Analyzing user Satisfaction with Academic Library Services using CRISP-DM Process


This research is a quantitative study and its aims were to evaluate users’ satisfaction of the available services in Sabaragamuwa university library. We used Cross-Industry Standard Process for Data Mining (CRISP-DM) process which is an industry-proven way to build predictive analytics models across the enterprise. The process contains six phases as follows: business understanding, data understanding, and preparation of data, modeling, evaluation, and deployment. A structured questionnaire was used to collect data in the data understanding phase. These were distributed among stratified randomly selected 360 undergraduates from the university. The descriptive statistics, Pearson correlation and multinomial logistic regression were applied to analyze the obtained data in modeling phase. The results indicated that the selected variables have a satisfaction level and the mean of their ranking values is around 3 and 4. Furthermore, results suggested that selected variable is distributed normally. Pearson Correlation results revealed that library collection (0.662) and library services (0.658) are highly correlated with physical facilities u. Furthermore, library services highly correlated with library collection and library website services.


Academic Library, Cross-Industry Standard Process for Data Mining (CRISP-DM), Pearson Correlation, User Satisfaction

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