Análisis de la calidad de los servicios de la Biblioteca en la Facultad de Ingeniería Mecánica y Eléctrica de la Universidad Veracruzana en Poza Rica Veracruz, México

Abstract

Evaluating the quality of the services provided by the Library is important for any educational institution as this allows knowing the degree of satisfaction of the users and the needs required under demand of opinion with the objective of subsequently carrying out a planning with strategies and actions that support the improvement of them. The present research work is an analysis study made to the services provided by the Library to users of the Faculty of Mechanical and Electrical Engineering of the Universidad Veracruzana in Poza Rica Veracruz, Mexico, using an opinion survey applied to a sample. of 150 people (students and academics). The opinion survey allows the identification of attention and orientation indexes, security in shelters, shelving services, bibliographical stock, comfortable spaces and equipment, application of regulations, virtual library support and the conservation of bibliographies, among others. The results obtained from the study provide different degrees of satisfaction of the services provided by the library and also show aspects that require planning and implementation of strategies and actions to improve the quality of the same.