Evaluación de la calidad percibida, la satisfacción y la lealtad con los Servicios de Biblioteca en la Universidad Autónoma de Madrid para el periodo 2023/24: Informe Técnico. Madrid

This technical report presents the results of the EBA-UAM project (Evaluation of Library Services at Universidad Autónoma de Madrid) for the academic year 2023/24. Using the EBA-7 instrument, developed from earlier versions since 2010, the study assessed perceived quality, satisfaction, and loyalty among 867 users (undergraduate, postgraduate students, and faculty). The measurement model included three specific factors (staff attention, facilities, and resources), as well as general perceived quality and loyalty. Confirmatory bifactorial models showed the best fit, replicating prior evaluations. Overall, service quality was rated as “very good,” with particularly high scores for staff attention. Faculty consistently rated services higher than students, and minor differences were found across libraries, mainly in facilities and staff-related aspects. Compared with the 2019/20 evaluation, perceived quality remained stable or slightly improved. The report highlights psychometric robustness of EBA-7, identifies strengths and weaknesses, and provides recommendations for continuous improvement in library services.