Avaliação da qualidade orientada ao usuário: estudo de caso em biblioteca acadêmica utilizando o método SERVQUAL
| Main Authors: | Brito, G F, Vergueiro, W |
|---|---|
| Format: | Proceeding PeerReviewed application/pdf |
| Bahasa: | pt |
| Terbitan: |
FEBAB
, 2011
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| Subjects: | |
| Online Access: |
http://eprints.rclis.org/16033/1/329-2573-1-PB.pdf http://eprints.rclis.org/16033/ |
Daftar Isi:
- The concern for quality is present in different areas. Considering that academic libraries are one of the most valuable support resources to higher education, the concern for quality has become part of daily routine for librarians who wish to contribute directly to the improvement of their institutions, the universities. From the perspective that a quality library is a library that meets the needs of its clients, it was considered important to use a method of assessing the quality of an academic library based on users' perceptions. Parasuraman, Zeithaml and Berry’s method, SERVQUAL, a methodology for evaluating service quality, which is explained in detail in the article through a literature review was selected. Following is included the practical part of the research, the analysis of the results obtained by the Fundação Escola de Comércio Álvares Penteado, Central library, in São Paulo, selected for the case study. Also presents a reflection on the purpose of evaluation as a contribution to the quality of academic libraries and their institutions as a whole, as well as a tool for management and decision making. Finally, the paper includes recommendations on the method, the contribution of the paper for library and information science in general and suggestions for future research.