Fluxos de produção e comunicação científica sobre a “satisfação de usuários”: um exame bibliométrico na base de dados da Ciência da Informação

Abstract

Introduction: the satisfaction of the interactant involves a field of study of Information Science that seeks to understand the influences of internal and external factors and the social components that interfere in the management of the process of development of services, products and organizations. Objective: to analyze scientific production in the area of user satisfaction, in the period from 2015 to 2019, represented by scientific articles indexed in the referential database of articles in information science journals - Brapci. Methodology: this is a qualitative and quantitative research that used bibliometrics and content analysis as the main methodological tools. Results: the scientific production in consumer satisfaction has presented a relatively stable behavior in the last five years, and the year 2017 expresses the period is the advance in the treatment of this theme. Conclusions: the analysis of scientific articles and journals showed that ‘user satisfaction’ is related to multidisciplinary areas, especially regarding the issue of assistance in archives, libraries and museums.

Keywords

• bibliometry
• scientific communication
• information services
• information users