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An evaluation of libraries and their overall quality should consider the quality of the services they provide. Satisfaction in terms of the service provided is indicative of the quality of reference services and since these services are expensive, evaluation is therefore essential. This paper aims to outline the development of a structural equations model to evaluate service quality and user satisfaction with regard to the electronic reference service provided by Francisco Xavier Clavigero Library belongs to the Iberoamericana University, located in Mexico City.

This model suggests that service quality can be explained by way of the five dimensions of the SERVQUAL methodology, (reliability, assurance, tangibles, empathy and responsiveness) and in turn, quality explains both user satisfaction and the value of the service to its patrons. Finally, this model suggests that a positive increase in user satisfaction leads to a lineal and positive increase in user loyalty. The evaluation considered 297 users who made at least one electronic reference request during 2014.

The adjustment of the structural model reveals that the latent variables that explain quality are reliability and responsiveness, and that quality explains satisfaction, which in turn explains user loyalty.

The generation of an indicator to evaluate the reference services enables identification of its strengths and weaknesses to offer a more efficient service, considering that it represents a significant percentage of the library’s financial and human resources.

The purpose of this paper is to explore the autopoietic decisions approach (<Greek: autos=self, poiein=to produce) means self-(re)production and to know the constitution of the governance in the organization of a research network.

The approach selected was Luhmann's Social System Theory, an autopoietic decisions system. A historical case study was reconstructed in which information was recollected by in-depth interviews and a survey. The network results, the extensive communications submitted by the members of two network congresses (2006 and 2010) were analyzed by networks analysis techniques.

The approach and model developed were useful to identify the decision premises, which have been the constitutional structure of the research network.

Development of a governance approach useful to a research network organization which retro-feeds the quality movement guidelines.

The quality movement proposes a systematic regulatory approach, via the ISO9000 standard family. This approach has not sufficed for institutions of higher education. One of the reasons is that it favors the “management of things” from a processes standpoint, which conforms to the General Systems Theory. However, the core of higher education is not “things” but rather the “people” participating in it – particularly professors, students, and the university community – who are participating in the creation, teaching, association, and diffusion of knowledge. The unsolved problem refers to governance.