Com a palavra o usuário: estudo de satisfação na Seção de Referência da Biblioteca Central da Universidade Federal da Paraíba

Abstract

The research developed has the general objective of analyzing users' satisfaction with the Reference Service of the Central Library (BC) of the Federal University of Paraíba. The literature review covers the topics: user studies, university library and referral service, pointing out how this service emerged, what its impacts on society, the skills needed for a professional to work in the referral service and how it should be conduct of these professionals to work in said service. As for the methodological procedures, the research is exploratory-descriptive and quantitative-qualitative in nature. The instrument used to collect data for the research was the questionnaire, consisting of open and closed questions and applied to 49 users of the Reference Section, shortly after these users made use of the section (Critical Incident Technique). The results of the data analysis made it possible to trace the profile of users of the Reference Section of the Federal University of Paraíba, as well as to evaluate the degree of satisfaction that each user presents when he makes use of the services available in said section and his perception regarding the the professional (s) involved in it. Services that can meet users' needs are: the willingness of staff to assist you in the use of the Library; fast service; courtesy of staff; knowledge and guidance of professionals; dissemination of information about the library and services provided; access and availability of research terminals to the online catalog and spaces for individual and / or group study. The main factors that lead to user dissatisfaction are: lack of structure to attend users with special needs and lack of spaces for individual and / or group study. It is concluded that the services provided by the Reference Section of the UFPB Central Library satisfy satisfactorily the needs of its users.