Article

La satisfacción del usuario: un concepto en alza

01/2000;
Source: OAI

ABSTRACT En los últimos años un concepto ha adquirido una notable importancia tanto en el ámbito de los servicios como de las unidades de información, la satisfacción de los usuarios. Nuestro interés en el tema ha suscitado el intento de ayudar a la definición de su marco teórico, para lo cual: presentamos algunos de los aspectos que lo configuran, entre los que destacamos la interesante aportación de la investigadora Rachel Applegate, así como algunos ejemplos de estudios que al respecto del mismo se han efectuado

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    • "Authors such as Ives, Olson e Baroudi. (1983), DeLone e McLean (1992), Rey Martin (2000) e Melone (1990), privileged in this review, have conducted surveys of the scientific literature on information success and user satisfaction. "
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    ABSTRACT: This research study proposes an instrument and a method for measuring the satisfaction of users of digital libraries of e-journals. The satisfaction questionnaire has questions on an eight point Lickert Scale about the various factors, which affect the satisfaction of the user of the digital library. These questions which were fundamented on user studies of digital libraries, on the literature of computer science and administration of information systems, included general questions on the satisfaction of the users; and satisfaction with specific aspects of the quality and the content of the system. Satisfaction with the quality of the system included questions on the search resources, the usability (ease of use, flexibility. readability, organization of information and sequence of the screens), and the access to the system (ease of access and speed). Satisfaction with the contents of the system included questions about the number of journals, their quality, their relevance, chronological coverage, up-todatedness, reliability and availability of full text). A method was developed, adapted from Bailey e Pearson (1983), who defined satisfaction as the sum of the user’s, positive or negative reaction to a set of factors. The method not only makes it easier to compare satisfaction among different areas of knowledge or among different categories of factors but also allows the normalization of results to neutralize the impact to null responses. The method was demonstrated verifying the degree of satisfaction of engineering faculty who were users of the Brazilian Capes Portal of E-Journals. The population studied came from 17 federal universities from all 5 geographic regions of Brazil. Data was collected by mean of a web-survey answered by 544 engineering faculty. Further research and improvements in the method proposed are suggested.
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    • "No obstante, debemos considerar que el nivel de uso de un sistema de información, puede ser en todo caso, un indicador de la satisfacción del usuario con ese sistema, más aún cuando este sistema no es obligatorio, como sucede en el entorno bibliotecario. La satisfacción es un resultado subjetivo que el sistema desea alcanzar, y busca que dependa tanto del servicio prestado, como de los valores y percepciones del propio usuario (Rey Martín, 2000, 141). Todo objeto de estudio parte de la observación, la cual puede ser de dos tipos: externa e interna. "
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    ABSTRACT: The Participative Design (DP) of Information Systems is a new method that helps to prove the perceptions of the users and contribute to the clear satisfaction of their needs of information. The above mentioned method includes, besides the informational literacy to the user, the direct participation of the same one in the development information systems. The analysis presented in this paper raises two perspectives: the information necessities of the users and the operative structure of any unit of information, reason why the objective of the DP is to diminish the existing discrepancies in the expectations that the users have around the services, as well as their acquired perceptions once implemented.
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    ABSTRACT: La valoración de la satisfacción del usuario remoto, de sus expectativas, de sus percepciones, están determinadas por nuevos aspectos relacionados con las interfaces de información. Por ello el análisis de la satisfacción del usuario remoto, debe tener en cuenta los hábitos y actitudes de los usuarios frente a las interfaces de acceso a los servicios que la biblioteca ofrece a través de acceso remoto, a si como también considerar la experiencia del usuario, como una medida de la satisfacción del usuario.
    01/2005;
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