Evaluación de la calidad percibida del servicio bibliotecario, aplicación en la Sede Bogotá de la Universidad Nacional de Colombia
ilustraciones, gráficas, tablas
- Autores:
-
González González, Leidy Viviana
- Tipo de recurso:
- Fecha de publicación:
- 2021
- Institución:
- Universidad Nacional de Colombia
- Repositorio:
- Universidad Nacional de Colombia
- Idioma:
- spa
- OAI Identifier:
- oai:repositorio.unal.edu.co:unal/80153
- Palabra clave:
- 020 - Bibliotecología y ciencias de la información
650 - Gerencia y servicios auxiliares::658 - Gerencia general
Mercadeo
Servicios de información e Internet; Software
Educación Superior • Instituciones de investigación
Servicios de información - evaluación
Information services - Evaluation
Community information services
Information services to the community
Servicios de información para la comunidad
Calidad percibida
Libqual
Bibliotecas universitarias
Perceived quality
University libraries
- Rights
- openAccess
- License
- Atribución-NoComercial-CompartirIgual 4.0 Internacional
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Evaluación de la calidad percibida del servicio bibliotecario, aplicación en la Sede Bogotá de la Universidad Nacional de Colombia |
| dc.title.translated.eng.fl_str_mv |
Perceived service quality evaluation in an academic library at Universidad Nacional de Colombia, campus Bogota |
| title |
Evaluación de la calidad percibida del servicio bibliotecario, aplicación en la Sede Bogotá de la Universidad Nacional de Colombia |
| spellingShingle |
Evaluación de la calidad percibida del servicio bibliotecario, aplicación en la Sede Bogotá de la Universidad Nacional de Colombia 020 - Bibliotecología y ciencias de la información 650 - Gerencia y servicios auxiliares::658 - Gerencia general Mercadeo Servicios de información e Internet; Software Educación Superior • Instituciones de investigación Servicios de información - evaluación Information services - Evaluation Community information services Information services to the community Servicios de información para la comunidad Calidad percibida Libqual Bibliotecas universitarias Perceived quality University libraries |
| title_short |
Evaluación de la calidad percibida del servicio bibliotecario, aplicación en la Sede Bogotá de la Universidad Nacional de Colombia |
| title_full |
Evaluación de la calidad percibida del servicio bibliotecario, aplicación en la Sede Bogotá de la Universidad Nacional de Colombia |
| title_fullStr |
Evaluación de la calidad percibida del servicio bibliotecario, aplicación en la Sede Bogotá de la Universidad Nacional de Colombia |
| title_full_unstemmed |
Evaluación de la calidad percibida del servicio bibliotecario, aplicación en la Sede Bogotá de la Universidad Nacional de Colombia |
| title_sort |
Evaluación de la calidad percibida del servicio bibliotecario, aplicación en la Sede Bogotá de la Universidad Nacional de Colombia |
| dc.creator.fl_str_mv |
González González, Leidy Viviana |
| dc.contributor.advisor.none.fl_str_mv |
Rojas-Berrio, Sandra Patricia |
| dc.contributor.author.none.fl_str_mv |
González González, Leidy Viviana |
| dc.contributor.researchgroup.spa.fl_str_mv |
Management and Marketing (mym) |
| dc.subject.ddc.spa.fl_str_mv |
020 - Bibliotecología y ciencias de la información 650 - Gerencia y servicios auxiliares::658 - Gerencia general |
| topic |
020 - Bibliotecología y ciencias de la información 650 - Gerencia y servicios auxiliares::658 - Gerencia general Mercadeo Servicios de información e Internet; Software Educación Superior • Instituciones de investigación Servicios de información - evaluación Information services - Evaluation Community information services Information services to the community Servicios de información para la comunidad Calidad percibida Libqual Bibliotecas universitarias Perceived quality University libraries |
| dc.subject.jel.spa.fl_str_mv |
Mercadeo Servicios de información e Internet; Software Educación Superior • Instituciones de investigación |
| dc.subject.lemb.esp.fl_str_mv |
Servicios de información - evaluación |
| dc.subject.lemb.eng.fl_str_mv |
Information services - Evaluation Community information services Information services to the community |
| dc.subject.lemb.spa.fl_str_mv |
Servicios de información para la comunidad |
| dc.subject.proposal.spa.fl_str_mv |
Calidad percibida Libqual Bibliotecas universitarias |
| dc.subject.proposal.eng.fl_str_mv |
Perceived quality University libraries |
| description |
ilustraciones, gráficas, tablas |
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2021 |
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2021-09-10T15:02:16Z |
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2021-09-10T15:02:16Z |
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2021 |
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Trabajo de grado - Maestría |
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info:eu-repo/semantics/masterThesis |
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info:eu-repo/semantics/acceptedVersion |
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http://purl.org/redcol/resource_type/TM |
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https://repositorio.unal.edu.co/handle/unal/80153 |
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Universidad Nacional de Colombia |
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Repositorio Institucional Universidad Nacional de Colombia |
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https://repositorio.unal.edu.co/ |
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https://repositorio.unal.edu.co/handle/unal/80153 https://repositorio.unal.edu.co/ |
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Universidad Nacional de Colombia Repositorio Institucional Universidad Nacional de Colombia |
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Afthanorhan, A., Awang, Z., Rashid, N., Foziah, H., & Ghazali, P. L. (2019). Assessing the effects of service quality on customer satisfaction. Management Science Letters, 9(1), 13–24. https://doi.org/10.5267/j.msl.2018.11.004 Ahmed, S. (2017). Service quality satisfaction: A comparative cross-sectional study of public and Private University Librarians in Pakistan. Libri, 67(4), 313–325. https://doi.org/10.1515/libri-2017-0011 Allen, L. E., & Taylor, D. M. (2017). The role of the academic Library Information Specialist (LIS) in teaching and learning in the 21st century. Information Discovery and Delivery, 45(1), 1–9. https://doi.org/10.1108/IDD-09-2016-0030 Asociación Española de Normalización y Certificación. (2015). Sistemas de gestión de la calidad Requisitos (ISO 9001:2015) (p. 43). Asociación Española de Normalización y Certificación. Association of College & Research Libraries. (2011). Standards for libraries in higher education (p. 30). Association of College & Research Libraries. (2015). Framework for Information Literacy for Higher Education (p. 18). Association of College & Research Libraries. (2018). Standards for libraries in higher education (p. 32). Association of College and Research Libraries. Association of Research Libraries. (2018). 2018 Survey. Astrachan, C. B., Patel, V. K., & Wanzenried, G. (2014). A comparative study of CB-SEM and PLS-SEM for theory development in family firm research. Journal of Family Business Strategy, 5(1), 116–128. https://doi.org/10.1016/j.jfbs.2013.12.002 Cabrerizo, F. J., López-Gijón, J., Martínez, M. A., Morente-Molinera, J. A., & Herrera-Viedma, E. (2017). A Fuzzy Linguistic Extended LibQUAL+ Model to Assess Service Quality in Academic Libraries. International Journal of Information Technology & Decision Making, 16(01), 225–244. https://doi.org/10.1142/S0219622015500406 Caravia, S. (2009). La biblioteca y su organización (Segunda). Ediciones Trea. Chicaíza-Becerra, L., Riaño-Casallas, M. I., Rojas-Berrio, S., & Garzón-Santos, C. (2017). Revisión Sistemática de la Literatura en Administración (p. 18). https://doi.org/10.13140/RG.2.2.15345.89443 Choshaly, S. H., & Mirabolghasemi, M. (2019). Using SEM-PLS to assess users satisfaction of library service quality: evidence from Malaysia. Library Management, 40(3/4), 240–250. https://doi.org/10.1108/LM-03-2018-0023 Comité Permanente de Bibliotecas de Instituciones de Educación Superior de Bogotá. (2005). Estándares e indicadores de calidad para bibliotecas de instituciones de educación superior. Consejo Nacional de Acreditación. (2013). Lineamientos para la acreditación de programas de Pregrado (p. 52). Consejo Nacional de Educación Superior - CESU. (2020). Acuerdo 02 de 2020 (p. 63). Cook, C., & Heath, F. (2001). Users’ Perceptions of Library Service Quality: A LibQUAL+ Qualitative Study. Library Trends, 49(4), 548–584. Cook, C., & Thompson, B. (2001). Psychometric Properties of Scores from the Web-Based LibQUAL+ Study of Perceptions of Library Service Quality. Library Trends , 49(4), 585–604. Cox, J. (2018). Positioning the Academic Library within the Institution: A Literature Review. New Review of Academic Librarianship, 24(3–4), 219–243. https://doi.org/10.1080/13614533.2018.1466342 Crosby, P. B. (1987). La calidad no cuesta : el arte de cerciorarse de la calidad (O. Díaz (ed.)). CECSA - Compañía Editorial Continental S.A. Dahan, S. M., Taib, M. Y., Zainudin, N. M., & Ismail, F. (2016). Surveying Users’ Perception of Academic Library Services Quality: A Case Study in Universiti Malaysia Pahang (UMP) Library. Journal of Academic Librarianship, 42(1), 38–43. https://doi.org/10.1016/j.acalib.2015.10.006 de Cárdenas Cristía, A. C., & Fernández Figueroa, L. (2015). Producción científica sobre evaluación de bibliotecas universitarias en scopus y wos en el período 2003-2014. Revista Cubana de Información en Ciencias de la Salud, 26(3), 245–259. de Jager, K. (2017). Approaches to impact evaluation in academic libraries: A review of a new ISO standard. IFLA Journal, 43(3), 282–287. https://doi.org/10.1177/0340035217696321 Departamento Administrativo Nacional de Estadística – DANE. (2018). Encuesta nacional de lectura - 2017. División de Bibliotecas Sede Bogotá - Universidad Nacional de Colombia. (2019). Informe de gestión 2018. Fagan, J. C. (2014). The dimensions of library service quality: A confirmatory factor analysis of the LibQUAL plus instrument. Library and Information Science Research, 36(1), 36–48. https://doi.org/10.1016/j.lisr.2013.10.003 Fallin, L. (2016). Beyond books: the concept of the academic library as learning space. New Library World, 117(5–6), 308–320. https://doi.org/10.1108/NLW-10-2015-0079 Fan, Y., Panneerselvam, J., & Liu, L. (2018). The Cost Function and Improvement Strategies of Service Quality of University Library under New Information Environments. Proceedings - 2017 IEEE International Conference on Internet of Things, IEEE Green Computing and Communications, IEEE Cyber, Physical and Social Computing, IEEE Smart Data, IThings-GreenCom-CPSCom-SmartData 2017, 2018-Janua, 208–216. https://doi.org/10.1109/iThings-GreenCom-CPSCom-SmartData.2017.36 Fonseca, L. M. (2015). From Quality Gurus and TQM To ISO 9001:2015: A review of several quality Paths. International Journal for Quality Research, 9(1), 167–180. Frías-Navarro, D. (2019). Apuntes de consistencia interna de las puntuaciones de un instrumento de medida. Fun Ip, R., & Wagner, C. (2019). LibQual+® as a predictor of library success: Extracting new meaning through structured equation modeling. Journal of Academic Librarianship, 46(2), 102102. https://doi.org/10.1016/j.acalib.2019.102102 Gallo León, J. P. (2017). La evaluación de infraestructuras y edificios de biblioteca: Faulkner-Brown frente al cuestionario de la IFLA. Investigación Bibliotecológica. Archivonomía, Bibliotecología e Información, 31(72), 81–111. https://doi.org/10.22201/IIBI.0187358XP.2017.72.57825 Gathoni, N., & Van der Walt, T. (2019). Evaluating library service quality at the Aga Khan University library: Application of a total quality management approach. Journal of Librarianship and Information Science, 51(1), 123–136. https://doi.org/10.1177/0961000616679725 Gelfand, M. A. (1968). University libraries for developing countries. Organización de las Naciones Unidas para la Educación, la Ciencia y la Cultura - UNESCO. Ghaedi, R., Valizadeh-Haghi, S., Ahmadi, E., Zeraatkar, Z., & Baghestani, A. R. (2020). Gaps between users expectations and their perceptions on service quality of college libraries of Shahid Beheshti university of medical sciences: A case study. DESIDOC Journal of Library and Information Technology, 40(2), 479–484. https://doi.org/10.14429/djlit.40.02.14958 Graves, T. (2017). No Satisfaction? But We Try, and We Try, and We Try! Serials Review, 43(3–4), 246–250. https://doi.org/10.1080/00987913.2017.1368072 Greenwood, J., Watson, A. P., & Dennis, M. (2011). Ten Years of LibQual: A Study of Qualitative and Quantitative Survey Results at the University of Mississippi 2001–2010. The Journal of Academic Librarianship, 37(4), 312–318. https://doi.org/10.1016/J.ACALIB.2011.04.005 Hair, J. F., Hult, T. G., Ringle, C., & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (Segunda). Sage. Herdiansyah, H., Andre, S., Hidayat, H., Gema, A., Irawan, Z., Tjandra, I., & Mutia, D. (2017). Analysis of environmental friendly library based on the satisfaction and service quality: study at Library “X”. Earth and Environmental Science. https://doi.org/10.1088/1755-1315/88/1/012030 Hossain, M. J. (2016). Determining the Key Dimensions for Evaluating Service Quality and Satisfaction in Academic Libraries. International Information & Library Review, 48(3), 176–189. https://doi.org/10.1080/10572317.2016.1205350 Hossain, M. J. (2019). Redefining Expectancy Disconfirmation Theory using LIS SERVQUAL+: An Integrated Framework for evaluating Library Service Quality and User Satisfaction. International Information & Library Review, 51(3), 203–216. https://doi.org/10.1080/10572317.2018.1496316 IFLA - International Federation of Library Associations and Institutions. (2017). Library Map of the World. https://librarymap.ifla.org/map/Metric/Number-of-libraries/LibraryType/All-Libraries/Country/Colombia/Weight/Totals-by-Country International Organization for Standardization - ISO. (2014). ISO 16439:2014 Information and documentation - Methods and procedures for assessing the impact of libraries. Jackson, B. (2015). University Rankings: How Well Do They Measure Library Service Quality? Portal: Libraries & the Academy, 15(2), 315–330. https://doi.org/10.1353/pla.2015.0026 Jayasundara, C. (2015). Business Domains for Boosting Customer Satisfaction in Academic Libraries. Journal of Academic Librarianship, 41(3), 350–357. https://doi.org/10.1016/j.acalib.2015.02.014 Khan, B., & Tripathi, T. (2016). Performance audit through LibQUAL+ technique: The experience of Burdwan University and Visva-Bharati library users. Library Philosophy & Practice, 2016(1). Kiran, K., & Diljit, S. (2012). Modeling Web-based library service quality. Library & Information Science Research, 34(3), 184–196. https://doi.org/10.1016/j.lisr.2012.02.005 Kiriri, P. N. (2019). Reliability and validity of a Libqual Scale: A case of a private university in Kenya. DBA Africa Management Review, 9(1). Kotler, P., Armstrong, G., & Benassini, M. (2012). Fundamentos de marketing. Pearson. Lázaro-Rodríguez, P., López-Gijón, J., Alonso, S., & Herrera-Viedma, E. (2020). Current topics in LibQUAL+® studies: The paradigms of the informative and the social-maker library and the gender issue as reflections of the social reality. Revista Espanola de Documentacion Cientifica, 43(2), 1–18. https://doi.org/10.3989/redc.2020.2.1649 Lilburn, J. (2017). Ideology and audit culture: standardized service quality surveys in academic libraries. Portal: Libraries & the Academy, 17(1), 91–110. Mallya, J., & Patwardhan, V. (2018). Hospitality students’ perception of college library service quality: Importance-performance analysis. DESIDOC Journal of Library and Information Technology, 38(2), 125–131. https://doi.org/10.14429/djlit.38.2.11449 Mehrjerdi, Y. Z. (2017). Library performance evaluation in a dynamic environment using patron satisfaction. The Electronic Library, 35(2), 374–390. https://doi.org/10.1108/EL-02-2015-0022 Ministerio de Educación Nacional. (2017). Estadísticas - Sistema Nacional de Información de la Educación Superior. http://www.mineducacion.gov.co/sistemasdeinformacion/1735/w3-article-212400.html Mohindra, R., & Kumar, A. (2015). User satisfaction regarding quality of library services of A.C. Joshi Library, Panjab University, Chandigarh. DESIDOC Journal of Library and Information Technology, 35(1), 54–60. https://doi.org/10.14429/djlit.35.1.8072 Moore, M. T. (2017). Constructing a sentiment analysis model for LibQUAL+ comments. Performance Measurement and Metrics, 18(1), 78–87. https://doi.org/10.1108/PMM-07-2016-0031 Moraes de Bem, R., Coelho de Souza, C., & Aparecida Dandolini, G. (2016). Knowledge management framework to the university libraries. Library Management, 37(4–5), 221–236. https://doi.org/10.1108/LM-01-2016-0005 Morales, M., Ladhari, R., Reynoso, J., Toro, R., & Sepulveda, C. (2011). Factor structure and psychometric properties of a Spanish version of LibQUAL+TM. Performance Measurement & Metrics, 12(1), 23–37. https://doi.org/10.1108/14678041111124270 Nitecki, D. (1996). Changing the concept and measure of service quality in academic libraries. Journal of Academic Librarianship, 22(3), 181–190. https://doi.org/10.1016/S0099-1333(96)90056-7 Nitecki, D., Wiggins, J., & Turner, N. B. (2015). Assessment is not enough for libraries to be valued. Performance Measurement & Metrics, 16(3), 197–210. Orera-Orera, L. (2007). The university library in the context of the new social and educational model. Profesional de la Informacion, 16(4), 329–337. https://doi.org/10.3145/epi.2007.jul.07 Parasuraman, A., Zeithaml, V., & Berry, L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50. https://doi.org/10.2307/1251430 Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40. https://doi.org/10.1016/S0148-2963(99)00084-3 Pineda, U., Estrada, M., & Parra, C. M. (2011). Aplicación del modelo Servqual y herramientas de ingeniería de la calidad para la planificacion del servicio en la Biblioteca Central de la Universidad de Antioquia. Revista Interamericana de Bibliotecologia, 34, 243–255. Rafaeli, A., Altman, D., Gremler, D., Huang, M.-H., Grewal, D., Iyer, B., Parasuraman, A., & De Ruyter, K. (2017). The future of frontline research: invited commentaries. Journal of Service Research, 20(1), 91–99. https://doi.org/10.1177/1094670516679275 Ramezani, A., Ghazimirsaeed, S. J., Azadeh, F., Bandboni, M. E., & YektaKooshali, M. H. (2018). A meta-analysis of service quality of Iranian university libraries based on the LibQUAL model. Performance Measurement & Metrics, 19(3), 186–202. https://doi.org/10.1108/PMM-05-2017-0014 Red Universitaria Metropolitana de Bogotá. Comité de Bibliotecas. (2018). Lineamientos e indicadores para las bibliotecas académicas innovadoras (p. 40). Red Universitaria Metropolitana de Bogotá-RUMBO. Red Universitaria metropolitana de Bogotá. (2016). Informe final: Diagnóstico de la situación actual y desarrollo de las iniciativas relacionadas con bibliotecas universitarias de la ciudad de Bogotá, pertenecientes a la Red RUMBO. Saunders, M., Lewis, P., & Thornhill, A. (2019). Chapter 4: Understanding research philosophy and approaches to theory development. En Research Methods for Business Students (8a ed.). Pearson Education Limited. Selga-Cristobal, A. (2018). Expectations on Library Services, Library Quality (LibQual) Dimension and Library Customer Satisfaction: Relationship to Customer Loyalty. Library Philosophy & Practice, 1–23. Sistema de Acreditación Regional de Carreras Universitarias - ARCU-SUR. (2016). Formulario para la recolección de datos e información (p. 14). Sistema de Acreditación Regional de Carreras Universitarias - ARCU-SUR. Soares-Silva, D., de Moraes, G. H. S. M., Cappellozza, A., & Morini, C. (2020). Explaining library user loyalty through perceived service quality: What is wrong? Journal of the Association for Information Science and Technology, 71(8), 954–967. https://doi.org/10.1002/asi.24313 Subrahmanyam, A. (2017). Relationship between service quality, satisfaction, motivation and loyalty. Quality Assurance in Education, 25(2), 171–188. https://doi.org/10.1108/QAE-04-2013-0016 Suresh, M., & Mohan, D. (2015). Service Quality and its impact on user satisfaction in Indian University Library. En K. M. & K. N. (Eds.), 2015 IEEE International Conference on Computational Intelligence and Computing Research and (pp. 1–3). Institute of Electrical and Electronics Engineers Inc. https://doi.org/10.1109/ICCIC.2015.7435792 Toledo Sánchez, M. D. C., Maldonado-Radillo, S. E., & López Torres, V. G. (2012). Propiedades psicométricas de una adaptación de LibQUAL+. Un estudio en bibliotecas de universidades mexicanas. Biblios: Journal of Librarianship and Information Science, 49, 1–13. https://doi.org/10.5195/biblios.2012.72 Tooranloo, H. S., Ayatollah, A. S., & Marvasti, M. T. (2018). Diagnosing the service quality improvement of university libraries in intuitionistic fuzzy environment. Malaysian Journal of Library and Information Science, 23(3), 69–91. https://doi.org/10.22452/mjlis.vol23no3.5 UNESCO. (1971). Recomendación sobre la normalización internacional de las estadísticas relativas a las bibliotecas. Actas de la 16.a Conferencia General, 164. Universidad Nacional de Colombia. (2013). Protocolo de Atención y Servicio al Usuario (pp. 1–16). Universidad Nacional de Colombia. Universidad Nacional de Colombia. (2016). Plan de acción 2016-2018, Un campus de excelencia al servicio de la paz (p. 42). Universidad Nacional de Colombia. Universidad Nacional de Colombia. (2017). Informe de auditoría a la gestión de procesos y servicios bibliotecarios. Urquhart, C. (2018). Principles and practice in impact assessment for academic libraries. Information and Learning Science, 119(1/2), 121–134. https://doi.org/10.1108/ILS-06-2017-0053 Vázquez, R., Rodríguez, I., & Díaz, A. (1996). Estructura multimensional de la calidad de servicio en cadenas de supermercados: desarrollo y validación de la escala CALSUPER. Waqar, A., Muhammad, S. S., & Ghulam, F. M. (2015). Service quality of library front desk staff in medical colleges of Lahore. Library Management, 36(1/2). https://doi.org/10.1108/LM-05-2014-0056 Watson, L. (2017). El diseño de la biblioteca universitaria del siglo XXI: ideas y tendencias. BiD: textos universitaris de biblioteconomia i documentació, 38. Wu, Y.-L., Tao, Y.-H., Chang, D.-Y., & Huang, T.-M. (2015). The dimensions of service quality at college computer center: Scale development and validation. En W. K., U. S., W. L., O. K., & T. I.-H. (Eds.), 2nd International Conference on Multidisciplinary Social Networks Research, MISNC 2015 (Vol. 540, pp. 381–392). Springer Verlag. https://doi.org/10.1007/978-3-662-48319-0_31 Zhang, Y. L., Bi, R. F., & Xiao, M. (2017). Studying on Enhancing Readers’ Satisfaction Model of Electronic Service Quality in Library Based on LibQUAL+ and Kano. Procedia Engineering, 174, 260–266. https://doi.org/10.1016/j.proeng.2017.01.132 |
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Atribución-NoComercial-CompartirIgual 4.0 Internacionalinfo:eu-repo/semantics/openAccesshttp://purl.org/coar/access_right/c_abf2Rojas-Berrio, Sandra Patricia8dbb4f27039155e82c6e8c8e6a01a2fbGonzález González, Leidy Viviana8aef9c35118fc16734324d51a0ae0e47Management and Marketing (mym)2021-09-10T15:02:16Z2021-09-10T15:02:16Z2021https://repositorio.unal.edu.co/handle/unal/80153Universidad Nacional de ColombiaRepositorio Institucional Universidad Nacional de Colombiahttps://repositorio.unal.edu.co/ilustraciones, gráficas, tablasEl objetivo de este trabajo final de maestría fue evaluar la calidad percibida por los usuarios del servicio bibliotecario de la Sede Bogotá de la Universidad Nacional de Colombia a través de la escala LibQual. Este instrumento, que está compuesto por 22 ítems en la versión original de la ACRL y 7 ítems diseñados y adicionados específicamente para el contexto de la institución, fue aplicado a 292 usuarios de la Biblioteca, identificados como estudiantes de pregrado, estudiantes de posgrado, profesores, egresados y funcionarios de la Universidad. Los datos recolectados fueron analizados a través de SPSS y se utilizaron para modelar ecuaciones estructurales de mínimos cuadrados parciales a partir de SmartPLS. Los principales hallazgos indican que el instrumento Libqual es aplicable al contexto colombiano, particularmente en Bogotá, dado que se comporta de manera similar a casos identificados en la literatura. Así mismo, la dimensión Relación afectiva con el servicio es la que mayor contribución genera en la satisfacción del usuario (0.574), la dimensión Biblioteca como espacio (0.199) contribuye en menor medida. El 79% de la satisfacción de los usuarios es explicada por la calidad percibida en la prestación de los servicios bibliotecarios. Se espera que la anterior información permita a las bibliotecas académicas y a las universidades utilizar estos referentes como base para la formulación y ejecución de estrategias que mejoren la calidad percibida por los usuarios del servicio bibliotecario y en segunda medida, mejoren su satisfacción. Una de las principales limitantes de los hallazgos de este estudio es el tamaño de muestra, por tanto, la aplicabilidad de los resultados a diferentes instituciones deberá validarse previamente. Como sugerencia para investigaciones futuras, será pertinente conocer si existen diferencias significativas en la adopción del constructo en comunidades pertenecientes a instituciones de educación superior privadas de Bogotá. (Texto tomado de la fuente)The purpose of this work is to evaluate perceived service quality at a university library in Bogota city through the LibQual scale. This survey instrument is composed of 22 items in the ACRL’s original version and 7 items added specifically for the context of this institution, was applied to 292 users of the Library, identified as undergraduate students, graduate students, professors, graduates, and University officials. To do this process was necessary to include translation, expert judgment, and cognitive validity to do a cultural adaptation process. The data were analyzed through SPSS and used to model partial least squares structural equations from SmartPLS. The main findings indicate that the Libqual survey is valid in the Colombian context, particularly in Bogota. It has similar behavior to cases identified in the literature. The Affect of Service dimension generates the greatest contribution to user satisfaction (0.574) and the Library as a space dimension (0.199) has the lowest contribution. Seventy-nine percent of user satisfaction is explained by the perceived quality of the library services. This information will allow academic libraries and universities to use these references as a basis for the formulation and implementation of strategies to improve the quality perceived by library service users and to improve their satisfaction. One of the main limitations of the findings of this study is the sample size; therefore, the applicability of the results to different institutions should be previously validated. As a suggestion for future research, it will be pertinent to know if there are significant differences in the adoption of the construct in communities belonging to private higher education institutions in Bogota.MaestríaMagíster en AdministraciónEl diseño metodológico de la investigación se basa en el paradigma pospositivista, a partir del esquema expuesto por Saunders et al., (2019) bajo el tipo de pensamiento deductivo, con elección metodológica cuantitativa, ejecutada a través de la encuesta como estrategia, se propone un estudio correlacional y de varianza explicada de mínimos cuadrados parciales a través de ecuaciones estructuradas, bajo un diseño no experimental y transversal cómo se ha concebido la escala Libqual.Gestión funcional - Marketingxvi, 122 páginasapplication/pdfapplication/x-compressedspaUniversidad Nacional de ColombiaBogotá - Ciencias Económicas - Maestría en AdministraciónEscuela de Administración y Contaduría PúblicaFacultad de Ciencias EconómicasBogotá, ColombiaUniversidad Nacional de Colombia - Sede Bogotá020 - Bibliotecología y ciencias de la información650 - Gerencia y servicios auxiliares::658 - Gerencia generalMercadeoServicios de información e Internet; SoftwareEducación Superior • Instituciones de investigaciónServicios de información - evaluaciónInformation services - EvaluationCommunity information servicesInformation services to the communityServicios de información para la comunidadCalidad percibidaLibqualBibliotecas universitariasPerceived qualityUniversity librariesEvaluación de la calidad percibida del servicio bibliotecario, aplicación en la Sede Bogotá de la Universidad Nacional de ColombiaPerceived service quality evaluation in an academic library at Universidad Nacional de Colombia, campus BogotaTrabajo de grado - Maestríainfo:eu-repo/semantics/masterThesisinfo:eu-repo/semantics/acceptedVersionTexthttp://purl.org/redcol/resource_type/TMAfthanorhan, A., Awang, Z., Rashid, N., Foziah, H., & Ghazali, P. 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Procedia Engineering, 174, 260–266. https://doi.org/10.1016/j.proeng.2017.01.132BibliotecariosEstudiantesInvestigadoresLICENSElicense.txtlicense.txttext/plain; charset=utf-83964https://repositorio.unal.edu.co/bitstream/unal/80153/1/license.txtcccfe52f796b7c63423298c2d3365fc6MD51ORIGINAL1012336615.2021.pdf1012336615.2021.pdfTrabajo de Maestría en Administraciónapplication/pdf3742629https://repositorio.unal.edu.co/bitstream/unal/80153/2/1012336615.2021.pdf513ce8cea71e1a71c74ee74508811bd6MD521012336615.2021_A.zip1012336615.2021_A.zipAnexos Trabajo final de Maestría en Administraciónapplication/octet-stream2344918https://repositorio.unal.edu.co/bitstream/unal/80153/3/1012336615.2021_A.zip32fb9046b2ef0907f943bc010332de87MD53THUMBNAIL1012336615.2021.pdf.jpg1012336615.2021.pdf.jpgGenerated Thumbnailimage/jpeg5044https://repositorio.unal.edu.co/bitstream/unal/80153/4/1012336615.2021.pdf.jpge954e8f3465cc6b1f3ab5f80f041ede0MD54unal/80153oai:repositorio.unal.edu.co:unal/801532023-07-27 23:04:02.985Repositorio Institucional Universidad Nacional de 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