Page 11 - 2019 PCC Library Survey Report

CORRELATION ANALYSIS
STRONG POSITIVE CORRELATIONS
On customer satisfaction rates, there is a
strong positive correlation (0.60 - 0.79)
between the following variables:
 Website and Catalogue services
(0.73)
Suggestions:
 Students who are satisfied with the
library’s website are more likely to
use other online services.
 Expansion of online services are
likely to be favorably met by current
online service users.
MODERATE POSITIVE CORRELATIONS
On customer satisfaction rates, there is a
strong positive correlation (0.40 - 0.49)
between the following variables:
 Orientation/research database
training sessions and research
databases (0.44)
 Website and computer/internet
access (0.53)
 Catalogue and computer/internet
access (0.53)
 Hours of operation and loans (0.48)
 Customer Service and Reference
service (0.49)
Suggestions:
 Increased access to computers in
the library space is moderately
associated the use and satisfaction
with the library website and
catalogue services.
 Satisfactory opening hours is will
likely positively impact satisfaction
with loans services.
 Satisfaction with
Orientation/research database
training sessions is likely to increase
use and satisfaction with research
databases.
Actionable insights:
a. Focus on increasing the number of
new users to the college website
and online library services. An
increase the number of students
using at least one online library
service will likely lead to access to
other online services.
b. Increase and improve online
database training sessions for all
categories of the student
population and its associated
customer service. These
improvements will likely
contribute to adding new users
and maintaining satisfaction of
existing users of online databases.