Avaliação da satisfação do consumidor: o caso da biblioteca José de Arimatéia Pereira no IFRN campus Natal-Zona Norte

Abstract

Currently we live in a globalized world, more and more institutions seek to improve their services and products, and one of the possible ways to achieve this result is to make successive internal and external evaluations, where through specific tools, seek differential to reach their audience target and stand out in the market where it operates. The research aims to verify the level of satisfaction of users of the library of a campus of the Federal Institute. It uses an applied research study, with descriptive purpose and the form of quantitative approach with the application of questionnaire. It identifies that the majority of users are students of integrated technical education and presents satisfaction with the services provided, however they point out points that need to be revised. It concludes by pointing out that one of the aspects that could be improved was the insufficient number of technical titles and the question of silence appropriate to a study environment.