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                            [identifier] => oai:oai.cinfo.idict.cu:article/275
                            [datestamp] => 2023-01-18T20:56:09Z
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                                    [title] => Array
                                        (
                                            [0] => User-Oriented Quality Assessment a case study in academic library using SERVQUAL method
                                            [1] => Avaliação da Qualidade Orientada ao Usuário estudo de caso em biblioteca acadêmica utilizando o método SERVQUAL
                                        )

                                    [creator] => Array
                                        (
                                            [0] => Ferreira de Brito, Gisele
                                            [1] => Santos-Vergueiro, Waldomiro de Castro
                                        )

                                    [subject] => Array
                                        (
                                            [0] => -
                                            [1] => -
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                                    [description] => Array
                                        (
                                            [0] => A The concern for quality is present in different areas. Considering that academic libraries are one of the most valuable support resources to higher education, the concern for quality has become part of daily routine for librarians who wish to contribute directly to the improvement of their institutions, the universities. From the perspective that a quality library is a library that meets the needs of its clients, it was considered important to use a method of assessing the quality of an academic library based on users’ perceptions. Parasuraman, Zeithaml and Berry’s method, SERVQUAL, a methodology for evaluating service quality, which is explained in detail in the article through a literature review was selected. Following is included the practical part of the research, the analysis of the results obtained by the Fundação Escola de Comércio Álvares Penteado, Central library, in São Paulo, selected for the case study. Also presents a reflection on the purpose of evaluation as a contribution to the quality of academic libraries and their institutions as a whole, as well as a tool for management and decision making. Finally, the paper includes recommendations on the method, the contribution of the paper for library and information science in general and suggestions for future research.
                                            [1] => La preocupación por la calidad está presente en muy diversas áreas. Como las bibliotecas universitarias son uno de los más valiosos apoyo a la educación superior, la preocupación por la calidad se ha convertido en parte de la vida cotidiana del bibliotecario que desea contribuir directamente a la mejora de sus instituciones y universidades. Desde la perspectiva de una biblioteca será el grado de calidad que satisface las necesidades de sus clientes, se consideró importante la utilización de un método para evaluar la calidad, basada en percepciones de los usuarios de las bibliotecas universitarias «. El método de Parasuraman, Zeithaml y Berry, la SERVQUAL, metodología de evaluación de la calidad del servicio; se explica al detalle en el artículo a través de una revisión de la literatura seleccionada. Es incluido en la práctica la investigación, el análisis de los resultados obtenidos por la Biblioteca Ernesto Pablo Tolle, de la Escuela de Comercio de la Fundación Alvares Penteado, en São Paulo, los cuales fueron seleccionados para el estudio de caso. Presenta este documento una reflexión sobre el propósito de la evaluación como una contribución a la calidad de las bibliotecas e instituciones académicas en su conjunto, así como una herramienta para la gestión y toma de decisiones. Al final, se recomienda contribuciones y sugerencias para futuras investigaciones.
                                        )

                                    [publisher] => Instituto de Información Científica y Tecnológica (IDICT)
                                    [date] => 2011-09-16
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                                            [0] => info:eu-repo/semantics/article
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                                    [format] => application/pdf
                                    [identifier] => https://cinfo.idict.cu/index.php/cinfo/article/view/275
                                    [source] => Array
                                        (
                                            [0] => Information Sciences; Vol. 42, No. 2, mayo - agosto, 2011; 55 - 59
                                            [1] => Ciencias de la Información; Vol. 42, No. 2, mayo - agosto, 2011; 55 - 59
                                            [2] => Ciências da Informação; Vol. 42, No. 2, mayo - agosto, 2011; 55 - 59
                                            [3] => 1606-4925
                                            [4] => 0864-4659
                                        )

                                    [language] => spa
                                    [relation] => https://cinfo.idict.cu/index.php/cinfo/article/view/275/276
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