TY - GEN
T1 - Comparative Analysis of Public Library Service Feedback on Social Media and Google Maps Reviews
AU - Chen, Chao Chen
AU - Chang, Chen Chi
N1 - Publisher Copyright:
© The Author(s), under exclusive license to Springer Nature Singapore Pte Ltd. 2025.
PY - 2025
Y1 - 2025
N2 - In an era of heightened consumer awareness and intense competition, public libraries must prioritize service quality, user satisfaction, and loyalty. Traditional methods of gauging user feedback, such as surveys and interviews, are time-consuming and resource-intensive. With the advent of big data and the proliferation of mobile internet, users now express their opinions through social media platforms like Instagram and Facebook and review platforms like Google Maps. This study compares public library service feedback from social media and Google Maps reviews in Taiwan’s six municipalities. The Keypo big data analysis system and web scraping techniques categorized feedback using the LibQUAL+ model: Library as Place, Affect of Service, and Information Control. The comparative analysis revealed significant differences in the nature and focus of feedback across platforms. Social media feedback was more detailed and service-oriented, while Google Maps reviews focused on physical amenities and resource availability. These findings suggest that public libraries can benefit from a dual approach to feedback collection, leveraging both social media and review platforms to gain comprehensive insights into user opinions and enhance service quality.
AB - In an era of heightened consumer awareness and intense competition, public libraries must prioritize service quality, user satisfaction, and loyalty. Traditional methods of gauging user feedback, such as surveys and interviews, are time-consuming and resource-intensive. With the advent of big data and the proliferation of mobile internet, users now express their opinions through social media platforms like Instagram and Facebook and review platforms like Google Maps. This study compares public library service feedback from social media and Google Maps reviews in Taiwan’s six municipalities. The Keypo big data analysis system and web scraping techniques categorized feedback using the LibQUAL+ model: Library as Place, Affect of Service, and Information Control. The comparative analysis revealed significant differences in the nature and focus of feedback across platforms. Social media feedback was more detailed and service-oriented, while Google Maps reviews focused on physical amenities and resource availability. These findings suggest that public libraries can benefit from a dual approach to feedback collection, leveraging both social media and review platforms to gain comprehensive insights into user opinions and enhance service quality.
KW - Big Data Analysis
KW - Comparative Analysis
KW - Google Maps Reviews
KW - LibQUAL+ Model
KW - Library Services
KW - Public Libraries
KW - Service Quality
KW - Social Media Feedback
KW - User Feedback
KW - User Satisfaction
UR - https://www.scopus.com/pages/publications/85213056568
UR - https://www.scopus.com/pages/publications/85213056568#tab=citedBy
U2 - 10.1007/978-981-96-0868-3_9
DO - 10.1007/978-981-96-0868-3_9
M3 - Conference contribution
AN - SCOPUS:85213056568
SN - 9789819608676
T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
SP - 107
EP - 118
BT - Sustainability and Empowerment in the Context of Digital Libraries - 26th International Conference on Asia-Pacific Digital Libraries, ICADL 2024, Proceedings
A2 - Oliver, Gillian
A2 - Frings-Hessami, Viviane
A2 - Du, Jia Tina
A2 - Tezuka, Taro
PB - Springer Science and Business Media Deutschland GmbH
T2 - 26th International Conference on Asia-Pacific Digital Libraries, ICADL 2024
Y2 - 4 December 2024 through 6 December 2024
ER -