Kvalitetsutveckling på folkbibliotek. ? En fokusgruppsundersökning av vuxenstuderande som läser svenska som andra språk vid Komvux.
The purpose of this master?s thesis is to examine what needs and expectations the patrons have on the local public library services for adult students. With increased knowledge of these matters the library will be able to support and improve the service for users. The focus is on adult students with immigrant background who study Swedish as second language in a municipal adult education school. The main questions are: How do adult students use the library at present? What do they consider to be most important when using the public library for their studies? How do these expectations correspond to their experience of the library services? Two focusgroups and one in-depth interview were carried out. Bo Edvardsson?s service quality model where four cooperating criteria decide the customers? total experience of services is used. The model is based on theories in the Service Management research field. The results of the study show that the respondents most of all want staff to be available at all times. They also want staff to be patient, keen on listening, and to take the time to listen for the patrons? true need and help them find the right media that suit the patrons? interest and language level. But more urgent for the libraries to develop is assistance to school assignments and language studies, according to the result of the study. The study also shows that formal and informal learning often coexists at this level of studies.