Servicekvalitet på Göteborgs stadsbibliotek utifrån dyslektikers perspektiv
The aim of this paper is to examine how dyslectic adults define the service quality at the public library of Gothenburg. The purpose is also to investigate what level of service quality the library provides and which responsibilities the library has towards the dyslectics. Answers are sought to the following questions: - How do dyslectics perceive the service quality at the public library of Gothenburg and is that service quality satisfactory? - What responsibilities does the public library of Gothenburg have towards the dyslectics according to cultural policy documents? In this paper six persons have been interviewed. Of these, four are adult dyslectics, one works with people with special demands and the last one is the chief librarian. The last two persons mentioned work at the public library of Gothenburg. The theoretical framework is a theory where the users opinion about good service quality is in focus. Professor Grönroos has developed the theory. The informants say that its important that the library service is good and that they are treated politely. The dyslectics perceive that its important that the library has the appropriate material, like talking books. All the dyslectics perceive that the service at the public library of Gothenburg is satisfying. The national library act is of great support for the needs of the dyslectics. The responsibilities of the public library of Gothenburg towards the dyslectics were found to be complete, because the library offers adapted material and many other resources for the dyslectics.