Resumen

CUESTA RODRIGUEZ, Floriselda et al. Design of a model to evaluate the quality of services offered by university libraries. Rev. cuba. inf. cienc. salud [online]. 2013, vol.24, n.3, pp. 269-288. ISSN 2307-2113.

The quality of services related to many of the activities performed by university institutions is crucially important, and influences the acquisition of information and knowledge by the members of the organization. The objective of this work is to contribute the design of a model to evaluate the quality of services offered by university libraries in the province of Camagüey, developed according to the haracteristics of each institution. The document analysis, analytic-synthetic and modeling methods were applied, as well as the techniques of direct observation, paper and electronic communication, personal and impersonal documentation, and experimentation. The population chosen for the research included both persons related to library services and users from the academic and scientific community at six university libraries in the province of Camagüey. The new model consists of a computational tool with a system of indicators and operations facilitating the work of the specialist in charge of the internal evaluation of library services at universities.

Palabras clave : university libraries; services; evaluation; quality.

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