Challenges in the quality of the university library service: a case study

Abstract

The study proposes a set of actions to improve the quality of services in the University Library of the Faculty of Mathematics, Physics and Computer Science of the Central University "Marta Abreu" of Las Villas. From a mixed approach with the use of qualitative and quantitative methods, opportunities for improvement in the Library service are identified. Key variables are defined: management, communication, human resources, physical and technological infrastructure. Subsequently, a diagnosis is made, and the main opportunities are stated, which were used for the conformation of actions by variables for the improvement of the quality of the services in the library. In contemporary higher education management models and systems, there is a marked orientation towards quality and its management from a holistic viewpoint, as well as considering the availability of timely and updated information in the service of the organizational units as a key factor to achieve the quality levels aspired to. The logical sequence followed for the achievement of the objective showed its feasibility by allowing to obtain a set of actions that, when applied, had a positive impact on the quality of library services.