This study aims to identify and analyze the perception of the users of the System of Libraries and Information of the Federal University of Ouro Preto in the State of Minas Gerais, about the quality of the services provided by these libraries. To meet this objective it has adapted the Servqual scale developed by suggested by Parasuraman, Zeithaml and Berry (2006) and the Libqual model developed by Cook, Thompson and Heath (2004), for the preparation of the questionnaire. The present research is quantitative approach and about the purposes, it fits as descriptive. As to the means, research qualifies as a case study. The data from the questionnaires were computed statistically by meannings of univariate analysis techniques, such as the descriptive statistics and the non-parametric test of Friedmann. The results of the research may be pointed out that in relation to expectations of service users expect that libraries fulfill what is promised in relation to the attributes of the services, in addition, that employees are willing to assist users and employees to transmit cortesia. Na knowledge and perception of the users the services offered by libraries prove to be reliable and the staff assist users with questions regarding the use of library services. Also in relation to the perception of the services, users showed dissatisfaction with the equipment and infrastructure of libraries. Comparing the values of the differences between expectation and perception, it was observed that in any dimension perceptions exceed expectations, which entails that must be made improvements in several aspects in the provision of services of Sisbin libraries so that services are considered quality by users.
Quality of services; Servqual; Libqual; University Libraries
