Gestão de arquivo na visão dos usuários internos: qualidade dos serviços do Arquivo do Centro de Ciências Humanas, Letras e Artes - UFPB

Abstract

This research evaluates the perception of community members regarding the quality of services provided in the Archive Centre of Sciences Humanities, Letters and Arts of the Federal University of Paraíba. In order to ground the study theoretically perform a literature search in the literature, working the main aspects relating to Quality, Public Archives, SERVQUAL and Home Users. It is characterized as exploratory and descriptive research with a qualitative and quantitative approach. We use the questionnaire as a tool for data collection, using the Lickert scale for the measurement of the responses provided by internal users, taking as parameter dimensions: reliability, responsiveness, security, tangibles and empathy, based on SERVQUAL tool structured by means of open and closed questions. As results were favorable points (good preservation of the documentary collection, well maintained equipment and furniture, good ratio of staff in attendance) and unfavorable (hours of operation partially and non-use of personal protective equipment) that need improvement constant in the services provided. It is suggested that they may be increasingly improved services, permanent renewal of furnishings and equipment, expansion of physical space, as well as lighting and air conditioning, and periodic training of staff improvement according to their duties and functions, and deploying and implementation of a Periodic program Quality Assessment Services. We conclude that the Archive CCHLA/UFPB offers some services that can be considered as quality. Although, in general, the performance of the file can be improved, since situations that are beyond the competence of the work of professionals collaborate to compromise the quality of services.