Quality perception in Brazilian academic libraries: the application of SERVQUAL methodology

Authors

  • Gisele Ferreira de Brito FECAP
  • Waldomiro de Castro Santos Vergueiro ECA-USP

DOI:

https://doi.org/10.54886/ibersid.v4i.3845

Keywords:

Academic libraries. Customer services. Quality. Customer satisfaction.

Abstract

The perception of the service quality in an academic library from the customer’s perspective is reserarched. The SERVQUAL methodology is used, based on questionnaires with structured questions, using the Likert scale in order to measure both the respondent´s satisfaction and the importance of service quality. The results show that the academic community perceives the quality of library services positively.

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Author Biographies

Gisele Ferreira de Brito, FECAP

Graduada en Biblioteconomía y Documentación (Escola de Comunicações e Artes, de la Universidade de São Paulo - ECA/USP, 2000) y especialista em Gestión empresarial (Fundação Escola de Comércio Álvares Penteado - FECAP, 2009) Trabaja como bibliotecária sênior en la FECAP y como revisora de normalización de la Revista Brasileira de Gestão de Negócios (São Paulo-FECAP).

Waldomiro de Castro Santos Vergueiro, ECA-USP

Graduado en Bibliotecología y Documentación (Fundação Escola de Sociologia e Política de São Paulo, 1977), mestre y doctor en Ciéncias de la Comunicación (Escola de Comunicações e Artes, de la Universidade de São Paulo - ECA/USP, 1985, 1990) y pós-doctor (Loughborough University of Technology, 1995). Es profesor titular de la ECA/USP y también vice-jefe del Departamento de Biblioteconomía e Documentação y coordenador del Observatório de Histórias em Quadrinhos (Cómics).

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Published

2010-07-06

How to Cite

Brito, G. F. de, & Vergueiro, W. de C. S. (2010). Quality perception in Brazilian academic libraries: the application of SERVQUAL methodology. Ibersid: Journal of Information and Documentation Systems (ISSNe 2174-081X; ISSN 1888-0967), 4, 187–193. https://doi.org/10.54886/ibersid.v4i.3845

Issue

Vol. 4 (2010)

Section

Case studies, research in progress, short articles and notes

License

Copyright (c) 2010 Authors retain their copyright, but transfer the exploitation rights (reproduction, distribution, public communication and transformation) to the journal in a non-exclusive way and guarantee the right to the first publication of their work to the journal, which will be simultaneously subjected to the license CC BY-NC-ND. Authors take whole personal responsibility on fulfilling all the appropiate ethical codes and laws, and obtaining all the necessary copyright permissions regarding their articles. Institutional and self- archiving is allowed and encouraged.

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

© 2007- . Authors retain their copyright, but transfer the exploitation rights (reproduction, distribution, public communication and transformation) to the journal in a non-exclusive way and guarantee the right to the first publication of their work to the journal, which will be simultaneously subjected to the license CC BY-NC-ND. Authors take whole personal responsibility on fulfilling all the appropiate ethical codes and laws, and obtaining all the necessary copyright permissions regarding their articles. Institutional and self- archiving is allowed and encouraged.