O Serviço de referência da Biblioteca Central da Universidade Federal da Paraíba: estudo sobre o nível de satisfação dos seus usuários

Abstract

The Reference Service of a information’s unity is one of the most important services provided to users, because it is a humanistic service where treatment to user must be of high agility, enabling him to obtain information on the services and products of unit. This research aims to analyze the level of users’ satisfaction of the Central Library of the Federal University of Paraíba, as the reference of this service. The research consists of thirty (30) members chosen randomly. As a research instrument was used the questionnaire. This work is a survey of descriptive and exploratory research, with quantitative and qualitative approaches to data analysis. The results indicate that users of the Central Library are mostly undergraduates, of female genre and they has less than 25 years. Additionally, they are studying food engineering, mechanical engineering, pharmacy and librarianship and they go two to three times per week. Regarding knowledge of the reference services, we obtained positive affirmations regarding the help provided by the reference librarian, others rated the service medium to good, with a small part consider it bad. We concluded that users are unaware of the services provided by the Central Library and the improvement of these services is essential is made of the same disclosures as well as putting forward the most dynamic employees. It is relevant to mention that for a proper functioning of a library not just be a collection date, you need that may have dedicated and able to walk to an evolution of knowledge. The referral service must interact with the users, just so the same level of satisfaction with the service is increasingly high.