Banca de DEFESA: MARIA DO CARMO SILVA VIEIRA E MEDEIROS

Uma banca de DEFESA de MESTRADO foi cadastrada pelo programa.
DISCENTE : MARIA DO CARMO SILVA VIEIRA E MEDEIROS
DATA : 30/11/2021
HORA: 15:00
LOCAL: Sala virtual
TÍTULO:

Informational competences of the reference sector librarian:proposal for evaluating user satisfaction by applying the ServQual model within the scope of UFPI library.

PALAVRAS-CHAVES:

Reference and Information Service. Informational Skills. University Library. Reference Librarian. Quality of services. User satisfaction. ServQual model. Focus group.

PÁGINAS: 188
GRANDE ÁREA: Ciências Sociais Aplicadas
ÁREA: Ciência da Informação
SUBÁREA: Biblioteconomia
RESUMO:

Currently, the area of Librarianship has in the Reference and Information Service (SRI) one of its most complete functions, making it necessary to develop a set of differentiated skills by the professional who works in this area, that is, the librarian of reference, which has the role of mediator between the information and the user who needs it. In this sense, the SRI of the Carlos Castelo Branco Journalist Library (BCCB) of the Federal University of Piauí (UFPI) is analyzed in order to understand the informational skills and abilities required by librarians by users. This research aims to establish a proposal for evaluating the satisfaction of SRI users by applying the ServQual Model within the UFPI library, considering the informational skills of the librarian in this sector. The specific objectives are defined as: a) characterizing the reference and information services (physical and virtual) currently used in university libraries; b) identify the informational skills and competences of librarians, required by the users of the SRI of the UFPI library; c) propose an SRI Assessment Plan for the UFPI library using the ServQual Model and Focus Group. Regarding the methodology used, descriptive research was used. As for the collection of data necessary for the constitution of the research in question, it was done through a bibliographic survey, an online questionnaire on Google Forms and a Focus Group with the research subjects (users of the UFPI library), since the nature of the data was constituted through a qualitative and quantitative approach. In analyzing the research data, content analysis was used. As for the results of the study, it was found from the analysis of the gaps/gaps of ServQual, that there is a discrepancy between the expected service and the service perceived by users of the BCCB SRI of UFPI, as the expectation exceeds the perception in almost all the dimensions, except in the Warranty Dimension. Thus, it was verified the importance of carrying out user satisfaction surveys, to identify gaps (gaps or failures) in the services offered by the institutions, in order to favor diagnoses of existing problems and propose corrections or adjustments in the services offered. In addition, the application of the Focus Group was concluded with an enriching discussion with/among users, which resulted in different opinions and suggestions to resolve the main gaps detected in the ServQual results. The result of this research presented as a final product a “Guide for professionals of the reference service: evaluation of the satisfaction of users of the services offered by the libraries of federal universities”. It is expected that this product will contribute by serving as a basis for assessing the satisfaction of users of university libraries, such as BCCB at UFPI, which will be able to use it with a view to maintaining and/or achieving the quality of service offered by its sector of reference. It is also hoped that it will provide a greater approximation between the services offered by the reference sector and the real expectations of the users of the units who apply it to evaluate their services.

MEMBROS DA BANCA:
Externo à Instituição - ANDRÉA VASCONCELOS CARVALHO - UFRN
Presidente - 1526665 - DAVID VERNON VIEIRA
Interno - 2535687 - LUCAS ALMEIDA SERAFIM
Interno - 1548953 - MARIA CLEIDE RODRIGUES BERNARDINO