A experiência do estudante em bibliotecas acadêmicas: proposta de um modelo de avaliação

Abstract

The student experience (SX) in academic libraries encompasses physical, affective, cognitive, and social dimensions, incorporating the feelings and perceptions of these individuals. Despite its recognition, a deep understanding of the SX concept and its dimensions still requires investigation, making its evaluation complex due to variations in conceptualization and operationalization. Thus, this study aims to develop an integrated instrument for assessing the student experience in academic libraries, considering its impacts on satisfaction and loyalty. The dissertation consists of two articles that employ a multimethod approach. Article 1 conducts a systematic literature review to map the intellectual structure of the topic, while Article 2 develops and empirically tests a conceptual model using Structural Equation Modeling with data from 292 students at a Brazilian public university. Essentially, the research advances by (i) mapping existing literature, (ii) proposing a conceptual evaluation model, and (iii) providing empirical evidence on the relationship between SX dimensions, satisfaction, and loyalty. Moreover, the study offers an assessment tool that can promote practices more aligned with student needs. Additionally, the potential of this instrument extends to evaluating experiences in other informational units, such as specialized and, school libraries, museums, and archives, allowing specific adaptations that contribute to more efficient, user-centered management.