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Satisfacción de usuarios y calidad: El modelo LibQual y su aplicación en bibliotecas españolas e iberoamericanas

Source: OAI

ABSTRACT With respect to the guarantee of quality that university libraries are assuming, one aspect that stands out is an interest in demonstrating feedback from their users. User studies of satisfaction are shown to be appropriate for measuring expectations and perceived values. Our research group (Secaba) has realized such studies of users’ satisfaction in libraries in Mexico, Argentina and Spain by following the methodology of LibQual. In this paper we showcase both the model LibQual and the obtained results together with our own conclusions regarding the processes of benchmarking which serve to identify best practices.

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    ABSTRACT: At this workshop we wish to share our experiences gained from conducting the user-based assessment project known as LibQUAL+™ across libraries over the last four years. We believe that the development of LibQUAL+™ provides important lessons that are informing our development of a similar protocol for digital libraries, particularly from the perspectives of user perceptions and expectations of service delivery. We view LibQUAL+™ itself as a digital library of evaluation data that has created its own learning community of users. Our understandings, developed from the formative and summative evaluation cycles of the LibQUAL+™ project and earlier experiences are also key to this research. We are using mixed methods in our approach to understanding the environment, employing both qualitative and quantitative analysis in an iterative cycle of continuous improvement and evaluation. We are eager to further our exploration and understand how service quality may relate to learning and educational impact across a variety of digital libraries and, more specifically, within the NSDL environment.

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May 31, 2014