated the reasons for the commonality, nor do these averages say anything about the motivation for each individual respondent to give these scores in the survey. Practical implications – Statistical analyses confirm that these findings hold for every user group. Therefore, for the library manager seeking to deliver a quality library service it will be important to take both of these factors into account and deliver information not only in a professional, but also in a helpful manner. Originality/value – Although based on previous research, the extension of the analysis from an institutional level to an international consortia level strengthens the initial research conclusions. The findings, implications, and conclusions are valuable to library managers seeking to improve the customer perceptions of their library service, providing evidence of factors that influence customers’ opinions.

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