Abstract
Quality programs have been adopted by organizations as one of the most suitable means to meet the ever-increasing demands of consumers regarding products and services. This concern, historically associated with the private sector, also extends to public organizations, including university libraries, understood as providers of information services. This article aims to analyze the dimensions of service quality in a Sectoral Library at a Higher Education Institution from the perspective of its users. This is an exploratory-descriptive study, of a quantitative-qualitative nature, conducted with a sample of 70 users (undergraduate and graduate students), using a structured questionnaire with a Likert-type scale, applied within the Library. The dimensions of competence, service, comfort and aesthetics, and perceived quality, adapted from the Garvin model (1992) by Silva (2001), were evaluated. The results show that 80% of users frequent the library regularly, with home loan being the most used service (88%). The items "physical space," "use of the computerized catalog," and "home loan" obtained the highest satisfaction ratings, while "conservation and updating of the collection," "number of librarians," and "thermal comfort" had the lowest. It is concluded that users' perception is more favorable in the dimensions of comfort and aesthetics, competence, and service, these being the ones that most apply to the studied context, which points to objective paths for the continuous improvement of library services.