Enjoy your passage and journey for the world of reading: an analysis of the transcol libraries of Vila Velha through the Servqual tool

• Autor(a) principal: Carvalho, Sandra Maria Souza de
• Data de Publicação: 2018
• Outros Autores: Miguel, Marcelo Calderari, Campos, Ana Claudia Borges
• Tipo de documento: Artigo
• Idioma: por
• Título da fonte: Revista Brasileira de Direito Civil (Online)
• Texto Completo: https://periodicos.sbu.unicamp.br/ojs/index.php/rdbci/article/view/8651239
• topic: Estudo de usuário. Serviço comunitário de informação. Servqual. Dimensões da qualidade. Usuários de bibliotecas. Avaliação.; User study. Community information service. Servqual.

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 servicesoffered 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.