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Uppfattningar om kvalitet på medicinska bibliotek
University of Borås, Swedish School of Library and Information Science.
1997 (Swedish)Independent thesis Advanced level (degree of Master (One Year)), 80 credits / 120 HE creditsStudent thesisAlternative title
Perceptions of quality in medical libraries (English)
Abstract [en]

This paper presents the background, aim and results of a small empirical study conducted in the setting of a medical hospital library. The background is found both in the quality ambitions of the medical professions and organizations and in the effort of medical libraries to show their importance to the total quality of medical decision making. As a first step in the library's quality process, the aim has been to identify quality performance indicators of value to library users in their contact with a medical hospital library. The second step- to identify satisfaction levels - is not included in this work. Another aim has been to compare the quality categories in this small study with the generally accepted quality categories that emerged in the comprehensive studies of Parasuraman, Zeithaml and Berry in which customers express their expectations and perceptions of services.

This study is based on a small number of interviews with representatives from different user groups within a hospital. The analysis is inspired by phenomenography which build on perceptions of phenomena - in this case the phenomenon "quality". In the material from the interviews five quality categories were identified. Compared to generally accepted quality categories from the service sector none of these five categories were unique.

Important conclusions were that despite the homogeneity of the user group, expectations and needs are different and vary from time to time. Consequently flexibility and individual treatment of library users are crucial if the library is to meet user expectations. But the material also shows that despite access to modern technology users have very traditional perceptions of the library seeing the library as a room. If libraries were to let only user expectations initiate changes, it would lead to stagnation. It is not realistic to rely only on the knowledge or interest of the users.

Place, publisher, year, edition, pages
1997. , 46 p.
Series
Magisteruppsats i biblioteks- och informationsvetenskap vid Institutionen Bibliotekshögskolan, ISSN 1401-5358 ; 37
Keyword [en]
medical libraries, quality assurance, service quality, performance indicators, Sweden, interviews
National Category
Information Studies
Identifiers
URN: urn:nbn:se:hb:diva-12204OAI: oai:DiVA.org:hb-12204DiVA: diva2:1106250
Subject / course
Library and Information Science
Available from: 2017-06-07 Created: 2017-06-07 Last updated: 2017-06-07Bibliographically approved

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fulltext(6858 kB)41 downloads
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Type fulltextMimetype application/pdf

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf