Services on Demand
Ciência da Informação
Print version ISSN 0100-1965On-line version ISSN 1518-8353
SAMPAIO, Maria Imaculada Cardoso et al. Quality evaluation program for information services and products: an experiment at the SIBi/USP. Ci. Inf. [online]. 2004, vol.33, n.1, pp.142-148. ISSN 0100-1965. http://dx.doi.org/10.1590/S0100-19652004000100017.
This paper describes the initiative taken by the Integrated System of Libraries of the University of São Paulo (SIBi/USP) in order to put into action the Quality of Products and Services Evaluation Program (PAQ). Partial results so far obtained are presented. Based on the well known SERVQUAL model, five different questionnaires were drawn up focusing respectively on the following dimensions: responsiveness, empathy, reliability, assurance and tangibles, and scales were used to measure both the degree of importance and of users´ satisfaction for said dimensions. Interviews were applied to an accidental number of users during one week. The analysis of questionnaires and interviews pointed to twelve common indicators in both methods of approaching users. Recommendations are presented for improving the methodology that was employed in the study, as well as indicators that may be used in the coming phases of the program.
Keywords : Quality in Services; Satisfaction of the User; Evaluation; University Libraries; SERVQUAL.