Análise da relação entre as práticas ambientais e a qualidade dos serviços percebidos em uma biblioteca universitária
Kawaguchi, Elza Naomi
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University libraries provide an important service to the academic community, because they provide informational support for the dissemination of knowledge, and of it operates in the area of service rendering, it is susceptible to quality collection, in addition another factor that has required attention by the managers of libraries is proper environmental management of their actions. Within this context, this research had the objective of analyzing whether the environmental practices adopted by the Campus Sorocaba (B-So) library have some relation with the quality of the services provided. Regarding the specific objectives, it was verified that the SERVQUAL method is the most used to measure the quality of services in university libraries and has been used for fifteen years by several institutions. For this reason, the model adapted by Figueiredo, Mergulhão and Rubi (2014) was used, which includes five dimensions: tangible aspects, reliability, readiness, safety and empathy. Regarding environmental practices, it was identified that many higher education institutions use the Sustainable Logistics Management Plan (PLS) to guide their actions in order to adopt sustainability practices and rationalization of expenses and processes in Public Administration, and among the actions adopted some initiatives have been detected that are applied in B-So. Statistical analysis of the data was performed using the IBM SPSS Statistic version 21 software, the following results were obtained: Cronbach's alpha test indicated that both the SERVQUAL and the environmental practices variables presented acceptable levels of confidence, since all the indices were above 0.7; the Kaiser-Meyer-Olkin (KMO) test had an index of 0.753 while the Bartlett's Sphericity Test was χ2 = 212.957, both considered good; Kruskal-Wallis test and Mann-Whitney test showed homogeneity among the populations presenting no significant differences between them; and finally the Spearman test that presented indexes above 0.30, which indicated that the degree of importance given to environmental practices presents a significant positive correlation in relation to perception of the quality of the services provided by the Campus Sorocaba Library. In relation to the critical points of the services provided only the aspect related to IT equipment, security and furniture needs improvement. Regarding the way users evaluate environmental practices, they all showed significant results, since all of them obtained over 90% positive evaluations, demonstrating that environmental awareness is very clear among the categories involved in the research.