Avaliação da qualidade do serviço de referência e informação sob a ótica dos usuários: estudo em uma biblioteca especializada em saúde

Abstract

This study aimed to verify the quality of the services provided by the Reference Service of a Specialized Library, based on the evaluation of users, aiming at its continuous improvement. The study focused on analyzing the quality of services at the Escola Profissionalizante Enfermeira Sanitarista Francisca Saavedra through a model of determinants that allows evaluating the quality of services in libraries. To achieve the purpose of the research, the specific steps taken were to characterize the specialized library and the reference service. After that, the determinants of service quality in Specialized Libraries were identified in order to carry out a diagnosis of user satisfaction with regard to the quality of reference services. This is an exploratory and descriptive research, of a qualitative and quantitative nature, having as a universe the 1186 students linked to technical courses, specializations and professional qualifications, through questionnaires applied to 25 users, the perception of users and their experience were evaluated and their experience in the reference services provided by the library. In this evaluation, the LibQUAL+® scale was used as a tool. After diagnosing the degree of user satisfaction, it was found that the library, despite having a good degree of satisfaction in its services, needs to develop a scenario of improvements in the faults accused in the elements Affective Value of the Service, Information Control and Library as a Place.