La medición de la satisfacción de usuarios como indicador de calidad en los sistemas bibliotecarios: el caso de las universidades públicas de noroeste de México

Verdugo-Sánchez, José-Alfredo La medición de la satisfacción de usuarios como indicador de calidad en los sistemas bibliotecarios: el caso de las universidades públicas de noroeste de México., 2015 PhD Thesis thesis, Universidad Complutense de Madrid. [Thesis]

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English abstract

Institutions of Higher Education (IHE) are obliged to reflect the aspirations of countries and societies to develop their capabilities in terms of science and technology, as well as social and human aspects. In this sense, the development of science will be greater to the extent that the relevant state institutions promote educational policies that impact in the medium and long term growth of the productive system and economic and social improvements that ultimately, give way to a more equitable and just society. However, the political and social context that currently live public universities in Latin America in general, and Mexico in particular is not very flattering when you consider that every year these institutions must dispute a budget that is not always able to cover their needs. Nonetheless, even with multiple budgetary and operational constraints, public universities have managed to maintain a certain standard of quality. In this sense, the university library plays a nodal role in the academic and cultural life of the Institutions of Higher Education, being that performed the activities that give meaning to the existence of the educational institutions: vocational training the teaching, research and cultural diffusion. These activities are a whole field of knowledge that poses many challenges for the units of information. It should be noted that all those departments that make up the operational structure of a library, with all its administrative areas, spaces and services,involve that articulating all infrastructure components are necessary to meet the needs of user´s information, this is not a simple task. The changes in the conception of the university library have been accompanied by other changes occurring within organizations, which has affected the traditional order of information units, as it has introduced new models for managing information resources, in which aspects related to the efficient management of resources and efficiency in achieving institutional objectives, namely, the aspects that can be evaluated and the result may be listed (or not) quality. Proof of this are the emerging models of information management, which poses the appearance of new users with new features and dynamics learning and work, requiring increasingly specialized services. This issue raises it's essential to know the needs, behaviors and practices that occur around the information, all with the aim of improving administrative processes and service information centers, facing the group or community to which they served.

Spanish abstract

Las Instituciones de Educación Superior están obligadas a reflejar las aspiraciones de los países y sociedades por desarrollar sus capacidades en materia de ciencia y tecnología así como en aspectos sociales y humanos. En este sentido, el desarrollo de las ciencias será mayor en la medida en que las instituciones del Estado impulsen políticas educativas pertinentes que repercutan, a mediano y largo plazo, en el crecimiento del sistema productivo y en mejoras económicas y sociales que, en última instancia, den paso a una sociedad más equitativa y justa. No obstante, el contexto político y social que actualmente viven las universidades públicas en Latinoamérica en general, y en México, en particular, no resulta muy halagador si se considera que cada año estas instituciones tienen que disputar un presupuesto que no siempre es capaz de cubrir sus necesidades. Sin embargo, aún con múltiples restricciones presupuestales y operativas, las universidades públicas han logrado mantener cierto estándar de calidad. En este contexto, la biblioteca universitaria cumple una función nodal en la vida académica y cultural de las instituciones de educación superior, toda vez que alrededor de ésta se llevan a cabo las actividades que dan sentido a la existencia misma de las instituciones educativas: la formación profesional, la docencia, la investigación y la difusión cultural.

Item type:	Thesis (UNSPECIFIED)
Keywords:	Bibliotecas univesitarias, Noroeste México, Satisfacción usuarios; Academic libraries; Universities; Quality; ILS; Integrated Library Systems; Catalogs; Measurement; User needs; User satisfaction.
Subjects:	B. Information use and sociology of information > BB. Bibliometric methods D. Libraries as physical collections. D. Libraries as physical collections. > DD. Academic libraries.
Depositing user:	Ph. D. José Alfredo Verdugo-Sánchez
Date deposited:	02 May 2020 08:13
Last modified:	02 May 2020 08:13
URI:	http://hdl.handle.net/10760/39920

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