The user experience of university library: A text mining analysis of a Q&A platform in China

IF 2.4 3区管理学 Q2 INFORMATION SCIENCE & LIBRARY SCIENCE

Library & Information Science Research Pub Date : 2024-10-01 DOI:10.1016/j.lisr.2024.101326

Yan Li , E. Erjiang , Xin Tian

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引用次数: 0

Abstract

To gain a deeper understanding of the user experience in university libraries, an alternative channel for collecting user feedback was explored utilizing a prominent Chinese Question and Answer (Q&A) platform, Zhihu. A dataset consisting of 11 questions and 12,647 valid answers related to the user experience of university libraries on the Zhihu platform was collected. To analyze the collected user comments (answers) quantitatively, various techniques including word frequency analysis, semantic network analysis, Latent Dirichlet Allocation (LDA) topic modeling, and sentiment analysis were used. Findings revealed that factors influencing user experience can be categorized into six main groups: university life and future planning, choice and efficiency of study spaces, library resource management and staff behavior, seat usage behavior, noise issues, and the behavior of other users. Sentiment analysis revealed a mix of emotions in user experience. Positive experiences stemmed from quality learning environments and personal development support, while negative experiences were primarily caused by noise, seat scarcity, management issues, and other users' behavior. These varied emotional responses and suggested targeted improvements were explored. Findings could contribute to a deeper understanding of the user experience in university libraries and offer practical insights for improving library services.

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大学图书馆的用户体验：中国问答平台的文本挖掘分析

为了深入了解大学图书馆的用户体验，我们利用国内著名的问答（Q&A）平台--知乎，探索了另一种收集用户反馈的渠道。我们在知乎平台上收集了与大学图书馆用户体验相关的 11 个问题和 12,647 个有效答案。为了对收集到的用户评论（答案）进行定量分析，研究人员使用了词频分析、语义网络分析、潜在德里希特分配（LDA）主题建模和情感分析等多种技术。研究结果显示，影响用户体验的因素可分为六大类：大学生活和未来规划、学习空间的选择和效率、图书馆资源管理和工作人员行为、座位使用行为、噪音问题以及其他用户的行为。情感分析揭示了用户体验中的各种情绪。积极的体验源于优质的学习环境和个人发展支持，而消极的体验则主要由噪音、座位稀缺、管理问题和其他用户的行为造成。我们探讨了这些不同的情绪反应，并提出了有针对性的改进建议。研究结果有助于加深对大学图书馆用户体验的理解，并为改善图书馆服务提供实用见解。

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来源期刊

Library & Information Science Research INFORMATION SCIENCE & LIBRARY SCIENCE-

CiteScore

4.60

自引率

6.90%

发文量

期刊介绍： Library & Information Science Research, a cross-disciplinary and refereed journal, focuses on the research process in library and information science as well as research findings and, where applicable, their practical applications and significance. All papers are subject to a double-blind reviewing process.