Resumen

BAPTISTA CALUNGA, António  y  DORADO SANTANA, Me. Yanara. Study of information users in libraries: model proposal for the National Library of Angola. E-Ciencias de la Información [online]. 2020, vol.10, n.2, pp.23-45. ISSN 1659-4142.  http://dx.doi.org/10.15517/eci.v10i2.39095.

In order to identify the needs, expectations and degree of satisfaction of users based on the services and products offered by an information system, user studies are configured as very useful tools in the life of these systems. The practice of user studies has been implemented in public libraries since the 1930s. The present study was designed with the aim of proposing a model of user studies for the National Library of Angola, being guided by the following research question: how know the needs and the degree of satisfaction of users regarding the information products and services offered by the National Library of Angola? The methodology that characterizes this investigation has a mixed focus, the research being classified as descriptive and exploratory, which appears, initially through the literature review. It had a population of 200 users and a sample of 73 users was determined, who responded to the survey in order to characterize the user and determine their satisfaction. As a result, a model of user studies for the National Library of Angola is presented, elaborated from the analysis of the steps presented in the UserServiqual methodology elaborated by Garcia and Dorado for the National Archive of Angola.

Palabras clave : user study; model biblio-user; national library of angola.

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