Badania ankietowe jakości usług i oczekiwań czytelniczych w Bibliotece Instytutu Neofilologii Sekcji Angielskiej uniwersytetu pedagogicznego w Krakowie

Abstrakt

[Survey research into the quality of service and users’ expectations in the English Library of the Modern Languages Department of the Pedagogical University of Krakow]

The article presents the results of the user investigation at the Library in the Modern Languages Department at Pedagogical University in Kraków. The investigation was performed in the academic year 2009/2010. The aim of the investigation was to know the student’s and staff’s opinion on the services offered by our library. The following issues will be discussed: open access in libraries, the quality of library services, customer - the user and expectations, the quality of services and customer satisfaction.