Servicekvalitet på Linköpings stadsbibliotek ? ur tre fokusgruppers perspektiv
The main purpose with this MA thesis is to examine how visually impaired, disabled and people with dyslexia define service quality at the public library of Linköping. The method that has been used is focus group interviews. A focus group consists of four to eight people who are joined together, without knowing each other before, to discuss a certain subject. The aim is to get a wide spread of answers. A secondary purpose is to examine how this method works. The focus groups answers are placed under four themes. They are personnel, media, place and Internet/technical equipment. For visually impaired is personnel with empathy, audiobooks and much space inside the library the most important. The Internet is a good thing for them, while they don't use the library as a meeting place. For the disabled is personnel with empathy and accessibility to and inside the library the most important. Audiobooks is a good, though mostly unknown, service for disabled. This group does rather visit the library building instead of using its services over Internet. Internet made them feel more isolated. For people with dyslexia a helpful and understanding personnel is the most important thing. The library is an important complement to the school. Bok & band is a good service. It's important with a children's' department in the building. If people with dyslexia are going to use Internet it's best if the information is displayed in an easy reading way.