A gestão da qualidade em serviços de informação no Brasil: uma nova revisão de literatura, de 1997 a 2006

Valls, Valéria Martin; Vergueiro, Waldomiro

doi:10.1590/s1413-99362006000100010

Cited by 7 publications

(7 citation statements)

References 12 publications

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“…It can be said that the SERVQUAL method has represented a break in the process of evaluating services and spurred a large number of studies in the area, and many other surveys have refined the conceptual model of Parasuraman and his partners. SERVQUAL had applications in libraries, with emphasis on the studies of Cook and Thompson (2000), reporting the application in libraries of University of Texas A&M in 1995, 1997, 1999, Sahu (2007 on the application in the library of the Jawaharlal Nehru University (India), as well as Nejati and Nejati (2008), in the library of the University of Tehran (India).…”

Section: Libqual+®'s Background: the Servqual Methodsmentioning

confidence: 99%

“…The literature in Library and Information Science shows that issues such as customer-centered quality and evaluative processes from the perception of the users are still incipient in Brazil. In review of the literature on quality management in information services in Brazil, Valls and Vergueiro (2006)…”

Section: Quality Evaluation In Information Servicesmentioning

confidence: 99%

“…three consecutive applications of SERVQUAL in the libraries ofTAMU, in 1995, 1997 and 1999 members of the dean of the libraries' office, concluded that the methodology developed by their university colleagues, professors Parasuraman, Zeithaml and Berry, were heavily focused on the commercial and profitable sector and included items considered irrelevant by library customers, such as the question about library staff costume, for example (LIBQUAL, c2012a). For this reason, in 1999 Cook, then a PhD student, with one of her professors of statistics in TAMU, Bruce Thompson, requested assistance in developing a specific method for libraries evaluation starting from SERVQUAL.…”

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confidence: 99%

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Quality evaluation of academic library

Brito

Vergueiro

2013

BRAJIS

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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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Section: Libqual+®'s Background: the Servqual Methodsmentioning

confidence: 99%

Section: Quality Evaluation In Information Servicesmentioning

confidence: 99%

mentioning

confidence: 99%

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Quality evaluation of academic library

Brito

Vergueiro

2013

BRAJIS

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“…It is also important to note a progressive interest in the matter in the librarianship literature, with journal issues totally dedicated to quality problems (Journal of Library Administration, 1993, Information Science, 1994Library Trends, 1996). The first literature reviews on the area may already be found (Boelke, 1995;Riggs, 1992;Valls, Vergueiro, 1998).…”

Section: Information Services and The Application Of Quality Programsmentioning

confidence: 99%

Quality in Brazilian Academic Libraries: Proposal of Indicators from the Customers' Point of View

Vergueiro

Carvalho

2013

CAIS/ACSI

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The management of quality in academic libraries, as a management method that allows the improvement of performance, has been the object of interest for the managers of these services. In this context, the identification of indicators that may take into account the social-economical and political context that permeate the reality of the information services is essential to better adequate the quality proposals. A search aiming to identify and validate proper indicators for academic libraries in developing countries was developed by a group of researches and professionals involved with many teaching units of São Paulo Academic. Based on a bibliographic survey about the application of quality on information services, the research aimed to validate 16 indicators appointed in the literature and considered, by the research staff, as belonging to Brazilian reality (communication, access, reliability, courtesy, effectiveness/ efficiency, quality, response, tangible, reliability, security, extension, warranty, external customer satisfaction, cost/benefit and response time). From the data collection performed with 7 academic libraries in the Dentistry field, that served as environment to apply and validate the indicators, a proposal for its adequacy to the characteristics of the Brazilian academic environment was elaborated. It was concluded that the indicators tested in the dentistry libraries made possible the identification and characterization of the main elements that must be present during the evaluation of the quality of an information service of academic nature, and may be adapted and seen in the context of other environments, as well as to be used to permanently monitor the information services inserted in the Brazilian context.

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“…De um modo geral, a avaliação de serviços de informação empresta as teorias de outras áreas do conhecimento, principalmente da administração. Considerando que a maior parte das experiências de avaliações de qualidade de produtos e serviços de informação no Brasil estão concentradas em bibliotecas universitárias (VALLS; VERGUEIRO, 2006), o conhecimento prático e teórico sobre base de dados é quase inexpressivo.…”

Section: Avaliação Da Qualidade Dos Serviços E Da Informação Da Bdijamunclassified

Base de dados de informações jornalísticas sobre a Amazônia: ciência, tecnologia e meio ambiente - BDIJAm: em busca da qualidade

Rodrigues

Silva

2007

Ci. Inf.

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A gestão da qualidade em serviços de informação no Brasil: uma nova revisão de literatura, de 1997 a 2006

Cited by 7 publications

References 12 publications

Quality evaluation of academic library

Quality evaluation of academic library

Quality in Brazilian Academic Libraries: Proposal of Indicators from the Customers' Point of View

Base de dados de informações jornalísticas sobre a Amazônia: ciência, tecnologia e meio ambiente - BDIJAm: em busca da qualidade

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