As bibliotecas universitárias e a gestão de qualidade no atendimento: estudo de caso

Abstract

This study analyzes five university libraries in the State of Rio de Janeiro to examine how they conduct their activities in the pursuit of quality and to assess the need for implementing a quality management system. Employing qualitative methods, the study gathers data to evaluate the quality level of the services provided. The analysis focuses on service quality at five university libraries belonging to five higher education institutions in the State of Rio de Janeiro, with the general objective of examining their physical space, collections, and customer service. The selected libraries are: Rio de Janeiro State University (UERJ), Federal University of Rio de Janeiro (UFRJ), Military Institute of Engineering (IME), Bezerra de Araújo College (FABA), and Salesian College of Macaé (FSMA).