The Servqual Metric in Assessing the Central Library Users' Satisfaction Federal University of Santa Catarina
The article deals with the satisfaction of UFSC students, evaluated by Metric Servqual on the services offered by the Central Library (BC-UFSC) - Campus Trindade – Florianópolis (Brazil). The population of 31,436 enrolled in year 2013 (PROPLAN/UFSC, 2013), obtained a sample of 381 students. We used...
| Autores: | , |
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| Formato: | artículo |
| Estado: | Versión publicada |
| Fecha de publicación: | 2016 |
| País: | Brasil |
| Recursos: | Universidade Federal de Santa Catarina (UFSC) |
| Repositorio: | Encontros Bibli |
| Idioma: | portugués |
| OAI Identifier: | oai:periodicos.ufsc.br:article/40623 |
| Acesso em linha: | https://periodicos.ufsc.br/index.php/eb/article/view/1518-2924.2016v21n45p35 |
| Access Level: | acceso abierto |
| Palavra-chave: | Métrica Servqual Satisfação dos serviços BC-UFSC Usuários clientes Servqual metric Services satisfaction Clients users |
| Resumo: | The article deals with the satisfaction of UFSC students, evaluated by Metric Servqual on the services offered by the Central Library (BC-UFSC) - Campus Trindade – Florianópolis (Brazil). The population of 31,436 enrolled in year 2013 (PROPLAN/UFSC, 2013), obtained a sample of 381 students. We used the questionnaire Likert Style and type of probabilistic-systematic study. The collection was in year 2013, april, 1st until 16th and the treatment by SPSS®. The results revealed dissatisfaction among respondents about the services of BC-UFSC about, mainly: security on campus, parking spaces, cleaning of bathrooms and excessive noise, in the BC-UFSC. |
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