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Quality assessment program as contribution for the SIBi/USP management

Maria Imaculada Cardoso Sampaio Adherbal Caminada Netto 1945-; Adriana de Almeida Barreiros; Adriana Cybele Ferrari; Cybelle Assumpção Fontes; Márcia Elisa Grandi; Maria Cristina Olaio Villela 1949-; Rosa Maria Fischi Zani; Annual Conference Embedding Libraries in Learning and Research (27. 2006 Porto)

Porto : FEUP, 2006 Resumos

Porto FEUP Faculdade de Engenharia Universidade do Porto 2006

Localização: FFLCH - Fac. Fil. Let. e Ciências Humanas (FFLCH/SBD doc 29 ) e outros locais(Acessar)

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Título:
Quality assessment program as contribution for the SIBi/USP management
Autor: Maria Imaculada Cardoso Sampaio
Adherbal Caminada Netto 1945-; Adriana de Almeida Barreiros; Adriana Cybele Ferrari; Cybelle Assumpção Fontes; Márcia Elisa Grandi; Maria Cristina Olaio Villela 1949-; Rosa Maria Fischi Zani; Annual Conference Embedding Libraries in Learning and Research (27. 2006 Porto)
Assuntos: SERVIÇOS DE INFORMAÇÃO; SATISFAÇÃO DO CONSUMIDOR; BIBLIOTECA UNIVERSITÁRIA; BIBLIOTECAS PÚBLICAS (QUALIDADE); BIBLIOTECAS (SERVIÇOS AVALIAÇÃO)
É parte de: Porto : FEUP, 2006 Resumos
Descrição: It addresses the relevance of the quality assessment processes as instruments of support for managing information services. It describes the implementation of the Product and Service Qualityn Assessment Program (PAQ) of University of São Paulo´s Integrated Library System (SIBi/USP), reporting two phases performed so far. Phase one, performed in 2002, has assessed products ans services of SIBi libraries by means or questionnaires and interview for data collection. Five eletronic questionnaires were applied comprising the SERQUAL receptivity, empathy, reliability, guarantee and tangibility dimension and an interview was applied to library users, using three questions. Phase two of PAQ was performed in 2005 by means of eletronic for with a view to detecting the user´s needs as to SIBi Service Network resources SIBiNet (http://www.usp.br/sibi). The methodology adopted inclued the critical incident method for data collection and SERVQUAL dimension for result categorization. The analysis has taken into account USP users, non-USP users and the System´s technical team. Results indicate the need of immediate improvement implementation in SIBi´s website and reassert the importance of the Program in adjusting SIBi/USP services to the user´s needs as a System´s managerial tool
Editor: Porto FEUP Faculdade de Engenharia Universidade do Porto
Data de criação/publicação: 2006
Formato: p. 28.
Idioma: Inglês

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Quality assessment program as contribution for the SIBi/USP management

Porto FEUP Faculdade de Engenharia Universidade do Porto 2006

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