9º Congreso Mundial de Información en Salud y Bibliotecas

Salvador, Bahia - Brasil, 20 a 23 de septiembre de 2005


4a. Reunión de Coordinación Regional de la BVS

19 y 20 de septiembre de 2005

P138 - Users’ satisfaction evaluation of the Bibliographic Research Section at Central Library of Federal University of São Paulo

Objectives: The purpose of this work is to survey, through questionnaires, the Central Library of Federal University of São Paulo users' satisfaction in relation to one of the services offered, as well as its quality.
Method: It was realized a research in the Bibliographic Research Section of the library, using for this a questionnaire with nine closed questions and one open question for users' considerations. The questionnaires had been applied to the users by the librarians themselves, for a period of one week approximately. The questionnaire was chosen for being faster and easy to answer, as long as many users show a certain resistance to answer any type of research. The questions had looked for the degree of satisfaction of the users as in relation of the service properly said, as in relation to the attendance realized by the librarians.
Results: 40 questionnaires had been distributed, which 21 had been answered by the users. Of these, 38% (eight users) belonged to the university communit y and 62% (thirteen users) of external community. In relation to the users academic formation, post-graduation students had demonstrated to be majority. 71% of the users approved the time that was taken to be attended. In relation to the amiability of the staff, 90% of the users had considered the team excellent or good, and 10% satisfactory. 82% believe that the section supplies their customers with the services announced. All of the consulted people had answered that the team is enable to supply the service and 95% believe that the service is trustworthy and offers accurate information.
Discussion: The research was centered in the users' satisfaction on the Bibliographic Research Section. In general, the users' perception in relation of this service is positive, therefore in nine questions they had only five answers & quot;unsatisfactory & quot;. In the cases where the reply was negative, it is necessary to verify which are the origins of the mentioned problems and make an effort to reduct them. In the other questions the section was well evaluated, because these questions were directly linked on the relationship between librarians and users, what demonstrates that, in a general way, the staff is able to deal with the different users who go to the library. Conclusion: The Bibliographic Research Section is, in general, well evaluated by its customers, being needed only few adjustments.