Serie N° 61: Propuesta metodológica para la evaluación de la calidad de los servicios en una biblioteca central universitaria.
Osorio Rubio, Claudio Andrés
Pizarro Martínez, Sandra Isabel
Riveros Basoalto, Gloria María
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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.