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

Abstract:

: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 However, both agreed that the archives are outdated.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.

journal_name

Rev Lat Am Enfermagem

authors

Cozin SK,Turrini RN

doi

10.1590/s0104-11692008000400017

subject

Has Abstract

pub_date

2008-07-01 00:00:00

pages

758-64

issue

4

eissn

0104-1169

issn

1518-8345

pii

S0104-11692008000400017

journal_volume

16

pub_type

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