Aplicación del modelo Servqual y herramientas de ingeniería de la calidad para la planificación del servicio en la Biblioteca Central de la Universidad de Antioquia
This article is the result of research conducted at the University of Antioquia Central Library in 2010. The formulated questions were: what are the fundamentals that affect the quality of service perceived by users of the Central Library of the University of Antioquia? How to establish adequate ser...
| Main Authors: | , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Universidad de Antioquía
2011-01-01
|
| Series: | Revista Interamericana de Bibliotecología |
| Subjects: | |
| Online Access: | http://aprendeenlinea.udea.edu.co/revistas/index.php/RIB/article/view/11964/10842 |
| _version_ | 1811273168286908416 |
|---|---|
| author | Uriel Pineda Margarita Estrada Carlos Mario Parra |
| author_facet | Uriel Pineda Margarita Estrada Carlos Mario Parra |
| author_sort | Uriel Pineda |
| collection | DOAJ |
| description | This article is the result of research conducted at the University of Antioquia Central Library in 2010. The formulated questions were: what are the fundamentals that affect the quality of service perceived by users of the Central Library of the University of Antioquia? How to establish adequate service standards to meet the requirements of users overcome the practice of only meeting the minimum quality requirements? The research design was descriptive type. The SERVQUAL model was applied with the combination of quality engineering techniques as the Quality Function Deployment matrix (QFD) and statistical techniques such as factor analysis. The result was a methodology that leads to identify critical service standards to meet the requirements of users, and also sets the foundation for the formulation of a value package that goes beyond the minimum quality requirements in the service of library. |
| first_indexed | 2024-04-12T22:53:10Z |
| format | Article |
| id | doaj.art-0bea9753b8b44fe7a631fd46c8fd61d4 |
| institution | Directory Open Access Journal |
| issn | 0120-0976 |
| language | English |
| last_indexed | 2024-04-12T22:53:10Z |
| publishDate | 2011-01-01 |
| publisher | Universidad de Antioquía |
| record_format | Article |
| series | Revista Interamericana de Bibliotecología |
| spelling | doaj.art-0bea9753b8b44fe7a631fd46c8fd61d42022-12-22T03:13:16ZengUniversidad de AntioquíaRevista Interamericana de Bibliotecología0120-09762011-01-01343243255Aplicación del modelo Servqual y herramientas de ingeniería de la calidad para la planificación del servicio en la Biblioteca Central de la Universidad de AntioquiaUriel PinedaMargarita EstradaCarlos Mario ParraThis article is the result of research conducted at the University of Antioquia Central Library in 2010. The formulated questions were: what are the fundamentals that affect the quality of service perceived by users of the Central Library of the University of Antioquia? How to establish adequate service standards to meet the requirements of users overcome the practice of only meeting the minimum quality requirements? The research design was descriptive type. The SERVQUAL model was applied with the combination of quality engineering techniques as the Quality Function Deployment matrix (QFD) and statistical techniques such as factor analysis. The result was a methodology that leads to identify critical service standards to meet the requirements of users, and also sets the foundation for the formulation of a value package that goes beyond the minimum quality requirements in the service of library.http://aprendeenlinea.udea.edu.co/revistas/index.php/RIB/article/view/11964/10842service qualityquality function deploymentplanning service |
| spellingShingle | Uriel Pineda Margarita Estrada Carlos Mario Parra Aplicación del modelo Servqual y herramientas de ingeniería de la calidad para la planificación del servicio en la Biblioteca Central de la Universidad de Antioquia Revista Interamericana de Bibliotecología service quality quality function deployment planning service |
| title | Aplicación del modelo Servqual y herramientas de ingeniería de la calidad para la planificación del servicio en la Biblioteca Central de la Universidad de Antioquia |
| title_full | Aplicación del modelo Servqual y herramientas de ingeniería de la calidad para la planificación del servicio en la Biblioteca Central de la Universidad de Antioquia |
| title_fullStr | Aplicación del modelo Servqual y herramientas de ingeniería de la calidad para la planificación del servicio en la Biblioteca Central de la Universidad de Antioquia |
| title_full_unstemmed | Aplicación del modelo Servqual y herramientas de ingeniería de la calidad para la planificación del servicio en la Biblioteca Central de la Universidad de Antioquia |
| title_short | Aplicación del modelo Servqual y herramientas de ingeniería de la calidad para la planificación del servicio en la Biblioteca Central de la Universidad de Antioquia |
| title_sort | aplicacion del modelo servqual y herramientas de ingenieria de la calidad para la planificacion del servicio en la biblioteca central de la universidad de antioquia |
| topic | service quality quality function deployment planning service |
| url | http://aprendeenlinea.udea.edu.co/revistas/index.php/RIB/article/view/11964/10842 |
| work_keys_str_mv | AT urielpineda aplicaciondelmodeloservqualyherramientasdeingenieriadelacalidadparalaplanificaciondelservicioenlabibliotecacentraldelauniversidaddeantioquia AT margaritaestrada aplicaciondelmodeloservqualyherramientasdeingenieriadelacalidadparalaplanificaciondelservicioenlabibliotecacentraldelauniversidaddeantioquia AT carlosmarioparra aplicaciondelmodeloservqualyherramientasdeingenieriadelacalidadparalaplanificaciondelservicioenlabibliotecacentraldelauniversidaddeantioquia |