http://hdl.handle.net/10366/4219 2013-05-22T18:00:48Z 2013-05-22T18:00:48Z Lopes, Carlos http://hdl.handle.net/10366/116006 2012-09-12T10:35:15Z 2012-07-26T22:00:00Z

Título : Qualidade de serviço em bibliotecas universitárias: desenvolvimento e validação de um instrumento de avaliação Autor(es) : Lopes, Carlos Resumen : O estudo da avaliação da qualidade de serviço em bibliotecas universitárias tem conhecido grande interesse no seio da Biblioteconomia e Documentação. A preocupação prende-se com a importância para os profissionais da informação de serem capazes de avaliar o serviço que é prestado do ponto de vista do utilizador, de forma a mobilizar recursos, planear novos serviços e gerar soluções face às necessidades pressentidas. Para avaliar a qualidade de serviço no contexto das bibliotecas universitárias, torna-se necessário, antes de mais, compreender os elementos da qualidade de serviço e a interacção destes elementos na perspectiva do utilizador. Pretendemos analisar o modo como os utilizadores potenciais de uma biblioteca universitária avaliam a qualidade dos serviços prestados. O ponto de partida da problemática do nosso estudo procurou responder a duas questões: - Quais as dimensões que os utilizadores potenciais elegem para avaliar a qualidade de serviço de uma biblioteca universitária? - Quais as dimensões da qualidade de uma biblioteca universitária com impacto na qualidade global percebida pelos utilizadores? Os objectivos gerais do estudo foram em primeiro lugar: (a) construir uma escala para medir a qualidade de serviço prestado por uma biblioteca universitária, segundo a percepção dos seus utilizadores; (b) testar a dimensionalidade da escala; e (c) por último, identificar, por um lado, quais os atributos considerados relevantes pelos utilizadores na percepção da qualidade global dos serviços de uma biblioteca universitária e, por outro lado, de que modo é avaliada a qualidade desses serviços e quais as variáveis diferenciais que os caracterizam. O estudo envolveu várias fases: (a) foram recolhidos itens na literatura; (b) realizaram-se sete grupos de discussão com estudantes e docentes; (c) elaborou-se um questionário contendo 29 itens; (d) estudo piloto para obter a versão final da escala; e (e) validação do instrumento de avaliação. Um segundo objectivo centrou-se na análise da influência das variáveis frequência e tempo de utilização dos serviços na avaliação da qualidade por parte dos utilizadores, seguido de uma análise das características sócio-demográficas dos estudantes e sua influência na avaliação da qualidade de serviço. Como terceiro objectivo, pretendemos analisar o modo como a perspectiva do utilizador diferencia os professores dos alunos na qualidade de serviço percebida. Por último, efectuámos a análise do modo como as dimensões da qualidade de serviço afectam a qualidade global percebida.; [EN] The evaluation study of the quality of service in academic libraries has seen great interest in the Library and Documentation fields. The concern relates to the importance for information professionals to be able to evaluate the service that is provided from the point of view of the user, in order to mobilize resources, to plan new services and to generate solutions to the needs envisioned. To evaluate the quality of service in the context of the academic libraries, first of all it is necessary to understand the quality of service elements and the interaction of these elements in the user perspective. We intend to examine how potential users in an academic library evaluate the quality of services provided. The starting point of our study should answer these two questions: - Which are the dimensions that potential users elect to evaluate the quality of service of an academic library? - Which are the quality dimensions of an academic library with impact on the overall quality perceived by users? The main goals of the study were in the first place: (a) to build a scale to measure the quality of service provided by an academic library as perceived by its users, (b) to test the scale dimensionality, and (c) finally to identify, first, which are the attributes that users considered relevant for the quality perception of the services of an academic library and, on the other hand, how is it evaluated the quality of these services and which are the differential variables that characterize them. This study involved several phases: (a) we collected items in the literature, (b) we held seven focus groups with students and teachers, (c) we developed a questionnaire containing 29 items, (d) a pilot study was made for the final version of the scale, finalizing with (e) the validation of the evaluation instrument. A second goal focused on the analysis of the influence of the variables frequency and duration when the users are using services evaluated by their quality, followed by an analysis of socio-demographic characteristics of students and their influence on the evaluation of quality of service. As a third goal, we intend to examine how the user's perspective differentiates teachers to students when they perceived quality of service. Finally, we conducted an analysis of how the dimensions of quality of service affect the perceived overall quality. The study involved 594 potential users, consisting of students and teachers from an university of Lisbon, Portugal. We had a factorial structure of five dimensions: direct relationship with the user, collections, new technologies, access and reliability. Validation studies have shown good psychometric properties of their respective scale and multidimensionality. The results suggest that users with a medium and high frequency of use of services evaluate the two dimensions, Relationship with the User and Access, more positively than users with low utilization. The results also suggest that users with a time of high and medium use of services evaluate more positively the quality dimension of service Relationship with the User and Global Quality that users who have a shorter duration of use. In the dimension Collections, users with a medium use of services evaluate more positively comparing with the users with high use of services. It was found, for the second goal, that the gender effects translated into a different and positive perception by male students in Relationship dimension comparing with the female students. The age groups of students introduce differences in the perception of quality of service; the younger students differentiate themselves more positively on dimensions Collections and New Technologies compared with the other two age groups; the opposite occurs in the Relationship and Global Quality dimensions. Analyzing the students’ course, we found significant differences in Access dimension between the Psychology and Rehabilitation courses with a more positive evaluation facing the Community Development course. In Relationship dimension, the studies cycle presents a significant difference between the postgraduate students compared to the initial cycle students. Finally, in dimensions New Technologies and Global Quality the results of years of course indicate a lower evaluation of quality of service perceived by the students who attend the 5th year comparing with the 4th, 3rd, 2nd, and 1st year course students; the students of 5th year also differ in two dimensions: Reliability, compared to the fourth grade, and Relationship with the User, compared to the 1st year. Under the user perspective, and comparing with the students, the results showed that teachers present a more favorable perception regarding the dimensions Relationship with the User, New Technologies, Access, Reliability and Global Quality. The results produced by the model of relations, tested through structural equation models, suggest that the Global Quality is predominantly affected by the dimensions of quality of service: Relationship with the User and Collections. The results seem to allow a set of actions within the quality management framework to be taken by the responsible of the information unit in the sense of improving the quality of service and according to the five dimensions indicated, with the nuclear dimensions: Relationship with the User and Collections. Descripción : Qualidade de serviço em bibliotecas universitárias : desenvolvimento e validação de um instrumento de avaliação / Carlos Alberto Cardoso Paiva Lopes ; dirigido por el Dr. D. José Antonio Frías Montoya. Salamanca : [Universidad de Salamanca], 2006.XXII, 383 p.

2012-07-26T22:00:00Z Gonçalves de Abreu Fonseca, Maria Teresa http://hdl.handle.net/10366/115537 2013-03-04T13:44:25Z 2011-12-31T23:00:00Z

Título : O contributo da biblioteca escolar no desenvolvimento de habitos leitores em crianças: um estudo na área de viseu Autor(es) : Gonçalves de Abreu Fonseca, Maria Teresa Resumen : [ES] La educación ha presentado grandes mudanzas en las últimas décadas. En su papel de enseñanza se manifiestan grandes alteraciones desde el acceso al conocimiento al dominio de capacidades lectoras, fundamentales para el aprendizaje y para el éxito escolar; se han producido cambios sobre los resultados globales de la lectura y del alumno, pero se lee poco y los cambios ocurridos en la educación y en la sociedad exigen de los niños capacidades lectoras. La lectura ha perdido terreno en favor de las nuevas tecnologías de la información y de la comunicación, parece que la biblioteca todavía no ha captado a su lector. En los días de hoy existe una preocupación especial para que la biblioteca de la escuela retome su papel en las funciones de enseñanza y aprendizaje. A partir de un análisis bajo la perspectiva histórica de las bibliotecas y de su papel en la sociedad actual enfatizamos nuestro estudio en el papel de la biblioteca escolar, su dinámica en la estructura organizacional de la escuela y su relación con el medio envolvente para la formación de lectores. La biblioteca como estructura medular en todo el proceso de enseñanza-aprendizaje y el papel de la comunidad educativa, de la familia y de las instituciones en el desarrollo de hábitos lectores en los niños. Finalmente, presentamos nuestro estudio empírico realizado en escuelas de 1º, 2º y 3º ciclos de enseñanza básica de la región de Viseu. La recogida de datos fue efectuada a través de cuestionarios aplicados a profesores que enseñaban en la región de Viseu. Este primer estudio se centra en las dinámicas de las bibliotecas escolares, en la creación de hábitos de lectura en los jóvenes estudiantes, en la relación con la comunidad educativa y en la estructura organizacional de la escuela. Con base en los resultados obtenidos se nos propuso efectuar un segundo estudio “estudio Delphi”, a través del cual fueron seleccionados 30 especialistas “peritos” portugueses, entre los cuales, directores de bibliotecas, profesores, investigadores, doctorados, alcaldes, todos con vasta experiencia y, alumnos, de modo a poder dar una perspectiva más relevante a nuestra investigación, a través de la convergencia de opiniones, y destacar el consenso sobre nuestra cuestión inicial. Realizamos nuestro estudio a través de dos rondas por e-mail. Tras el análisis de la 1ª ronda y transmisión de los resultados a los peritos efectuamos la 2ª ronda retroalimentada por los resultados obtenidos en la ronda anterior con la aplicación de la escala de Likert a fin de concretizar ideas, conceptos, estrategias y actitudes desarrolladas por la biblioteca escolar. Basándonos en los resultados llegamos, entre otras, a las siguientes conclusiones: la urgencia de cambio en la formación de los alumnos y la necesidad de una participación más activa en diferentes actividades de acuerdo con las necesidades de creación de hábitos de lectura. Es esencial la movilización de los padres y de otros agentes educativos para una mayor interacción entre la biblioteca, los niños, los padres y la comunidad educativa buscando alcanzar objetivos comunes. Reflexionando sobre las limitaciones del presente estudio no podemos dejar de enfatizar el hecho de no ser posible generalizar los resultados obtenidos a escala nacional. Sería nuestro deseo pero no es posible dadas las limitaciones espacio-temporales, profesionales y financieras. Con base en los resultados obtenidos en nuestro estudio empírico elaboramos un proyecto de lectura municipal a fin de superar las dificultades presentadas e identificadas, intentando sensibilizar y dinamizar el placer de la lectura en la comunidad y extrapolar las paredes del edificio de la biblioteca fomentando la cooperación, las relaciones de colaboración y el trabajo en red.; [EN] The education has seen large changes in the last decades. In is role in teaching, expresses big changes since the knowledge accesss to the domain of literay skills, essential to learning and to scholar success. Changes have occurred on the global results of reading and in the student, but we read little and the changes occurred in education and society dmand from the children reading skills. Reading has lost ground to the new information and communication technologies, it seems that the library hasn’t captivate his reader. Nowadays there’s a special concern for the scholar library to recover his role in the teaching and learning functions. From an analysis under the historic perspectiveof the libraries and his role in the actual society, we emphasized our study in the role of the scholar library, hisdynamics in the organizational structure of the school and his relation with the environement for the readers training. The library has medullar structure in all the teaching learning process and rhe role of educational community, the family and the institutions in the development of children reading habits. Finnaly, we present our empirical study performed in schools of the 1st, 2nd and 3rd cycles of the basic teaching in Viseu area. The data gathering occurred through the questionnaire to teachers who teach in Viseu area. This first study focuses the scholar libraries dynamics in the creation of readind habits in young students, in the relationship with the educational community and the school organizational structure. Based on the results obtained, was presented to us to do a second dtudy “ Delphi study”, through which were selected 30 portuguese specialist “ experts”, including library directors, teachers, investigators, PhD’s, mayors, all whith thee same wide experience and, students so that we can give a more relevant perspective to our investigation, through the opinion convergence and to point out the consensus about our inicial question. We performed our study through two round with email. After the analysis of the 1st round and results transmission to the experts we performed the 2nd round feed backed by the results obtained in the previous round with the application of the Likert scale aiming to materialize ideas, concepts, strategies and attitudes developed by the scholar library. Based on the results obtained, we took out conclusions the resulted, among other things, the change urgency in the students training, the necessity of a more active participation in different activities according the needs of the reading habits creation. It is essential, the parent’s mobilization and other educational community, aiming to rech common objectives. Reflecting about the limitations of this study, we cannot forget the fact tht is not possible to generalize the obtained results to a national scale. It woud be our desire but it is not possible due to thr spece time, professionals and financial limitations. Based on the results obtained in our empirical study, we prepared a council reading project with the aim to fill in the difficulties presented and identified, seeking to raise awareness, streamline the pleasur of reading in the community and extrapolate the walls of the library encouraging the cooperation, the partnerships and the net work.

2011-12-31T23:00:00Z Urbanetto, Rosanara Pacheco http://hdl.handle.net/10366/110812 2011-12-09T12:00:50Z 2010-12-31T23:00:00Z

Título : A recuperação da informação dos arquivos municipais no contexto normalizado. Um estudio aplicado ao estado do Rio Grande do Sul (Brasil) Autor(es) : Urbanetto, Rosanara Pacheco Resumen : [ES] En el contexto donde las administraciones buscan la transparencia, la calidad e influidas por la globalización, se torna relevante transitar por las iniciativas normativas relacionadas con las prácticas archivísticas. La justificación de esta investigación es que se considera importante investigar en el área de la Archivología la construcción de instrumentos para facilitar la recuperación, teniendo la normalización como eje orientador. El carácter innovador es un instrumento que permita colaborar en la adopción de términos que faciliten el montaje de instrumentos archivísticos y uso de la normalización en los archivos municipales brasileños, la motivación de interés por este tema fue el desafío de elaborar la propuesta que poda servir para futuras discusiones. El problema de esta investigación es responder la interrogante: ¿los archivos municipales del Estado del Río Grande del Sur de Brasil disponen de instrumentos normalizados que contribuyan a un servicio eficiente y de calidad en su administración? Se formulan nueve hipótesis, siete fueron confirmadas, una fue refutada y otra no fue evaluada. Se establecieron tres objetivos generales y para cada uno de los objetivos generales fueran establecidos objetivos específicos. La concepción metodología adopta el modelo metodológico descriptivo basado en datos cualitativos y cuantitativos y analítico basado en las contribuciones de los modelos de propuestas de planes de clasificación seleccionados. Con una propuesta simple, accesible y flexible los resultados esperados pasan por la expectativa de despertar en las administraciones municipales la necesidad de instrumentos normalizados en la gestión documental y la contribución a la teoría archivística. Esta investigación adquirió la siguiente estructura: Introducción con aspectos generales de la investigación. Capítulo 1 Gestión Pública: aspectos generales y los archivos en la esfera municipal. Capítulo 2 y 3: presenta la contextualización y importancia de la normalización y el marco conceptual de normas empleadas en la gestión de la información. Capítulo 4: aspectos generales del control de vocabulario, su importancia en la recuperación de la información y el vocabulario controlado en archivos. Capítulo 5: detalla el método empleado para la investigación cuantitativa y demostrar el rigor de los instrumentos de recolección. Capítulo 6: se analizan y discuten los dados recolectados. Capítulo 7: se analizan las propuestas que servirán de base para la elaboración de la propuesta final uno de los objetivos de esta investigación. Capítulo 8: presenta la versión esquemática de la propuesta de instrumento para a recuperación de información. Consideraciones finales donde se revisa el cumplimento de las hipótesis y objetivos propuestos comparándolos con los resultados y aspectos teóricos. Al final se presenta la bibliografía y anexos.; [EN] In the context where the authorities seek transparency, quality and influenced by globalization, transit becomes relevant policy initiatives related to archival practices. The rationale of this research is considered important research in the area of ​​the building Archival tools to facilitate the recovery, with normalization as guiding axis. The innovative character is a tool to assist in the adoption of terms that facilitate the assembly of archival tools and use of standardization in Brazilian municipal archives, the motivation of interest in this theme was the challenge of developing the proposed pruning used to future discussions. The problem of this research is to answer the question: Does the municipal archives of the State of Rio Grande do Sul in Brazil have standardized tools that contribute to efficient and quality service in your administration? Nine hypotheses are formulated, seven were confirmed, one was contested and another was not evaluated. Three general objectives were set and for each of the general objectives were set specific goals. The design methodology adopts descriptive methodological model based on qualitative and quantitative data and analytical contributions based on proposed models of classification schemes selected. With a simple, accessible and flexible undergo the expected results raise the prospect of local governments in the need for standardized tools in document management and archival contribution to the theory. This research took the following structure: Introduction to general aspects of the investigation. Chapter 1 Public Management: general aspects and in the municipal archives. Chapter 2 and 3: presents the context and importance of standardization and the conceptual framework of standards used in the management of information. Chapter 4: general aspects of vocabulary control, its importance in information retrieval and controlled vocabulary files. Chapter 5 details the method used for quantitative research and demonstrate the rigor of data collection instruments. Chapter 6 analyzes and discusses the dice collected. Chapter 7 discusses the proposals as a basis for developing a final proposal to the objectives of this research. Chapter 8 presents the schematic version of the proposed instrument for information retrieval. Final considerations which reviews the compliance of the assumptions and objectives compared with the results and theoretical aspects. At the end presents the bibliography and appendices.

2010-12-31T23:00:00Z Llanes Padrón, Dunia http://hdl.handle.net/10366/110754 2012-12-06T14:12:27Z 2010-12-31T23:00:00Z

Título : La representación normalizada de los documentos. Estudio comparado de normas de descripción archivística Autor(es) : Llanes Padrón, Dunia Resumen : [ES] Se analizan las normas de descripción archivística publicadas con posterioridad al proceso de normalización desarrollado por el Consejo Internacional de Archivos. Se estudia la evolución de la actividad de descripción en el transcurso de la historia; los conceptos de descripción más significativos existentes a lo largo del tiempo, así como algunos aspectos sociales y científicos que han influido en la normalización de esta actividad. Asimismo se estudian y contextualizan los procesos normativos desarrollados en algunos países que han publicado estándares después de la edición de ISAD(G): Gran Bretaña, EE.UU, Canadá, Portugal, Brasil y España (tanto a nivel nacional como en las comunidades de Castilla y León, Cataluña y Galicia). En este sentido se realiza una reflexión sobre la perspectiva histórica de la descripción en estas naciones y comunidades autonómicas, sistematizando las actividades realizadas hasta la publicación oficial de los estándares. Se valoran y describen las características generales e internas que presentan las estructuras de datos de la nueva generación de normas de descripción. Se determinan las analogías, las diferencias y las innovaciones de los textos normativos estudiados con respecto a los estándares internacionales a través de los siguientes índices: índice de coincidencia normativa, índice de normalización, índice de coincidencia e índice de innovación. Finalmente, se analizan los resultados obtenidos y se describe el comportamiento individual de todos los indicadores utilizados con el objeto de presentar una recapitulación de los contenidos tratados en la investigación.; [EN] This research analyzes the archival description standards published after the normalization process was developed by the International Council on Archives. Consequently, the evolution of the archival description process in the course of history is studied; the most significant concepts of description as well as some of the social and scientific aspects that have influenced the standardization of this activity are presented. The policy processes developed in some countries that have published regulatory texts, after the edition of ISAD(G): Great Britain, USA, Canada, Portugal, Brazil and Spain (both nationally and in communities of Castile and Leon, Catalonia and Galicia) are, also, studied and contextualized. In this sense, there is a reflection on the historical perspective of description in these nations and autonomous regions, systematizing the activities which took place until the official standards‟ publication. The general and internal characteristics presented by the data structures of the new generation of description standards are evaluated and described. The similarities, differences and innovations of the regulatory texts studied in relation to the international standards are identified, through the following indexes: index-matching rules, rate standardization, matching rate and rate of innovation. Finally, we analyze the results and describe the individual behavior of all the indicators used in order to present a summary of content covered in this research.

2010-12-31T23:00:00Z