Qualidade de serviço em bibliotecas universitárias: desenvolvimento e validação de um instrumento de avaliação
| Main Author: | Lopes, Carlos |
|---|---|
| Format: | Thesis PeerReviewed application/pdf |
| Bahasa: | pt |
| Terbitan: |
, 2006
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| Subjects: | |
| Online Access: |
http://eprints.rclis.org/17852/1/Tese_Carlos_lopes__2006_Universidade%20de%20Salamanca.pdf http://eprints.rclis.org/17852/ |
Daftar Isi:
- The evaluation study of the quality of service in academic libraries has seen great interest in the Library and Documentation fields. The concern relates to the importance for information professionals to be able to evaluate the service that is provided from the point of view of the user, in order to mobilize resources, to plan new services and to generate solutions to the needs envisioned. To evaluate the quality of service in the context of the academic libraries, first of all it is necessary to understand the quality of service elements and the interaction of these elements in the user perspective. The main goals of the study were in the first place: (a) to build a scale to measure the quality of service provided by an academic library as perceived by its users, (b) to test the scale dimensionality, and (c) finally to identify, first, which are the attributes that users considered relevant for the quality perception of the services of an academic library and, on the other hand, how is it evaluated the quality of these services and which are the differential variables that characterize them. This study involved several phases: (a) we collected items in the literature, (b) we held seven focus groups with students and teachers, (c) we developed a questionnaire containing 29 items, (d) a pilot study was made for the final version of the scale, finalizing with (e) the validation of the evaluation instrument.