Google Maps as a Library Evaluation Tool
A LibQUAL+™ Content Analysis of University Libraries in Padang
DOI:
https://doi.org/10.24252/kah.v14i3a1Keywords:
LibQUAL+™, Google Maps reviews, Library service quality, Content analysis, University librariesAbstract
Background: Google Maps reviews have emerged as an accessible, user-generated source of feedback on public and institutional services, including university libraries. However, the potential of these reviews as valid evaluative data for library service quality, particularly when interpreted through an established framework such as LibQUAL+™, has not been widely explored.
Purpose: This study aims to describe the frequency of Google Maps reviews of university libraries in Padang based on the LibQUAL+™ dimensions, identify the most dominant dimension, describe sentiment trends per dimension, and analyze the characteristics and patterns of complaints at each library.
Methods: The study employs a quantitative content analysis approach, using the LibQUAL+™ framework as both a categorization tool and interpretive lens. Data were collected via web scraping from seven university libraries in Padang City listed on Google Maps. Of 434 reviews extracted, 117 valid reviews were analyzed, yielding 214 data points.
Findings: The "Information Control" dimension dominated with 78 data points (36.4%), followed by "Library as Place" with 69 data points (32.2%) and "Affect of Service" with 67 data points (31.3%). In terms of sentiment, "Library as Place" received the highest proportion of positive sentiment (85.5%); "Information Control" was generally in good condition (78.2% positive) but required attention regarding maintenance of technological infrastructure; while "Affect of Service" was the most critical dimension, showing the highest proportion of negative sentiment (34.3%) and the lowest average star rating (3.51). These findings are largely driven by data from the Andalas University Library and the UNP Central Library, which together account for approximately 80% of the total data, meaning conclusions on "Affect of Service" more specifically reflect conditions at these two libraries.
Originality/Value: This study demonstrates that Google Maps reviews, typically viewed as informal user feedback, can be systematically processed into valid library service evaluation data through a quantitative content analysis approach grounded in LibQUAL+™. It offers a novel, low-cost method for library service assessment using publicly available user-generated content, expanding the applicability of LibQUAL+™ beyond traditional survey instruments.
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