Démarche qualité et satisfaction des usagers dans les bibliothèques universitaires

Abstract

For the sake of an offer of quality service adapted to an environment of constant and rapid development, priority was given to the revision of traditional methods of management of university libraries; object-oriented approach, we have moved towards oriented approach user. How can we better utilize resources through greater user satisfaction? It was partly in response to this concern that this work was done. Our approach in this study is not the ambition to create a library ideal. Rather, an intellectual approach, offering benchmarks. The method and approach used made it possible to measure the gap between the services received and the services expected on which it should act to an optimal satisfaction of users. This memory measurement and analysis for the case of the university library of Bejaia, taken as a case study, the gap between the perceived and service expected by the user.