Quality evaluation of academic library
the LIBQUAL+® methodology and its perspectives of implementation in Brazil
DOI:
https://doi.org/10.36311/1981-1640.2013.v7esp.03.p25Keywords:
Academic Libraries, Customer Services, Quality, Customer Satisfaction, LibQUAL ®.Abstract
The purpose of this paper is to discuss the thematic of customer-centered quality in academic libraries and contribute to the importance of quality evaluations based on the perception of their customers for this type of library. It is especially important in Brazil, where evaluations of higher education institutions and their infrastructure items, including libraries, are compulsory. It highlights a specific methodology, the LibQUAL+®, created in the United States and used in hundreds of libraries around the world, but without any perceptible application in Brazil as yet. From the analysis of LibQUAL+® assessment procedures, the article aims to present the benefits that can be achieved from the application of this methodology as well as it intends to verify the possibilities of using it in academic libraries in Brazil. It concludes that the methodology presents aspects which can support the academic library management, as identifying strong and weak points of the services, becoming closer to the library´s customers’ needs, comparing the library performance with other libraries and defining the best practices in the field, besides contributing to a more professional management of the libraries.
Downloads
References
Downloads
Published
Issue
Section
License
Copyright (c) 2013 Gisele Ferreira de Brito, Waldomiro de Castro Santos Vergueiro
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
When submitting an article, the authors retain the copyright of the article, giving full rights to the Brazilian Journal of Information Science to publish the text.
The author(s) agree that the article, if editorially accepted for publication, shall be licensed under the Creative Commons Attribution-ShareAlike 4.0 International (CC BY-SA 4.0) license (http://creativecommons.org/licenses/by-sa/4.0) Readers/users are free to: - Share — copy and redistribute the material in any medium or format - Adapt — remix, transform, and build upon the material for any purpose, even commercially. The licensor cannot revoke these freedoms as long as you follow the license terms. Under the following terms: - Attribution — You must give appropriate credit, provide a link to the license, and indicate if changes were made. You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use. - ShareAlike — If you remix, transform, or build upon the material, you must distribute your contributions under the same license as the original. No additional restrictions — You may not apply legal terms or technological measures that legally restrict others from doing anything the license permits. Notices: - You do not have to comply with the license for elements of the material in the public domain or where your use is permitted by an applicable exception or limitation. - No warranties are given. The license may not give you all of the permissions necessary for your intended use. For example, other rights such as publicity, privacy, or moral rights may limit how you use the material.
Creative Commons Attribution-ShareAlike 4.0 International License.
