Ethical behavior and client satisfaction, a case study

Abstract

Twenty indicators related to ethical behavior and the client’s level of satisfaction at six information institutions in the city of Holguín are
evaluated by applying a tool made up of the main elements of analysis (associated indicators) concerning the aforementioned variables, achieving
signifi cant results which show a strong correlation between both evaluated
aspects. A qualitative analysis of the studied variables at each of the
studied institutions is presented, additionally determining the successful
key success factors to achieve a successful information management based
on correct ethical behavior of the information professional. Finally
the criteria of several authors connected with ethics are assessed and the
services at information institutions are evaluated as well the various codes
of ethics in the fi eld of information professional generally.