Quantifying Qualitative Data

Abstract

Abstract University of Arizona Library used the LibQUAL+™ comments to inform its strategic direction. The 303 comments received from the LibQUAL+(™) survey in 2002 were coded using a “Grounded Theory” approach. Using the qualitative statistical software QSR's N6, all comments were coded demographically and by categories around Library access, environment and service. N6 assisted the research and analysis of comments, providing a base for both quantifiable and qualitative development of data into useful information. The comments were used to determine strategic direction at the organizational and individual team level by triangulating the qualitatively organized comments with the quantitative LibQUAL+(™) data, as well as other sources of customer data. This approach provided a focused method to organize and understand information in order to meet and address Library customer needs.