Evaluation of the quality of the products/services of information: an experience of the library of the hospital university of the são paulo university.
This work has the objective to present the results of a research of a research on user’s satisfaction regarding the quality of services offered by the Library Service and Scientific Documentation of theUniversity of São Paulo (SBDC – HU/USP) using SERVQUAL scale to mensure the quality perceived by u...
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| Tipo de recurso: | artículo |
| Estado: | Versión publicada |
| Fecha de publicación: | 2004 |
| País: | Brasil |
| Institución: | Universidade Estadual de Campinas (UNICAMP) |
| Repositorio: | Revista Digital de Biblioteconomia e Ciência da Informação |
| Idioma: | portugués |
| OAI Identifier: | oai:ojs.periodicos.sbu.unicamp.br:article/2075 |
| Acceso en línea: | https://periodicos.sbu.unicamp.br/ojs/index.php/rdbci/article/view/2075 |
| Access Level: | acceso abierto |
| Palabra clave: | Quality in Services Evaluation Satisfaction of the User University libraries SERVQUAL. Library science information sciences Qualidade em serviços Avaliação Satisfação do usuário Bibliotecas universitárias Biblioteconomia |
| Sumario: | This work has the objective to present the results of a research of a research on user’s satisfaction regarding the quality of services offered by the Library Service and Scientific Documentation of theUniversity of São Paulo (SBDC – HU/USP) using SERVQUAL scale to mensure the quality perceived by users. It was used as research instruments: questionnaires and interview. From the analysis of the tabulated data, the library got information to take measures in order to improve service and product quality offered. It also describes the methodology of implantation of the Integrated Library System of USP Product and Services Quality Evaluation Program, which is part of the system. |
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