Quality management: a case study at a public library located in Aracaju

Abstract

This article aims to present a case study on the quality evaluation treatment in services offered by public libraries, seeking to identify the quality perceived by the users in the use of services performed in a Public Library in Aracaju / SE. The objective of the study was to analyze the quality factor in the services offered by the library, emphasizing the results of the services offered, focusing on user satisfaction. When observing the management of this Library, it is verified that the services offered by the unit need improvements, making them more accessible to the community where it is inserted, in order to promote growth and convenience for the user, resulting in actions that are valid and also contribute to your life. This improvement action should be aligned with digital inclusion and education, proposing real changes in order to adjust services provided with quality to public libraries in general. The methodology adopted was the bibliographical one, with the purpose to base and base the research, based on theses and dissertations available in digital periodical websites and journals and databases. The qualitative-quantitative method was also used to construct this article, and this method was used to carry out a survey of satisfaction, through the application of questionnaires to users of the services and products offered by the Public Library, seeking to identify the perception of these users at the level Of Quality.