Abstract

FREITAS, André Luís Policani; BOLSANELLO, Franz Marx Carvalho  and  VIANA, Nathália Ribeiro Nunes Gomes. Evaluating service quality of an academic library: a case study using the Servqual model. Ci. Inf. [online]. 2008, vol.37, n.3, pp. 88-102. ISSN 0100-1965.  http://dx.doi.org/10.1590/S0100-19652008000300007.

Over the last two decades, researchers in Information Science have investigated the value of library services according to the user's perceptions, expectative and needs. In Brazil, the evaluation of academic libraries has played an important role in the evaluation of the performance of Universities and University Degree Courses. In this context, it's essential that exists an efficient procedure for monitoring the service quality provided by academic libraries. In order to contribute to this issue, this work used the Servqual model for evaluating the service quality of an academic library. By conducting a case study, the weaknesses/potentialities and the critical points which must be priority in order to improve the Service Quality were identified.

Keywords : Academic libraries; Service quality; Servqual.