Servicios bibliotecarios de la Escuela Superior Politécnica Agropecuaria de Manabí: atención al usuario y calidad del servicio

The purpose of this study was to evaluate the library services of the Escuela Superior Politécnica Agropecuaria de Manabí "ESPAM MFL in the period 2023. For its execution, induction and deduction methods were used with the support of qualitative-quantitative techniques such as interviews and survey-type evaluation models (LibQual and ServPerf) estimated through Likert scales. In addition, the association of variables was reviewed by estimating weighted gaps and their ratification through the Chi-square statistic with a significance level of 5%, and finally, a 5W+1H matrix was structured for the approach of improvement strategies. The results show deficiencies in terms of empathy, customer service, operational efficiency and lack of certain resources for user service. Furthermore, there is no significant relationship between variables (p>0.05) according to the Chi-square statistic, suggesting that the deficiencies of one variable do not significantly influence the other. If the detected deficiencies are maintained, it would affect the timely delivery of library services, so it is imperative that the improvement actions proposed in the 5W+1H matrix developed in this study are implemented.

• প্রধান লেখক: Cedeño Zambrano, Emily Janeth (author)
• অন্যান্য লেখক: Zambrano Cevallos, Jonathan Abel (author)
• বিন্যাস: bachelorThesis
• ভাষা: spa
• প্রকাশিত: 2024
• বিষয়গুলি: Servicios públicos; Usuarios internos; Procesos; Estrategias
• অনলাইন ব্যবহার করুন: http://repositorio.espam.edu.ec/handle/42000/2513