Avaliação da qualidade dos serviços da Biblioteca Setorial Sul da Universidade Federal do Espírito Santo

Abstract

This research is a case study of quantitative and qualitative essence. The triangulation of the data was carried out by a survey applied to undergraduate and graduate students of the Federal University of Espírito Santo - Campus Sul Capixaba and an inquiry of university documents describing the basic characteristics of the South Sectoral Library. The survey was applied using a questionnaire developed based on the Servqual scale in pre-test performed with 27 UFES students, 22 undergraduate students and 5 graduate students, randomly chosen in the studied area. Two types of collection were used in the survey applied at the South Setorial Library: face-to-face and online, the face-to-face research included 93 respondents and the online survey with 103. Institutional information disclosed in the services catalog and on the pages of the South Setorial Library and UFES website were consulted. In order to contribute to this self evaluation, this work aimed, through the users of the library, to evaluate the quality of the services of the "Christiano Dias Lopes Filho Library", also denominated South Setorial Library / UFES - Alegre. The study pointed out, through the Servqual scale, that users are unsatisfied with the quality of services provided by the library, since, in the majority of evaluations, the perception of the services offered by this organization was lower than the expectations of the users. The research line is Operations Management on Public Sector. And we have as an expected technical product, through the search of satisfaction of the users, to identify what should be improved for a service of excellence, as well as improvements in equipment and infrastructure