PERCEPTION OF THE QUALITY OF SERVICES OFFERED BY SECTORIAL LIBRARY OF AREIA - PB, UFPB CAMPUS II: the internal customer's vision

Abstract

To know their customers' needs is an indispensable condition for the development of any organization’s activities. This work presents an evaluation of the quality services offered by the Sectorial Library of Areia-PB, under the internal customer's optics. In methodological terms, we can say that this research possesses a more quantitative than qualitative approach. The research’s type is exploratory and descriptive. For its accomplishment, as parameter, were adopted the dimensions extolled by SERVQUAL, research tool that seeks to measure the quality with base in the implementation of the concept of flaw of quality in services. As research instrument, was used the questionnaire, in which consist closed and open questions. The results allow ending that, in the employees' perception, although there are points that can be get better, the services offered by the Library present quality in the five dimensions: reliability, responsibility, safety, empathy, and tangibility.