Data set of users’ perceptions about the services provided by a Library

The following question is alive: how to evaluate the users’ satisfaction regarding the services provided by a library? Duarte and Costa [1] proposed and applied a framework evaluating the satisfaction of the users of a library, regarding the library services. That proposal was organized into three steps: a systematized literature review that has supported the construction of a questionnaire; a data collection though applying the questionnaire to a sample; and, the analysis of the data collected. The results from the literature review were the input for defining the questionnaire for evaluating the users’ satisfaction. Here we describe ta full dataset containing the perceptions of users about the services provided by a library specialized in the field of nuclear technology, sited in Rio de Janeiro Brazil. The sample was composed of 117 respondents of whom 94 returned forms. This data was also used in Costa and Duarte [2] to support the validation of use of ELECTRE ME as a method to evaluate quality of services in a multicriteria and multiple evaluator environment.

当前仍有待解决的问题为：如何评估用户对图书馆所提供服务的满意度？Duarte与Costa[1]提出并应用了一套图书馆用户服务满意度评估框架。该方案共分为三个步骤：一是开展系统化文献综述，为问卷的编制提供支撑；二是向样本群体发放该问卷以采集数据；三是对采集得到的数据开展分析。文献综述的研究结果成为制定用户满意度评估问卷的核心依据。本文将介绍一套完整的数据集，其收录了巴西里约热内卢某核技术专业图书馆用户对其服务的感知评价。本次调研共有117名受访者参与，其中94人提交了有效问卷。该数据集也曾被Costa与Duarte[2]用于验证ELECTRE ME方法在多准则、多评估者环境下评估服务质量的适用性。