Qualidade em serviços de Bibliotecas Universitárias: uma investigação entre os docentes de pós-graduação a partir da Matriz Importância X Desempenho

Abstract

The search for quality in services is a strong characteristic of contemporary society. In this context this study have the objective evaluate the quality of services provided by library in the perception of teachers connected to postgraduate programs of a federal university of Pará, about the services of their specific information needs. Also, aims to obtain information to boost management activities in the Federal University of Pará libraries. The study was classified as descriptive and exploratory; being the data collection developed in the form of field research, where the instrument utilized was the structured questionnaire. The treatment of the data was quantitative, utilizing techniques of the Matrix Importance X Performance. The results indicated according with the perception of teachers, three dimensions with high performance among the five dimensions of quality of the evaluation model used in the research, related with the trust, personal relationships and resolution of problems, that if revealed as important competitive advantage in the libraries. However emerged gaps of less quality in the provision of services in relation the dimensions, physical infrastructure and the communication. The study showed that the libraries should increase the dialogue with the postgraduate school, create strategies of articulation and observe that evaluation of the quality of university library services should be a continuous process, customer loss does not occur. Ideas and actions must be developed to the bid of different goods and services, according to the current academic context