Service för funktionshindrade
En undersökning av Boken kommer verksamheten och några användares upplevelser av servicekvalitet
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.