Evaluación y propuesta de mejora de la calidad de servicios en el centro de documentación regional “Juan Bautista Vázquez”, de la Universidad de Cuenca

Abstract

This research focused on evaluating and improving the quality of services at the Regional Documentation Center "Juan Bautista Vázquez" in the Cuenca University. The population under study amounted to 15,677 people, which required the calculation of a sample of 375, composed of 16 teachers, 1 library staff member and 358 students legally enrolled in the first regular period of 2020. Techniques used were direct observation and survey. The results highlight the need to provide a quality service to the user, so most of the respondents expressed the need to better manage the availability of seats, besides maintaining an ideal number of physical and electronic books, considering that there are many visits, regardless of the time and day of the week. We concluded that the institution requires guidance to provide an excellent service to users. Implementing this improvement proposal recommends exercising an adequate management of activities and thus facilitate tactical and strategic management, within the framework of globalization and organizational competitiveness, serving as a tool to face administrative innovations, ensuring the quality of library service and the adequate use of resources to ensure sustainability in the short, medium, and long term