Satisfacción del servicio bibliotecario en una universidad pública del estado de Tabasco

Abstract

The main objective of the research is to analyze the level of user satisfaction, as well as to identify the influencing factors in the Manuel Bartlett Bautista central library lo-cated at the Juárez Autónoma University in the Centro municipality, Tabasco. The research is of a quantitative type with a descriptive scope and a non-experimental de-sign, the variables are analyzed independently, the unit of analysis was the Academic Division of Administra-tive Economic Sciences (DACEA), with a total popula-tion of 3,956 active students, of which 458 participated in the satisfaction study, five dimensions of service quality. The factors that significantly influenced the results are: the female gender, who showed greater satisfaction in the dimensions of tangibility, response time and security; the economics and marketing degrees also marked differ-ences between the security dimension, one more factor that influenced was internet connectivity in the empathy dimension, adding that users with a job show less satis-faction. It was concluded that the users are satisfied, hav-ing to improve in the aspects of significance for the well-being and increase of the users in the library.