期刊名称：Encontros Bibli: revista eletrônica de biblioteconomia e ciência da informação
印刷版ISSN：1518-2924
出版年度：2018
卷号：23
期号：52
页码：84-94
DOI：10.5007/1518-2924.2017v23n52p84
语种：Portuguese
出版社：Departamento de Ciência da Informação – UFSC
摘要：This paper deals with visitors' perceptions and expectations about the services offered at the Zona da Mata Book Biennial, in Juiz de Fora city – Minas Gerais State (Brazil). It presents an exploratory, descriptive, quantitative approach, aiming to diagnose the dimensions of quality: Reliability, Empathy, Assurance, Responsiveness and Tangibility. Using a Likert questionnaire, non-probabilistic data were collected between June 14 and 19, 2016. The results indicate the validity and consistency of the approach, evidencing that the largest gap covers tangible items. It is concluded that the Servqual metric is adequate to empower the interactant and to guide possible improvements in the service development process.
关键词：Study of Users;Quality;Satisfaction;Services;Servqual
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