Quality evaluation of academic library: the LIBQUAL+® methodology and its perspectives of implementation in Brazil
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Data de Publicação: | 2013 |
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Tipo de documento: | Artigo |
Idioma: | eng por |
Título da fonte: | Brazilian Journal of Information Science |
Texto Completo: | https://revistas.marilia.unesp.br/index.php/bjis/article/view/3117 |
Resumo: | The purpose of this paper is to discuss the thematic of customer-centered quality in academic libraries and contribute to the importance of quality evaluations based on the perception of their customers for this type of library. It is especially important in Brazil, where evaluations of higher education institutions and their infrastructure items, including libraries, are compulsory. It highlights a specific methodology, the LibQUAL+®, created in the United States and used in hundreds of libraries around the world, but without any perceptible application in Brazil as yet. From the analysis of LibQUAL+® assessment procedures, the article aims to present the benefits that can be achieved from the application of this methodology as well as it intends to verify the possibilities of using it in academic libraries in Brazil. It concludes that the methodology presents aspects which can support the academic library management, as identifying strong and weak points of the services, becoming closer to the library´s customers’ needs, comparing the library performance with other libraries and defining the best practices in the field, besides contributing to a more professional management of the libraries. |
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Brazilian Journal of Information Science |
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Quality evaluation of academic library: the LIBQUAL+® methodology and its perspectives of implementation in BrazilAvaliação da qualidade da biblioteca acadêmica: a metodologia LIBQUAL+® e suas perspectivas de aplicação no BrasilAcademic LibrariesCustomer ServicesQualityCustomer SatisfactionLibQUAL ®.Bibliotecas AcadêmicasBibliotecas UniversitáriasServiços aos ClientesQualidadeSatisfação do ConsumidorLibQUAL ®.The purpose of this paper is to discuss the thematic of customer-centered quality in academic libraries and contribute to the importance of quality evaluations based on the perception of their customers for this type of library. It is especially important in Brazil, where evaluations of higher education institutions and their infrastructure items, including libraries, are compulsory. It highlights a specific methodology, the LibQUAL+®, created in the United States and used in hundreds of libraries around the world, but without any perceptible application in Brazil as yet. From the analysis of LibQUAL+® assessment procedures, the article aims to present the benefits that can be achieved from the application of this methodology as well as it intends to verify the possibilities of using it in academic libraries in Brazil. It concludes that the methodology presents aspects which can support the academic library management, as identifying strong and weak points of the services, becoming closer to the library´s customers’ needs, comparing the library performance with other libraries and defining the best practices in the field, besides contributing to a more professional management of the libraries.O propósito deste artigo é o de discutir a temática da qualidade centrada no cliente em bibliotecas acadêmicas, bem como a importância das avaliações de qualidade baseadas na percepção de seus clientes, para esse tipo de biblioteca, especialmente no Brasil, onde as avaliações das instituições de ensino superior e itens de sua infraestrutura, entre elas as bibliotecas, são compulsórias. Destaca uma metodologia específica, LibQUAL+®, criada nos Estados Unidos e utilizada em centenas de bibliotecas ao redor do mundo, mas ainda sem aplicação no Brasil. A partir da análise de seus procedimentos de avaliação, o artigo visa apresentar os ganhos obtidos com a aplicação da metodologia, bem como pretende verificar as possibilidades de sua utilização em bibliotecas acadêmicas brasileiras. Conclui-se que a metodologia apresenta aspectos que apoiam a gestão de bibliotecas acadêmicas, como a identificação de pontos fortes e fracos dos serviços, a aproximação da biblioteca aos seus clientes, a realização de comparações de desempenho com outras bibliotecas e a identificação de melhores práticas, além de contribuir para uma administração mais profissional das bibliotecas.Faculdade de Filosofia e Ciências2013-07-28info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfapplication/pdfhttps://revistas.marilia.unesp.br/index.php/bjis/article/view/311710.36311/1981-1640.2013.v7esp.03.p25Brazilian Journal of Information Science: Research Trends; Vol. 7 (2013): Special Number - 1. Sem.Brazilian Journal of Information Science: Research Trends; Vol. 7 (2013): Número Especial - 1. Sem.Brazilian Journal of Information Science: research trends; v. 7 (2013): Número Especial - 1. Sem.1981-1640reponame:Brazilian Journal of Information Scienceinstname:Universidade Estadual Paulista Júlio de Mesquita Filho (UNESP)instacron:UNESPengporhttps://revistas.marilia.unesp.br/index.php/bjis/article/view/3117/2402https://revistas.marilia.unesp.br/index.php/bjis/article/view/3117/2403Copyright (c) 2013 Gisele Ferreira de Brito, Waldomiro de Castro Santos Vergueirohttps://creativecommons.org/licenses/by-sa/4.0info:eu-repo/semantics/openAccessBrito, Gisele Ferreira deVergueiro, Waldomiro de Castro Santos2021-04-06T13:56:09Zoai:ojs.www2.marilia.unesp.br:article/3117Revistahttps://revistas.marilia.unesp.br/index.php/bjis/indexPUBhttps://revistas.marilia.unesp.br/index.php/bjis/oaibrajis.marilia@unesp.br||1981-16401981-1640opendoar:2021-04-06T13:56:09Brazilian Journal of Information Science - Universidade Estadual Paulista Júlio de Mesquita Filho (UNESP)false |
dc.title.none.fl_str_mv |
Quality evaluation of academic library: the LIBQUAL+® methodology and its perspectives of implementation in Brazil Avaliação da qualidade da biblioteca acadêmica: a metodologia LIBQUAL+® e suas perspectivas de aplicação no Brasil |
title |
Quality evaluation of academic library: the LIBQUAL+® methodology and its perspectives of implementation in Brazil |
spellingShingle |
Quality evaluation of academic library: the LIBQUAL+® methodology and its perspectives of implementation in Brazil Brito, Gisele Ferreira de Academic Libraries Customer Services Quality Customer Satisfaction LibQUAL ®. Bibliotecas Acadêmicas Bibliotecas Universitárias Serviços aos Clientes Qualidade Satisfação do Consumidor LibQUAL ®. |
title_short |
Quality evaluation of academic library: the LIBQUAL+® methodology and its perspectives of implementation in Brazil |
title_full |
Quality evaluation of academic library: the LIBQUAL+® methodology and its perspectives of implementation in Brazil |
title_fullStr |
Quality evaluation of academic library: the LIBQUAL+® methodology and its perspectives of implementation in Brazil |
title_full_unstemmed |
Quality evaluation of academic library: the LIBQUAL+® methodology and its perspectives of implementation in Brazil |
title_sort |
Quality evaluation of academic library: the LIBQUAL+® methodology and its perspectives of implementation in Brazil |
author |
Brito, Gisele Ferreira de |
author_facet |
Brito, Gisele Ferreira de Vergueiro, Waldomiro de Castro Santos |
author_role |
author |
author2 |
Vergueiro, Waldomiro de Castro Santos |
author2_role |
author |
dc.contributor.author.fl_str_mv |
Brito, Gisele Ferreira de Vergueiro, Waldomiro de Castro Santos |
dc.subject.por.fl_str_mv |
Academic Libraries Customer Services Quality Customer Satisfaction LibQUAL ®. Bibliotecas Acadêmicas Bibliotecas Universitárias Serviços aos Clientes Qualidade Satisfação do Consumidor LibQUAL ®. |
topic |
Academic Libraries Customer Services Quality Customer Satisfaction LibQUAL ®. Bibliotecas Acadêmicas Bibliotecas Universitárias Serviços aos Clientes Qualidade Satisfação do Consumidor LibQUAL ®. |
description |
The purpose of this paper is to discuss the thematic of customer-centered quality in academic libraries and contribute to the importance of quality evaluations based on the perception of their customers for this type of library. It is especially important in Brazil, where evaluations of higher education institutions and their infrastructure items, including libraries, are compulsory. It highlights a specific methodology, the LibQUAL+®, created in the United States and used in hundreds of libraries around the world, but without any perceptible application in Brazil as yet. From the analysis of LibQUAL+® assessment procedures, the article aims to present the benefits that can be achieved from the application of this methodology as well as it intends to verify the possibilities of using it in academic libraries in Brazil. It concludes that the methodology presents aspects which can support the academic library management, as identifying strong and weak points of the services, becoming closer to the library´s customers’ needs, comparing the library performance with other libraries and defining the best practices in the field, besides contributing to a more professional management of the libraries. |
publishDate |
2013 |
dc.date.none.fl_str_mv |
2013-07-28 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://revistas.marilia.unesp.br/index.php/bjis/article/view/3117 10.36311/1981-1640.2013.v7esp.03.p25 |
url |
https://revistas.marilia.unesp.br/index.php/bjis/article/view/3117 |
identifier_str_mv |
10.36311/1981-1640.2013.v7esp.03.p25 |
dc.language.iso.fl_str_mv |
eng por |
language |
eng por |
dc.relation.none.fl_str_mv |
https://revistas.marilia.unesp.br/index.php/bjis/article/view/3117/2402 https://revistas.marilia.unesp.br/index.php/bjis/article/view/3117/2403 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2013 Gisele Ferreira de Brito, Waldomiro de Castro Santos Vergueiro https://creativecommons.org/licenses/by-sa/4.0 info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2013 Gisele Ferreira de Brito, Waldomiro de Castro Santos Vergueiro https://creativecommons.org/licenses/by-sa/4.0 |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf application/pdf |
dc.publisher.none.fl_str_mv |
Faculdade de Filosofia e Ciências |
publisher.none.fl_str_mv |
Faculdade de Filosofia e Ciências |
dc.source.none.fl_str_mv |
Brazilian Journal of Information Science: Research Trends; Vol. 7 (2013): Special Number - 1. Sem. Brazilian Journal of Information Science: Research Trends; Vol. 7 (2013): Número Especial - 1. Sem. Brazilian Journal of Information Science: research trends; v. 7 (2013): Número Especial - 1. Sem. 1981-1640 reponame:Brazilian Journal of Information Science instname:Universidade Estadual Paulista Júlio de Mesquita Filho (UNESP) instacron:UNESP |
instname_str |
Universidade Estadual Paulista Júlio de Mesquita Filho (UNESP) |
instacron_str |
UNESP |
institution |
UNESP |
reponame_str |
Brazilian Journal of Information Science |
collection |
Brazilian Journal of Information Science |
repository.name.fl_str_mv |
Brazilian Journal of Information Science - Universidade Estadual Paulista Júlio de Mesquita Filho (UNESP) |
repository.mail.fl_str_mv |
brajis.marilia@unesp.br|| |
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1754840470925606912 |