Resumen

ZAMUDIO IGAMI, Mery P; CARDOSO SAMPAIO, Maria Imaculada  y  SANTOS VERGUEIRO, Waldomiro de Castro. EL USO DEL SERVQUAL EN LA VERIFICACIÓN DE LA CALIDAD DE LOS SERVICIOS DE UNIDADES DE INFORMACIÓN: EL CASO DE LA BIBLIOTECA DEL IPEN. Rev. Interam. Bibliot [online]. 2005, vol.28, n.2, pp.177-191. ISSN 0120-0976.

This is a study of some of the factors that most affect library performance, emphasizing that libraries do not exist for their own sake nor do they survive in isolation. In the realm of special and academic libraries, one of the most important functions is that of satisfying user demand. In order for an administrator to plan and make decisions, evaluation becomes an important tool. This article reports on a research project carried out in the special library of the Instituto de Pesquisas Energéticas e Nucleares (IPEN) using the model of SERVQUAL, which identifies the difference between user expectations and user satisfaction with the services offered by the library. The study was carried out during the second semester of 2003, using an electronic questionnaire involving 620 users in the scientific community of IPEN, 80% of whom responded to the questionnaire. On the basis of the analysis of the results, it became evident that the services offered by the library approximate the ideal expectations of the users. Nevertheless, there remains room for improvement in some areas.

Palabras clave : Evaluation; Library Management; Special libraries; SERVQUAL.

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