Library user perceptions in 2017 and 2023: conducting a comparative data analysis to improve service quality

Purpose Researchers sought to determine how user perceptions of the University of Maryland Libraries changed or remained stable between 2017 and 2023 to examine whether operations improved between these years and to identify opportunities for improvement. Since the Association of Research Libraries (ARL) discontinued this study's survey instrument, LibQUAL+, a secondary purpose was to discuss information that should be included in the design of future surveys and to start to consider alternative survey instruments. Design/methodology/approach Researchers coded and compared comments from LibQUAL+ surveys distributed in 2017 and 2023 using NVivo. Initially, the libraries' assessment committee used open coding to review a set of comments submitted during the 2023 LibQUAL+ survey. Three researchers refined the categories into a codebook that included both the area of service and the sentiment expressed. Findings During both years, comments about the personnel, services and general categories received a high percentage of positive comments, whereas the LibQUAL+ Survey instrument, online content, discoverability and facilities received the most negative comments. Data analysis allowed investigators to identify actionable feedback and areas that need further study. Originality/value The methodology can serve as a guide for other researchers comparing qualitative data and longitudinal data. The libraries used LibQUAL+ results to obtain approval for renovations and new furniture. Other libraries can draw lessons from this study and leverage survey data to advocate for needed changes. They can also learn from information gaps identified in this article. As the ARL has discontinued LibQUAL+, this paper discusses alternatives for library-wide assessments.