Propuesta metodológica para la evaluación de la calidad de los servicios en una biblioteca central universitaria
| Main Authors: | Osorio Rubio, Claudio, Pizarro Martínez, Sandra, Riveros Basoalto, Gloria |
|---|---|
| Format: | Journal PeerReviewed application/pdf |
| Bahasa: | es |
| Terbitan: |
Universidad Tecnológica Metropolitana, Departamento de Gestión de la Información
, 2010
|
| Subjects: | |
| Online Access: |
http://eprints.rclis.org/15061/1/Serie_N%C2%B0_61_Propuesta_metodologica.pdf http://eprints.rclis.org/15061/ |
Daftar Isi:
- This Article presents a customer satisfaction measurement tool to determine the agreement index with a public University's Library Service. The statistic is taken from a representative student sample, and it gives the main results on three measured factors: Staff commitment, Information support and Library facilities. These factors were statistically correlated with sample's independent variables such as: years in the university (University permanency), sex, study mode (day/evening), as many others. From them, a descriptive and inferential statistical analysis was performed. Research results let us came out with questionnaire constructed from the pilot implementation, describing the reliability and validity of our statistical tool for a final sample application