Quality assessment program as contribution for the SIBi/USP management (2006)
- Authors:
- USP affiliated authors: SAMPAIO, MARIA I. C. - IP ; NETTO, ADHERBAL CAMINADA - EP ; BARREIROS, ADRIANA DE ALMEIDA - IQ ; FERRARI, ADRIANA CYBELE - SIBI ; FONTES, CYBELLE DE ASSUMPCAO - FOB ; GRANDI, MARCIA E. G. - FFLCH ; VILLELA, MARIA C. O. - EP ; ZANI, ROSA MARIA FISCHI - FMVZ
- Unidades: IP; EP; IQ; SIBI; FOB; FFLCH; FMVZ
- Subjects: SERVIÇOS DE INFORMAÇÃO; SATISFAÇÃO DO CONSUMIDOR; BIBLIOTECA UNIVERSITÁRIA; BIBLIOTECAS PÚBLICAS (QUALIDADE); BIBLIOTECAS (SERVIÇOS;AVALIAÇÃO)
- Language: Inglês
- Abstract: 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 Qualityn 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, has assessed products ans services of SIBi libraries by means or questionnaires and interview for data collection. Five eletronic questionnaires were applied comprising the SERQUAL receptivity, empathy, reliability, guarantee and tangibility dimension and an interview was applied to library users, using three questions. Phase two of PAQ was performed in 2005 by means of eletronic for with a view to detecting the user´s needs as to SIBi Service Network resources SIBiNet (http://www.usp.br/sibi). The methodology adopted inclued the critical incident method for data collection and SERVQUAL dimension 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 website and reassert the importance of the Program in adjusting SIBi/USP services to the user´s needs as a System´s managerial tool
- Imprenta:
- Publisher: FEUP Faculdade de Engenharia Universidade do Porto
- Publisher place: Porto
- Date published: 2006
- Source:
- Título: Resumos
- Conference titles: Annual Conference Embedding Libraries in Learning and Research
-
ABNT
SAMPAIO, Maria Imaculada Cardoso et al. Quality assessment program as contribution for the SIBi/USP management. 2006, Anais.. Porto: FEUP Faculdade de Engenharia Universidade do Porto, 2006. Disponível em: https://repositorio.usp.br/directbitstream/1af626db-e2bf-4d26-a5df-0830af2d3fef/Caminada-2006-quality%20assessment%20program-resumo.pdf. Acesso em: 21 abr. 2025. -
APA
Sampaio, M. I. C., Caminada Netto, A., Barreiros, A. de A., Ferrari, A. C., Fontes, C. A., Grandi, M. E., et al. (2006). Quality assessment program as contribution for the SIBi/USP management. In Resumos. Porto: FEUP Faculdade de Engenharia Universidade do Porto. Recuperado de https://repositorio.usp.br/directbitstream/1af626db-e2bf-4d26-a5df-0830af2d3fef/Caminada-2006-quality%20assessment%20program-resumo.pdf -
NLM
Sampaio MIC, Caminada Netto A, Barreiros A de A, Ferrari AC, Fontes CA, Grandi ME, Villela MCO, Zani RMF. Quality assessment program as contribution for the SIBi/USP management [Internet]. Resumos. 2006 ;[citado 2025 abr. 21 ] Available from: https://repositorio.usp.br/directbitstream/1af626db-e2bf-4d26-a5df-0830af2d3fef/Caminada-2006-quality%20assessment%20program-resumo.pdf -
Vancouver
Sampaio MIC, Caminada Netto A, Barreiros A de A, Ferrari AC, Fontes CA, Grandi ME, Villela MCO, Zani RMF. Quality assessment program as contribution for the SIBi/USP management [Internet]. Resumos. 2006 ;[citado 2025 abr. 21 ] Available from: https://repositorio.usp.br/directbitstream/1af626db-e2bf-4d26-a5df-0830af2d3fef/Caminada-2006-quality%20assessment%20program-resumo.pdf - Programa de avaliação da qualidade dos produtos e serviços do SIBi/USP - PAQ
- Quality assessment program as a contribution to the SIBi/USP management
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- Curso à distância sobre qualidade em serviços de informação: parceria Brasil x Portugal
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