Work

Aproveite a sua passagem e viaje pelo mundo da leitura

Year: 2018

Type: article

Abstract: Evaluating and reassessing the quality of adjusting the needs of your community are necessary activities for any library. This study uses the Metrics Servqual - of Parasuraman, Zeithaml and Berry (1985), to analyze the expectations and perception of the members of the Transcol Library in relation to the services offered by the librarian modules in the public transportation terms of the municipality of Vila Velha. This method proposes the analysis of the matrix importance & performance for the management of public libraries in relation to the five dimensions of quality: reliability, tangibility, sensitivity, assurance and empathy. The methodology of this investigation has a descriptive character with the use of the technique of critical incident. The results indicate that the members of the library attach greater importance to the 'assurance' dimension in relation to the provision of information services.

Source: RDBCI Revista Digital de Biblioteconomia e Ciência da Informação

DOI: 10.20396/rdbci.v16i3.8651239

Authors: Sandra Maria Souza de Carvalho, Marcelo Calderari Miguel, Ana Claudia Borges Campos

Institutions: Universidade Federal do Espírito Santo, Universidade Federal de Minas Gerais

Language: Portuguese

Topic: Library Science and Administration

Subfield: Library and Information Sciences

Field: Social Sciences

Domain: Social Sciences

SDG: Sustainable cities and communities

Open Access status: diamond

OpenAlex ID: W2884717128

FWCI: 2.195

Cites: 17

Cited by: 6

Related to: 10