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Service för funktionshindrade: En undersökning av Boken kommer verksamheten och några användares upplevelser av servicekvalitet
Högskolan i Borås, Institutionen Biblioteks- och informationsvetenskap / Bibliotekshögskolan.
2006 (Svenska)Självständigt arbete på avancerad nivå (magisterexamen)Studentuppsats (Examensarbete)Alternativ titel
Library service for disabled people : A study of the shut-in-service and what it can offer and the users experience of the service quality (Engelska)
Abstract [en]

The aim of this Masters thesis is to examine how disabled people who receive the shut-in-service in one community define service quality. The purpose is also to examine the shut-in-service and to look at the users' context. Answers are sought to the following questions: - How do users experience the service quality of the shut-in-service? - What kind of service does the shut-in-service offer to the user? - How can the user be described and which are his/her requests? The analysis is based on theory about service quality by Christian Grönroos. The theory makes a distinction between two kinds of service quality, technical vs functional quality, as experienced by the user through the profile of the organization. The users opinion of excellent service quality is the main issue of Grönroos' theory. The study is based upon interviews and observations. The results from the survey showed that the shut-in-service users are a homogenous group, with different disabilities. It also showed that the shut-in-service had a high service quality with well-adapted media and facilities. Two out three users appreciate that the service at the shut-in-service is satisfying. The third user was only pleased with the technical quality. For all three users the helpful and understanding library staff was the most important aspect of the service.

Ort, förlag, år, upplaga, sidor
University College of Borås. Swedish School of Library and Information Science (SSLIS) , 2006.
Serie
Magisteruppsats i biblioteks- och informationsvetenskap vid Bibliotekshögskolan/Biblioteks- och informationsvetenskap, ISSN 1404-0891 ; 2006:45
Nyckelord [en]
library and information science
Nyckelord [sv]
biblioteks- och informationsvetenskap
Nationell ämneskategori
Samhällsvetenskap
Identifikatorer
URN: urn:nbn:se:hb:diva-18231Lokalt ID: 2320/1460OAI: oai:DiVA.org:hb-18231DiVA, id: diva2:1310146
Anmärkning
Uppsatsnivå: DTillgänglig från: 2019-04-30 Skapad: 2019-04-30

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Institutionen Biblioteks- och informationsvetenskap / Bibliotekshögskolan
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