Evaluation of products and services of a nursing library: user satisfaction

Revista Latino-Americana de Enfermagem

Sheila Kátia Cozin¹  Ruth Natalia Teresa Turrini² 

[1] ,University São Paulo School of Nursing ,Brazil

关键词: libraries;    nursing;    library materials;    consumer satisfaction;    nursing;    bibliotecas de enfermería;    materiales bibliográficos;    satisfacción de los consumidores;    enfermería;    bibliotecas de enfermagem;    acervo de biblioteca;    satisfação dos consumidores;    enfermagem;   

DOI  :  10.1590/S0104-11692008000400017

来源: SciELO

【 摘 要 】

The goal of the study was to evaluate the quality of the services provided by the library at the Nursing School of the University of São Paulo. A questionnaire evaluating users' satisfaction with the service was employed, covering five quality components: tangibles, reliability, responsiveness, assurance and empathy. The Satisfaction Rate was calculated through the degree of importance in relation to satisfaction. The analysis of the open-ended answers was quanti-qualitative. For Reliability and Empathy, the users showed dissatisfaction with the training for bibliographic research and the librarian's willingness to meet the clients' information needs, respectively. Responsiveness did not fully satisfy the users, disagreeing with the providers. However, both agreed that the archives are outdated. Among the tangible aspects, equipment and noise were criticized most often. The results show that the library offers good service quality to its users.

【 授权许可】

CC BY   
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