La satisfacción del usuario: Un concepto en alza

Abstract

In recent years a new concept has acquired special significance both in the context of services used by the public and libraries; namely, user satisfaction. Our interest in this topic has given rise to this attempt to contribute to the definition of a theoretical framework for this concept. To this end we present some of the configurative elements, among which we make particular reference to the interesting research work of Rachel Applegate as well as to some exemples of studies which have been carried out in this field