Perceptions of services and products of the UNAH bookstore in Tegucigalpa, 2016

Abstract

The purpose of this study is to analyze the perception of the university community (teachers administrative and service staff) of the UNAH Tegucigalpa on the quality of products and services offered by the University Library during the second period of 2016, we analyzed the conditions in which the University Library currently operates and how this influences customer satisfaction. The need for information arises from the Secretariat for Institutional Development (SEDI), from which an investigation was requested to help them to know the current situation of the services offered in the university library with the purpose of making decisions and design strategies for improvement keep going. This research is mixed with a qualitative and quantitative approach, with a conclusive and descriptive simple transversal design, where information was obtained from students, teachers, administrative staff (775 respondents) and collaborators (10 interviews) working at the university library.

Among the most important conclusions are that the level of satisfaction with respect to the products and services offered in the bookstore is "satisfied". Recommending that lower prices must be offered in books and products, improving customer service by the collaborators, expanding the area of the bookstore, providing more variety of texts as well as authors and offering more variety of literature.