Dimensions for the study of service quality in university libraries

Abstract

Are some dimensions that can guide studies on the quality of services in university libraries, taking as its premise the emerging challenges for higher education, demanding library services, patterned according to the needs of users and in tune with the demands of the new models curriculum, focusing on independent learning and continuing students, for which requires greater integration of library and information services to the processes of teaching and research universities. The methodology is based on documentary research techniques, combined with procedures of analysis, synthesis, comparison and integration of concepts and approaches. The results show that the dimensions to study the quality of services are: user expectations on quality, the perception that users build on the quality of service and satisfaction. In conclusion it is suggested that studies on the quality of services in academic libraries are essential at this time, because it enables valuable information on potential gaps between what users expect from services and what they ultimately receive, of what which could have deduced the joint services with the needs of users and the challenges posed by the curriculum models, which are demanding greater involvement of students in the training process.