Disponibilidade e acessibilidade: avaliação da satisfação da demanda em três bibliotecas universitárias

Abstract

The purpose of this study was to evaluate the performance of three university libraries, in order to satisfy users’ expressed needs Two main problems related to userd frustration were analyzed: book availability and accessibility The model Satisfaction Level was applied on availability evaluation. It is composed of four independent measures related to users’ satisfaction probabilities: acquisition, circulation, library and user performances In order to evaluate accessibility the model Satisfaction Level was tested. Three measures were used to investigate the effects of delays in supplying publication on users work: Incidence of Delay, Disbenifit and Cost The Satisfaction Levels observed showed that the libraries analysed can satisfy only 50 per cent of the requests. However, these performance measures were similar to those found in university libraries from other more developed countries The Satisfaction Time results showed that the effects of delays on users work depends on two factors: useful wating time and satisfaction time extension Regardless of it’s partial character as an evaluation measure, it was concluded that Satisfaction Level is a model of general applicability. Validation for the model Satisfaction Time was not achieved due statistical limitations caused by sample size As a matter of fact there is such a variety of approaches in the existing measures that evaluation studies are still in an embryonic stage In that situation, it’s hoped that this study’s mistakes and achievements can contribute to the general knowledge.