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

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.