Perception of Service Performance: A Study in a Library of a Higher Education Institution in Southwestern Parana, Brazil

This research aimed to analyze the users' perception of the performance of the services offered by a Public Higher Education Institution library in the Southwest of Parana, Brazil. The research adapted the instrument from the SERVPERF model proposed by Cronin and Taylor (1992). It has a quantitative and descriptive approach by survey. For data collection, which took place in 2019, questionnaires with a Likert scale were Applied. The intentional non -probabilistic sample was 115 respondents. The results of the regression analysis indicate that 52.3% of the dependent construct, Overall satisfaction with the library, was explained by Tangibility (beta=,370), followed by Empathy (beta=,303) and Reliability (beta=,249). However, the Prestity and Guarantee constructs do not statistically influence the overall satisfaction with the library.