Description
It addresses the relevance of the quality assessment processes as instruments of support for managing information services. It describes the implementation of the Product and Service Quality Assessment Program (PAQ) of University of São Paulo’s Integrated Library System (SIBi/USP), reporting two phases performed so far. Phase one, performed in 2002, assessed products and services of SIBi’ libraries by means of questionnaires and interview for data collection. Five electronic questionnaires were applied comprising the SERVQUAL – tangibles, reliability, responsiveness, assurance and empathy dimensions and an interview was applied to library users, using three questions. Phase two of PAQ was performed in 2005 by means of electronic form with a view to detecting the users’ needs as to SIBi Service Network resources - SIBiNet (http://www.usp.br/sibi). The methodology adopted included the critical incident method for data collection and SERVQUAL dimensions for result categorization. The analysis has taken into account USP users, non-USP users and the System’s technical team. Results indicate the need of immediate improvement implementation in SIBi’s site and reassert the importance of the Program in adjusting SIBi/USP services to the users’ needs as a System’s managerial tool.
Included in
Quality assessment program as contribution for the SIBi/USP management.
It addresses the relevance of the quality assessment processes as instruments of support for managing information services. It describes the implementation of the Product and Service Quality Assessment Program (PAQ) of University of São Paulo’s Integrated Library System (SIBi/USP), reporting two phases performed so far. Phase one, performed in 2002, assessed products and services of SIBi’ libraries by means of questionnaires and interview for data collection. Five electronic questionnaires were applied comprising the SERVQUAL – tangibles, reliability, responsiveness, assurance and empathy dimensions and an interview was applied to library users, using three questions. Phase two of PAQ was performed in 2005 by means of electronic form with a view to detecting the users’ needs as to SIBi Service Network resources - SIBiNet (http://www.usp.br/sibi). The methodology adopted included the critical incident method for data collection and SERVQUAL dimensions for result categorization. The analysis has taken into account USP users, non-USP users and the System’s technical team. Results indicate the need of immediate improvement implementation in SIBi’s site and reassert the importance of the Program in adjusting SIBi/USP services to the users’ needs as a System’s managerial tool.