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.
    Full-text · Article · Mar 2015
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    • "En este marco, el concepto de satisfacción del usuario adquiere una gran relevancia y por ello habitualmente se encuentra ligado a términos como la calidad y evaluación. Así, los tres elementos convergen, es decir, " se efectúa la evaluación para poder aplicar la calidad y conseguir con ello la satisfacción del usuario " (Rey, 2000, p. 139). Incluso algunos autores sostienen que la satisfacción y la calidad se encuentran tan interrelacionados que se consideran sinónimos " hasta el punto de que los modelos de satisfacción pueden ser denominados de calidad de servicio percibida " , (Miguel- Dávila y Flórez-Romero, 2008, p. 111) aun cuando se sabe que son constructos diferentes. "
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    ABSTRACT: This research is characterized as non-experimental descriptive design, it's reports on the construction of a service quality scale. User perceptions of service quality of financial area in a public university serve as the study setting. The questionnaire 17-item four dimensional scale consisting of tangibility, reliability, responsiveness and empathy. The methodological strategy contemplated the design of the measuring instrument, verification of content validity and construct also analysis of internal consistency by Cronbach's alpha. The instrument obtain a reliability coefficient of 0.943, the results reveal that the items have good clarity regarding the specific concept, however the relocation of the items and renaming of variables is said resulting valid and reliable as a tool to measure service quality in the context studied.
    Full-text · Article · Jan 2015
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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.
    Preview · Article · Sep 2008
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