Evaluation of Sample Library Questionnaire - Term Paper Example

Evaluation of Sample Library Questionnaire Evaluation of Sample Library Questionnaire Introduction Example Library conducted a user survey using a set of questionnaires that sought to determine the demography as well as the interests of their customers. The researchers have used exploratory questionnaires in their research and therefore the data collected is purely qualitative with no need for statistical evaluation (Pickard, 2007). Generally the primary aim of the questionnaire was to provide a sound basis during library decision making particularly on matters pertaining to the improvement of the quality of their services. A well designed questionnaire can not only effectively be used to gauge how to improve services and keep customers happy but it may also be used to provide powerful insights for the Library on how to keep their client base growing. Although there is no theoretical base for developing a good questionnaire, the success of any user survey can not be achieved without a properly well designed questionnaire. In this regard, the effectiveness of the survey questionnaires largely depends on how well they are designed, whether they have met the goals of the research, their appropriateness as well as their effectiveness in meeting the demands of the particular organization. This paper evaluates a user survey questionnaire that was designed used by Example Library during their user survey. Research goals, methods and potential outcomes The primary research goal of the user satisfaction survey used by the Example library is to collect data which will enable the library to evaluate how they would improve the quality of their Library services. With regard to the methods used, the researchers primarily used a set of customer satisfaction survey questionnaire that sought to determine the demographics, needs, interests as well as the expectations of their Library users. On the other hand, the expected outcome was that the user survey will be able to effectively measure the perceived customer satisfaction as well as their experience with the services and offerings of Example library. The appropriateness of wording, structure and design used in the Questionnaire The appropriateness of questionnaire wording is critically important because it helps minimize bias in the results obtained from the respondents during the user survey. According to Grunlund (1993), poorly structured questions may lead respondents to answer the questions in a specific way. The questionnaire used by Example Library is appropriately worded and the authors have avoided the use of technical terms and jargons that may confuse the respondents. Similarly the researchers have effectively begun with a brief statement that was intended to explain the purpose of the user survey as well as what the Library intends to do with the collected data. The questionnaire length is fairly appropriate particularly with regard to the study objectives. For example, the researchers have avoided long questions and have only used 4pages for the survey and this is critically important because long questionnaires usually get lower responses (Frary, 1996). Additionally when designing the wording and structure of their survey questions, Example Library has effectively ensured that the opening questions are easy to answer and are generally not perceived as intrusive of threatening to the target respondents. On the contrary, most of the opening questions used in the questionnaire are generally interesting and this may significantly help in establishing a good rapport as well as assist the researcher to ensure b the involvement of respondents. The questionnaire has been well structured properly as it is brief and direct to the point. The sequence of questions has also been well outlined to initiate interrogation of answers given to measure the accuracy of information given by the respondent. On the other hand, the questionnaire tool is effective because it is structured in a manner that allows sound interpretation and analysis of the relevant information gathered. The expected outcome of the research is to quantitatively show factors that affect library usage and the culture of using library and how other related issues affect such. In addition from such relevant information recommendations can be formulated. One major weakness of the design and layout of the questionnaire used by Example Library is that they have failed to group together questions dealing with similar aspects. For example question 4 which sought to determine the residential information of the respondents should have been grouped with the other questions such as questions 1, 2 which are seeking information related to the background of the respondents. On the other hand, question 3 should have been grouped together with the rest of the survey questions which are primarily concerned with the opinion of the respondents on their library services. Assessment of the effectiveness of the Library Questionnaire The effectiveness of the library questionnaire used by Example library depends on its ability to encourage feedback from the respondents. For example the use of semantic differential scales in the questionnaire such as question 18 and 25 has significantly improved the effectiveness of the questionnaire both in terms of reduced biasness and research reliability. Although the survey questions used by Example Library have failed to address some of the likely research concerns such as how the clients learnt about their services, the questionnaire is fairly well designed with regard to the objectives of the research. Most of the questionnaire uses are however brief and concise and this is particularly important because it helps avoid cases of incomplete or inaccurate responses by the respondents (Frary, 1996). On the other hand, the questionnaire design has also taken into consideration personal choices of what to read and what guides such choices by examining why people come to the library and at what specific times. With regard to the target age group, the first age group choice in question 2 should have been 10-18 as opposed to the 10-20 age group used in the research. This is because such clustering would have made it easier for the researchers to categorize their respondents into children and adults. Additionally the researchers also ought to have included other library users other than the ones who were chosen as the respondents. For instance, although Example library only targeted users who spend time in the library, there research should have included the opinions of the individuals who spend most of the time in the library, there is also another group of library users who come to borrow books to read and return them. Despite some of the weakness in its design, the customer survey questionnaire used has effectively evaluated both the personal information as well as the customer satisfaction ratings by the respondents and this is inline with their research objective. Lastly, the questions used in the user survey have effectively addressed the research goal and the researchers have avoided addressing two concepts with one question. For example, each of the 25 questions is only seeking answer for specific concepts. Alternatives There are a number of alternatives other than survey questionnaires that can effectively be used to measure customer perceptions. For example, the library can use interviews to explore and rate the experience of their users. Although interviews are effective in probing customer experience, they normally require skilled practitioners that are trained on how to extract valuable information from the potential users (Bryman, 2004). Another alternative method of measuring customer satisfaction is through the use of feedback cards where by the library users may be provided with feedback cards to fill out and rate the services offered by the library. Compared to survey questionnaires, feedback cards are relatively cheap and can effectively provide useful insights regarding the perceptions and needs of the customers. How I would improve the Questionnaire One of the key changes that I would make in order to improve effectiveness and appropriateness of the questionnaire is redesigning the layout of the survey. Generally a survey questionnaire should not only be easy to read but should also be aesthetically appealing. For example, by placing relatively simple questions at the beginning, sensitive questions at the middle and questions related to customer satisfaction rating at the end, the accuracy of the responses will be significantly improved(Pickard,2007). It is also important to place questions that require personal information of the respondents such as their age, sex and places of residence are in the middle of the questionnaire because these types of questions can potentially put off some respondents at the start. For example many respondents are often reluctant to reveal some of their personal information such as where they live and may consequently fail to complete the whole questionnaire once they are put off at the start. Another important improvement that I would make on the questionnaire is to ensure that all the satisfaction rating scales used are clearly explained to the respondents and the distinction between any two consecutive points on the scale are consistent (Frary, 1996). For example, in question 25, respondents were asked to rate their willingness to recommend the library’s customer service to their friends and colleagues. The distinction between any two consecutive points on the scale was however not clearly explained and this can potentially affect the accuracy of the responses. Conclusion In conclusion, questionnaire structure and design are critically important for the success of any research question. Inadequate design not only discourages respondents from taking part in the survey but may also increase the likelihood of measurement errors in the survey. Although the design and structure of the survey questions used by Example library is fairly appropriate for their customer user survey, there a few weakness in the wording, structure and prioritizations of some of the questions in the questionnaire. References Bryman, A. (2004). Social research methods, Oxford: Oxford University Press Grunlund, N. (1993). How to make achievement tests and assessments. Needham Heights, MA: Allyn and Bacon. Frary, B. (1996). Hints for designing effective questionnaires.5,3. Retrieved on December, 4 2012.from http://ericae.net/pare/getvn.asp?v=5&n=3 Pickard, A. (2007). Research methods in information. London: Facet Publishing. Pickard, A. (2007).Questionnaires. In Research methods in information . London : Facet Publishing Company. Read More