A percepção da qualidade dos serviços da biblioteca da FECAP por sua comunidade acadêmica
| Main Author: | Brito, Giselle Ferreira de |
|---|---|
| Format: | Thesis PeerReviewed application/pdf |
| Bahasa: | pt |
| Terbitan: |
, 2009
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| Subjects: | |
| Online Access: |
http://eprints.rclis.org/14875/1/A_percep%C3%A7%C3%A3o_da_qualidade_dos_servi%C3%A7os_da_biblioteca_da_FECAP_por_sua_comunidade_acad%C3%AAmica.pdf http://eprints.rclis.org/14875/ |
Daftar Isi:
- The purpose of this study is to investigate the perception of the service quality of FECAP Central Library from its user’s perspective. In order to meet the objectives of the study, SERVQUAL methodology was used. Information was gathered via questionnaires which consisted of structured questions. All the closed ended questions were designed to elicit responses on a five-point Likert scale to measure both respondent satisfaction and importance of service quality. The results show that FECAP Central Library is not lacking quality service. The concept of service quality assessment through SERVQUAL is relatively a new concept among Brazilian librarians and there is a lack of previous studies using this methodology in private institutions academic libraries. Thus, this study intends to be a report to the librarians interested in measuring user’s satisfaction and also in contributing to the quality success of their institutions.