Más allá de las estrellas: un análisis cuantitativo de valoraciones y reseñas en Google Maps de las Bibliotecas Públicas Municipales de Valencia (2012-2023)

Abstract

In the digital age, online ratings and reviews are essential for making informed decisions, and their influence expands beyond the business sphere, encompassing cultural and educational sectors such as libraries. Google Maps stands out as a key tool that allows users to express opinions on various aspects of libraries. This paper carries out a quantitative analysis of all the ratings and reviews on Google Maps of the Municipal Public Libraries of Valencia until 2023. The methodology followed includes the creation of two indicators to measure the proportion of reviews and the response to them by of the libraries. The results show that, despite obtaining mostly positive ratings, a slight decrease in satisfaction is observed compared to other papers. The number of ratings and reviews experience constant growth over time, confirming the trend of other research, although the library response rate to reviews is low. It is extremely important to address this low rate to identify key areas that drive continuous improvement and quality of library services and facilities.