Bibliographic citations
Siccha, M., Felipe, N. (2018). Modelo de estandarización de procesos y su relación con la calidad de servicio de la biblioteca de la facultad de ciencias físicas y matemáticas de la Universidad Nacional de Trujillo [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/13797
Siccha, M., Felipe, N. Modelo de estandarización de procesos y su relación con la calidad de servicio de la biblioteca de la facultad de ciencias físicas y matemáticas de la Universidad Nacional de Trujillo [Tesis]. PE: Universidad Privada del Norte; 2018. https://hdl.handle.net/11537/13797
@misc{sunedu/2808981,
title = "Modelo de estandarización de procesos y su relación con la calidad de servicio de la biblioteca de la facultad de ciencias físicas y matemáticas de la Universidad Nacional de Trujillo",
author = "Felipe Calderón, Nuria Noemí",
publisher = "Universidad Privada del Norte",
year = "2018"
}
The main purpose of the research work was to establish the relationship between the process standardization model and the quality of service in the library of the Faculty of Physical and Mathematical Sciences of the National University of Trujillo, 2017. The present investigation is a descriptive - correlational study. The sample consisted of 260 users (students and teachers) to whom quality-of-service questionnaires previously validated through the Alpha de Cronbach were applied, with a reliability of 0.863. In addition, expert professionals in research carried out validation. The analysis of the results allowed establishing the significant relationship between both study variables by means of the Spearman correlation at the 0.00 level. Likewise, during the development, the missionary processes of the library were identified, diagrammed and characterized, which will help to improve the friendliness of the collaborator, the orientation given to the consultations and the speed with which the user is attended; factors that are related to the standardization model of processes and quality of service.
This item is licensed under a Creative Commons License