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Analysis of the library services UPB
Stephania Hernández Valbuena
Santiago Martínez Rueda
Universidad Pontificia Bolivariana
2016
ABSTRACT
The objective of the research is to know how satisfied are the users with the library
services at the UPB, so we can make an analysis of their necessities and to know how
well they are using their tools and technology.
Key words: services, users, library, tools
Data analysis
1. El proceso de prestar un libro u otro material es por lo general rapido?
si
no
15
8
23
65%
35%
100%
2. es facil encontrar libros u otros materiales en la biblioteca
si
no
algunas veces
2
18
3
23
9%
78%
13%
100%
23
0
23
100%
0
100%
3. se encuentra satisfecho con las instalaciones de la biblioteca?
de acuerdo
en desacuerdo
4.al momento de sacar fotocpias el servicio es agil?
si
no
17
6
23
74%
26%
100%
5.el servicio de alejandria es util para usted como herramienta en la busqueda
de libros u otros materiales?
siempre
casi siempre
algunas veces
nunca
3
8
9
3
23
13%
35%
39%
13%
100%
6. esta de acuerdo con el horario establecido por la biblioteca de la universidad?
si
no
23
0
23
100%
0
100%
7. esta de acuerdo con el valor en la multa por devolucion tardia de libros u otros materiales?
de acuerdo
en desacuerdo
5
18
23
10. en cuanto al personal pr lo general esta dispuesto a escuchar sus solicitudes o
sugerencias
siempre
casi siempre
algunas veces
nunca
16
4
2
1
23
22%
78%
100%
70%
17%
9%
4%
100%
8. se encuentra satisfecho con el periodo de tiempo en el prestamo de los libros y materiales de
la biblioteca?
muy satisfecho
satisfecho
poco satisfecho
insatisfecho
2
10
6
5
23
9%
43%
26%
22%
100%
9. piensa que la biblioteca brinda facilidad para renovar el prestamo de los libros y materiales?
si
no
17
6
23
74%
26%
100%
Graphics:
16
14
12
10
8
6
4
2
0
1. el proceso de
prestar un libro u otro
material es por lo
general rapido?
si
no
1
2
3
4
5
18
16
14
12
10
8
6
4
2
0
2. es facil encontrar
libros u otros
materiales en la
biblioteca
si
no
1
2
3
4
5
25
3. se encuentra
satisfecho con las
instalaciones de la
biblioteca?
20
15
de acuerdo
10
en desacuerdo
5
0
1
2
3
4
5
18
16
14
12
10
8
6
4
2
0
4.al momento de sacar
fotocpias el servicio es
agil?
si
no
1
2
3
4
5
9
8
7
6
5
4
3
2
1
0
5.el servicio de
alejandria es util para
usted como herramienta
en la busqueda de libros
u otros materiales?
siempre
1
2
3
4
5
6
7
8
casi siempre
6. esta de acuerdo con el
horario establecido por
la biblioteca de la
universidad?
25
20
15
si
10
5
0
1
2
3
4
5
6
18
no
7. esta de acuerdo con el
valor en la multa por
devolucion tardia de
libros u otros
materiales?
16
14
12
10
de acuerdo
8
6
4
2
en desacuerdo
0
1
2
3
4
5
6
9. piensa que la
biblioteca brinda
facilidad para renovar el
prestamo de los libros y
materiales?
20
15
10
si
5
0
1
2
3
4
5
6
7
10
8. se encuentra
satisfecho con el periodo
de tiempo en el
prestamo de los libros y
materiales de la
biblioteca?
8
6
4
muy satisfecho
2
satisfecho
0
1
2
3
4
5
6
7
8
16
14
12
10
8
6
4
2
0
poco satisfecho
10. en cuanto al personal
pr lo general esta
dispuesto a escuchar sus
solicitudes o sugerencias
siempre
casi siempre
1
2
3
4
5
6
7
algunas veces
CONCLUSIONS










The 65% of the students think that the service to borrow a book at the library
is fast.
The 78% of the people said that finding a book or another material at library
wasn’t easy.
A 100% of the surveyed are satisfied with the infrastructure of the library.
The 74% of the people think that the service of photocopied is fast.
The 39% of the students thinks the “Alejandria” tool sometimes is effective to
find books and a 13% thinks this tool is never effective.
A 100% of the people is satisfied with the library Schedule service.
The 78% of the students do not agree with the penalty fee.
The 43% of the people are satisfied with the deadline of borrowing books.
The 74% of the students said that is easy to renovate the deadline of borrowing
books.
The 70% of the students said that the library personal library is always able to
listen all their suggestions and requirements.
Qualitative Analysis
Profile #1 (Student)
1. ¿are you satisfied with the infrastructure of the library?
She thinks the infrastructure is okay but it needs to be bigger because when
students are on final exams the library is to crowded and its hard to find a
space.
2. ¿When you use the Alejandria service as a tool to find books or other materials
is this one effective?
She said yes, the tool is great to her it helps her to find what she needs and also
she like it because it has agreement with other universities
3. ¿what do you think about the schedule service of the library at the college?
She thinks the schedule is good according to the students flow at the university
4. ¿what do you think about the service from the workers at the library, are they
always aloud to listen you questions or requirements?
She thinks the library has enough personal to attend user’s requirements and
she also thinks they are very kind and they had listen to her when she had
needed before.
5. ¿Do you agree with the fee that users have to pay if they make a late return on
their books or materials?
She is not sure about the price of the penalty but she thinks is good to make
that penalty because more people could be needing the book, so thinks this
penalty is fair in order the crate a control over the loans.
Profile #2 (worker)
1. ¿What do you think about the work environment at the library?
He said “our environment work is very good, we are a team conformed by
12 people, we work in order to benefit the users, we capacitate very
frequently to give a better service”
2. ¿what do you think about treatment from students to library workers, are
they polite?
He said “In general is very good, people has a high education level, they
came from good schools and good families where they had learn values,
some of them get upset because we are very strict about the order, about
the silence, so some of them don’t those rules but in general is very good”
3. ¿do you agree with your working hours?
He said “I like my schedule because I have time for me and for my family”
4. ¿Do you have any recommendation for the development on process at the
library?
He said “every day with my boss we evaluate and check the library needs in
order to give a better service”
5. ¿Do you like the place where you are working?
He said “Yes, the building where I’m working is one of the best, the students
number have been increasing but with the future the library will adapt its
infrastructure in order to cover the demand”