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”