User feedback on public libraries in Istanbul: Content analysis of Google Maps reviews

This study aims to explore potential improvement areas to increase the service quality and user satisfaction of public libraries by analyzing user feedback about public libraries serving in Istanbul on the Google Maps platform. Qualitative research method was used in the study. The data for the study was obtained using the Google API via the Google Maps application. Content analysis was used for data analysis. The data of the study were analyzed with the upper codes of general, open hours, staff, facility/facilities, collection, location, environment, technology, children's section and cultural programs. The number of data obtained through the application is 6,444. Within the scope of the study, 159 irrelevant data were excluded and 1,322 data belonging to 2023 were analyzed. According to the research findings, it was found that 81.25% of the public libraries in Istanbul have Google Maps accounts. It was understood that 65.39% of public library users expressed positive feedback about library services, while 32.48% expressed negative feedback. However, it was found that 12.30% of the users expressed neutral feedback. According to demographic findings, it was observed that the library that received the highest frequency of evaluations and ratings was Rami Library (f = 1393), and the library that received the lowest frequency of evaluations and ratings was Gaziosmanpaşa Children's Library (f = 1). It was found that only 14.03% of libraries interact with library users via the Google Maps application. This research offers concrete improvement suggestions under 10 main headings to increase the service quality and user satisfaction of public libraries in Istanbul, thus contributing to the libraries providing more benefits to the society. Keywords: Google Maps, service quality, user satisfaction, public library, Istanbul