Listening to Our Students: Enhancing Library Instruction Through a Qualitative Assessment of Student Feedback

  • Susan P. Goodwin Associate Professor & Head of Public and Learning Services, Texas A&M University Libraries, College Station, Texas
  • Tina Budzise-Weaver Texas A&M University Libraries and Dept. of Library and Information Sciences, University of North Texas

Abstract

In our ongoing effort to foster a culture of customer service excellence, Texas A&M University Libraries uses LibQUAL+ to conduct annual reviews of service quality as measured by those who matter most; our patrons. This yearly practice reflects our belief that, “only customers judge quality … [and that] … all other judgments are essentially irrelevant.” (Zeithaml, Parasuraman, and Berry, 2006). In an attempt to apply this philosophy to library instruction the authors examined approximately 25,000 post-instruction questionnaires collected from undergraduate and graduate students between 2005 and 2010. Free-text comments from the questionnaires were transferred to ATLAS.ti and the data was coded to identify common themes, patterns and issues across a range of demographics. 

Published
2017-05-14
How to Cite
GOODWIN, Susan P.; BUDZISE-WEAVER, Tina. Listening to Our Students: Enhancing Library Instruction Through a Qualitative Assessment of Student Feedback. Qualitative and Quantitative Methods in Libraries, [S.l.], v. 1, n. 1, p. 51-62, may 2017. ISSN 2241-1925. Available at: <http://78.46.229.148/ojs/index.php/qqml/article/view/43>. Date accessed: 22 nov. 2024.