Factores clave en la satisfacción del usuario: un análisis utilizando LibQUAL+ y modelamiento de ecuaciones estructurales en una universidad de Perú
DOI:
https://doi.org/10.5007/1518-2924.2026.e108417Palabras clave:
LibQUAL+, Bibliotecas Académicas, Satisfacción del Usuario, Modelamiento de Ecuaciones Estructurales, Calidad del ServicioResumen
Objetivo: Determinar qué factores influyen con mayor peso en la satisfacción de los usuarios.
Método: Se aplicó el instrumento LibQUAL+ y se utilizó modelamiento de ecuaciones estructurales para analizar las respuestas de 580 estudiantes de pregrado pertenecientes a diversas disciplinas académicas.
Resultado: Las variables independientes presentaron una relación directa y débil; sin embargo, los resultados mostraron un mayor efecto positivo sobre la satisfacción, con un coeficiente de 0,83 y un nivel de significancia menor a 0,001, mientras que la calidad del servicio influyó de forma positiva, pero en menor medida, con un coeficiente de 0,15 y la misma significancia estadística.
Conclusiones: El logro de resultados por parte de los estudiantes es el principal determinante de la satisfacción del usuario, por lo que implementar estrategias centradas en el usuario resulta fundamental para optimizar el rendimiento estudiantil y la efectividad institucional.
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