Quality indicators and user satisfaction in university libraries

The assessment of the quality of service and user satisfaction in university libraries contributes to the design and implementation of actions that respond to the needs expressed by the university population, to the optimization of resources and to the impact in the increase of the quality of services offered. The results of the assessment carried out in four university libraries which are part of the Jesuit University System are presented. The methodology used is the Structural Equation Modeling (SEM), through which quality of service, value of service, user satisfaction and user loyalty are measured. The validity and reliability of the model designed and implemented for the generation of indicators are verified. The online self-administered survey that feeds the model was applied to the users of participating institutions.