Banca de QUALIFICAÇÃO: MARIA DO CARMO SILVA VIEIRA E MEDEIROS

Uma banca de QUALIFICAÇÃO de MESTRADO foi cadastrada pelo programa.
DISCENTE : MARIA DO CARMO SILVA VIEIRA E MEDEIROS
DATA : 29/04/2020
HORA: 15:00
LOCAL: Vídeo Conferência
TÍTULO:

INFORMATIONAL COMPETENCES OF THE REFERENCE SECTOR LIBRARY: Proposal for evaluating user satisfaction by applying the SERVQUAL model within the UFPI library

PALAVRAS-CHAVES:

Reference and Information Service. Informational Skills. Academic Library. Reference Librarian. SERVQUAL model.

PÁGINAS: 81
GRANDE ÁREA: Ciências Sociais Aplicadas
ÁREA: Ciência da Informação
RESUMO:

The Librarianship area currently has one of its most complete functions in the Reference
Service. This in turn requires the development of a set of differentiated skills on the part of the
professional working in this scope, the reference librarian, who has the role of mediator
between the information and the user who needs it. In this sense, the theme chosen was the
Reference and Information Service, in order to understand what informational skills and
abilities of the librarian are required by users of the Community Library Journalist Carlos
Castelo Branco at UFPI. For this purpose, the guiding problem of the study was established
“how to apply the user evaluation proposal within the scope of the reference service of the
UFPI library, using the SERVQUAL model, considering the informational skills of the
librarian?”. Regarding the general objective of the work, the need to "investigate the
informational competences of the librarian of the reference sector in the scope of the UFPI
library is highlighted, aiming at the construction of a service evaluation plan by users". Specific
objectives are defined in “Identifying trends in reference services (physical and virtual)
currently used in University Libraries; Identify the information skills and competences of
librarians, required by users of the reference service of the UFPI library; Implement a
Reference Service Evaluation Plan using the SERVQUAL model in the UFPI library.
Regarding the methodology used, descriptive research will be used. As instruments of data
collection we will use the bibliographic survey and online questionnaire in Google Forms with
the research subjects (users of the UFPI library), since the nature of the data will be constituted
through a qualitative approach. The data analysis method will be used for data analysis. As for
the results of the study, the notes will be awaited through the application of the questionnaire
with the research subjects, followed by the elaboration of a Plan for the evaluation of the users'
satisfaction applying the SERVQUAL model within the UFPI library, as a dissertation product
proposal.

MEMBROS DA BANCA:
Externo à Instituição - ANDRÉA VASCONCELOS CARVALHO - UFRN
Interno - 1577834 - CARLA FACANHA DE BRITO
Presidente - 1526665 - DAVID VERNON VIEIRA