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.
