Satisfação dos usuários em relação aos serviços das bibliotecas da UFPEL

• Ano de defesa: 2019
• Autor(a) principal: Malheiro, Fabiano Domingues
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Universidade Federal de Santa Maria; Brasil; Administração Pública; UFSM; Programa de Pós-Graduação em Gestão de Organizações Públicas; Centro de Ciências Sociais e Humanas
• Palavras-chave em Português: Satisfação de usuários; Libqual; Avaliação de bibliotecas; User satisfaction; Library evaluation; CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::ADMINISTRACAO PUBLICA
• Link de acesso: http://repositorio.ufsm.br/handle/1/19779

This study sought to provide an alternative for evaluating library services, especially for public universities. Taking into account the opinion of users, we sought to emphasize their satisfaction with the services provided. To collect the data, an adaptation of the libqual method that is still little explored in Brazil was used. It is well known that the longevity of a public institution depends greatly on the importance it attaches to its services. With an increasingly demanding user community, there is a need to investigate perceptions about the services offered in any environment. In this work, a case study was conducted in the libraries of a public university. Given the absence of an internal evaluation system regarding the services offered by the libraries of the Federal University of Pelotas Library System (Sisbi / UFPel), which includes its users in the focus of the discussion, this study aimed to evaluate satisfaction. through an online questionnaire. Based on the results of this research, statistical techniques were employed to assess the reliability of the information collected. As main results found it was possible to verify which are the most used services, profile of the public that frequents the library, the services with the highest level of satisfaction and also the ones with the lowest levels. It was found that the affective value research dimension was the dimension that obtained the best evaluation scores. Finally, improvements to the University Library System have been suggested and further research is proposed applying the same evaluation system for future comparisons and advances.