A qualidade dos serviços prestados pela Biblioteca Setorial de Ciências da Saúde

Abstract

Libraries are prerequisites for the preservation of intellectual heritage and inseparable from the Universities, since they enable access to the knowledge produced by the human being. Therefore it is essential that a periodical work to verify the real needs of its public to thus create or improve its structure and services provided. Aiming to contribute to this debate, the present study had the goal to assess the quality of the services provided by the Sectoral Library of the Health Sciences of the Federal University of Espírito Santo, located in the Maruípe campus, and linked to the Integrated Library System of said University, based on the users' perceptions and expectations through the application of a questionnaire adapted from the SERVQUAL method. Subsequently, an adapted Matrix of Importance and Performance was constructed, aiding in a better visualization of the priorities in the implementations of actions of improvements. It was observed with the accomplishment of such steps that the quality of the services provided by said library is below the expectations of the users. The existence of a scenario of adversities ranging from illumination, ventilation and appearance to the availability of book copies and preservation of the collection, through the issues directly related to the physical infrastructure, equipment and accessibility of the library provided the necessary elements for the elaboration of the technical product of this work characterized in the figure of a plan of action with propositions of improvements in the services provided by the Sectoral Library of Health Sciences