An analysis on the perception that local and external users have of library services in a macro University of Mexico
Abstract
This article presents the results of an analysis on users’ perception of librarian service at the Universidad Autonoma de Nuevo Leon (UANL), considered the third largest university and university in the north of Mexico. We use data from a semi-structured survey collected in the facilities of the UANL in 2016. Structural equation modeling is used to explain the way users classify their perceptions about the service in the UANL libraries. Results indicate that UANL students give more importance to the physical space available to work in the library, such as: work tables, study rooms and cubicles. Meanwhile, for external user’s library's physical equipment and general infrastructure are more important.
Downloads
References
Arriola, O. (2009). Una caracterización de la biblioteca universitaria actual. Revista Códice, 5(2), 113-131.
Arriola, O. y Butrón, K. (2008). Un acercamiento a la evaluación de bibliotecas. Biblioteca Universitaria, 11(2), 99-114.
Arriola, O. y Yáñez, B. (2008). La cultura bibliotecaria del usuario de bibliotecas académicas: un panorama de su realidad. VI Coloquio Administración y Liderazgo en el Campo Informativo. Recuperado de http://eprints.rclis.org/12530/.
Barrios, R. y Pagán, L. (2012). La percepción de los bibliotecarios sobre el impacto de la comunidad de práctica para la integración de tecnologías emergentes (CITE) en los servicios de información. Simbiosis, 9(2), 1-32.
Calvert, P. (2001). International Variations in Measuring Customer Expectations. Library Trends, 49(4), 732-757.
Cook, C., Heath, F., Kyrillidou, M., Lincoln, Y., Thompson, B. and Webster, D. (2003). Developing a National Science Digital Library (NSDL) LibQUAL+ Protocol: An E-service for Assessing the Library of the 21st Century. NSDL Evaluation Workshop, 1, 1-7.
Delgado, E. (2002). La investigación en biblioteconomía y documentación. Guijón: Trea.
Ferrer, A. y Rey, C. (2005). Aplicación del LibQUAL+ en el CRAI de la Universidad de Barcelona. Jornadas Españolas de Documentación. Recuperado de http://diposit.ub.edu/dspace/handle/2445/11479.
Grönroos, C. (1982). Strategic management and marketing in the service sector. London: Chartwell-Bratt.
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.
Heath, F., Kyrillidou, M., Webster, D., Choudhury, S., Hobbs, B., Lorie, M. and Flores, N. (2003). Emerging Tools for Evaluating Digital Library Services: Conceptual Adaptations of LibQUAL+ and CAPM. Journal of Digital Information, 4(2), 1-8.
Henseler, J., Ringle, C. and Sinkovics, R. (2009). The use of partial least squares path modeling in international marketing. Advances in International Marketing, 20, 277-319.
Hernández, P. (2011). La importancia de la satisfacción del usuario. Documentación de las Ciencias de la Información, 34, 349-368.
Jaccard, J. and Choi, W. (1996). LISREL approaches to interaction effects in multiple regression. Thousand Oaks, CA: Sage Publications.
Játiva, M. y Gallo, J. (2006). LibQual+: evaluación de calidad de servicios desde la perspectiva del usuario. Boletín de la Anabad, 56(1), 53-74.
Jones, S. and Madden, M. (2002). The Internet goes to college: How students are living in the future with today’s technology. In Pew Internet & American Life Project. Retrieved from https://www.researchgate.net/publication/240317878_The_Internet_Goes_to_College_How_Students_Are_Living_in_the_Future_with_Today's_Technology.
Kline, R. (1998). Principles and practice of structural equation modeling. NY: Guilford Press.
Lee, S. (2007). Academic library service consumer (user) motivation study based on expectancy theory (tesis doctoral). Florida State University. Retrieved from http://diginole.lib.fsu.edu/islandora/object/fsu%3A181523.
Littlewood, H. y Bernal, E. (2011). Mi primer modelamiento de ecuación estructural LISREL. Monterrey, México: ITESM.
Martell, C. (2008). The Absent User: Physical Use of Academic Library Collections and Services Continues to Decline 1995-2006. The Journal of Academic Librarianship, 34(5), 400-407.
Mason, M. (2010). Myths associated with undergraduate use of academic libraries. Retrieved from http://www.moyak.com/papers/academic-library-anxiety.html.
Mendoza, G. (2007). El proceso de trabajo de participativo en la planeación de la evaluación de bibliotecas universitarias: estudio del caso SUBA-UACH (tesis de maestría). Colegio de México. Recuperado de http://eprints.rclis.org/12217/.
Nava, A. (2009). Elementos a considerar en la motivación del personal en las bibliotecas (tesis de licenciatura). Universidad Nacional Autónoma de México. Recuperado de http://www.filos.unam.mx/LICENCIATURA/bibliotecologia/textos-apoyo-docencia/nava-olmos-anastasia.pdf.
Oakleaf, M. (2010). The value of academic libraries: A comprehensive research review and report. In Association of College and Research Libraries. Retrieved from http://www.ala.org/acrl/sites/ala.org.acrl/files/content/issues/value/val_report.pdf
Parasuraman, A., Zeithalm, V. and Berry, L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
Parasuraman, A., Zeithalm, V. and Berry, L. (1988). Servqual: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Peña, D. (2002). Análisis de datos multivariantes. Madrid: McGraw-Hill/Interamericana.
Pinto, M., Sales, D. y Martínez, P. (2009). El personal de la biblioteca universitaria y la alfabetización informacional: de la autopercepción a las realidades y retos formativos. Revista Española de Documentación Científica, 32(1), 60-80.
Robbins, S. (2004). Comportamiento organizacional. México: Pearson Educación.
Romero, E. (2010). El bibliotecólogo ante una comunidad de universidades privadas del Distrito Federal. En Lau, J. (coord.), Evaluación del desempeño de personal bibliotecario (pp. 259-292). Buenos Aires: Alfagrama Ediciones.
Rubin, R. (2004). Foundations of Library and Information Science. Nueva York, Nueva York: Neal-Schuman Publishers.
Ruiz, M., Pardo, A. y San Martín, R. (2010). Modelos de ecuaciones estructurales. Papeles del Psicólogo, 31(1), 34-45.
Santiago, L. (2003). Necesidades y comportamiento informativo en usuarios externos de una biblioteca universitaria. Revista de Ciencias Bibliotecología y de la Información, 1(1), 12-36.
Scanlon, P. (1984). Un enclave cultural. Poder y etnicidad en el contexto de una escuela norteamericana en México. México: Ediciones de la Casa Chata.
Segoviano, J., Palomo, M. y Cantú, J. (2013). Factores endógenos y exógenos que impactan en el uso de la biblioteca en tres universidades del área metropolitana de Monterrey, Nuevo León. Revista Investigación Bibliotecológica, 27(61), 53-81.
Simmonds, P. and Andaleeb, S. (2001). Usage of Academic Libraries: The Role of Service Quality, Resources and User Characteristics. Library Trends, 49(4), 626-634.
Summers, D. (2006). Administración de la calidad. México: Editorial Pearsons.
Thompson, B., Kyrillidou, M. and Cook, C. (2007). User library service expectations in health science vs. other settings: a LibQUAL+ study. Health Information and Libraries Journal, 24, 38-45.
Toledo, M. y Maldonado, S. (2012). Propiedades psicométricas de una adaptación de LibQUAL+. Un estudio en bibliotecas de universidades mexicanas. Biblios, 49, 1-13.
Toner, L. (2008). Non-use of Library Services by Students in a UK Academic Library. Evidence Based Library and Information Practice, 3(2), 18-29.
Wilson, F. and Town, S. (2006). Benchmarking and library quality maturity. Performance Measurement and Metrics, 7(2), 7582.
Zeithaml, V., Parasuraman, A. and Berry, L. (1990). Delivering quality service: balancing customer perceptions and expectations. New York: Free Press.
In order to promote the development and dissemination of research in education in Latin America, the Ibero-American Journal for Educational Research and Development (RIDE) adhered to the Budapest Open Access Initiative, which is why it is identified as a Open access publication. This means that any user can read the complete text of the articles, print them, download them, copy them, link them, distribute them and use the contents for other purposes. Creative Cummons licenses allow users to specify the rights to use an open access journal available on the Internet in such a way that users know the rules of publication. Authors who publish in this journal accept the following conditions: Authors they keep the author's rights and give the magazine the right of the first publication, with the work registered with the attribution license of Creative Commons, which allows third parties to use the published material whenever they mention the authorship of the work and the first publication in this The authors can make other independent and additional contractual agreements for the non-exclusive distribution of the version of the article published in this journal (eg, include it in an institutional repository or publish it in a book) as long as they clearly indicate that The work was published for the first time in this magazine. Authors are allowed and recommended to publish their work. low on the Internet (for example on institutional or personal pages) before and during the review and publication process, as it can lead to productive exchanges and to a greater and faster dissemination of the published work
