The quality of services of public media libraries in Warsaw – in youth's view. Research done using the SERVQUAL method

Authors

  • Magdalena Paul Library and Information Science Institute of Warsaw University, Student

Keywords:

library service quality, media library, multimedia, needs assessment, public library, quality, SERVQUAL

Abstract

The paper presents the results of research conducted in 2012 in three Warsaw multimedia libraries. The subject of the study was to assess the quality of library services for young people in secondary schools and high schools. In the study there was used SERVQUAL method, based on measuring the gap between perceived quality and expected quality of the service. The quality of service was analyzed in the context of nine determinants. The assessment included inter alia: library staff, resources, interior spaces. 

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Published

2017-05-21

Issue

Vol. 3 No. 2 (2014): June 2014 Issue

Section

Articles