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Methods for measuring service quality in university libraries: a case study of libraries AMU and JAMU
Bártová, Tereza ; Landová, Hana (advisor) ; Drobíková, Barbora (referee)
This thesis examines the issue of measuring the quality of services from a theoretical and practical perspectives. It's trying to define the term quality in the context of library services, particular performance indicators used in practice and try to provide an overview of the possibilities of its measurement in the Czech environment as well as abroad. It describes methods Balanced ScoreCard, Benchmarking, Total Quality Management, ServQUAL and SWOT analysis, which originally came from the commercial sector and Benchmarking of libraries, Bibliotheksindex and LibQUAL +, which were created directly for a field of librarianship. It also maps the various activities in this field at national and international level. The practical part of the thesis consists of a survey in two selected libraries performed on the basis of three selected methods of quality measurement: Benchmarking of libraries, Bibliotheksindex and SWOT analysis. In conclusion of the thesis is based on the information gathered from own experience and practice created a general framework for service quality, the possibility of increasing quality and it's measurement in academic libraries.
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Courts libraries in the Czech Republic
Mizlerová, Kateřina ; Korhoň, Ondřej (advisor) ; Krčálová, Kateřina (referee)
Aim of this bachelor's thesis is to characterize the current state of judicial libraries in the Czech Republic. Judicial system in the Czech Republic and the organization of court libraries are described in this work. Aim of this bachelor's thesis is to find out how and by whom are court libraries managed, how big is their fund, who is in charge of the library and what services they provide for judges. Libraries selected for the comparison are library of the Constitutional Court in Brno, Library of the Czech Supreme Court and the Library of the Arbitration Court in Prague. Keywords courts, judiciary, judical organization, court libraries, academic libraries, specialized libraries, services of libraries, users of libraries, library collection, legal literature, law
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The analysis of society attitudes and the access of libraries to the disabled people
Molíková, Barbora ; Fonferová, Ľudmila (advisor) ; Buřilová, Marcela (referee)
This study focuses on disabled users of public libraries. First, general attitude towards physically handicapped people is analyzed on the basis of literature review. Furthermore, past surveys were utilized in order to describe attitudes demonstrated by library staff in particular as well as approach taken by the libraries in order to ease access for disabled users to library services. Analysis is complemented by overview of current projects aimed to improve accessibility of libraries including communication facilities and tools overcoming construction barriers. General principles of barrier-free access to libraries are derived from this overview. The field survey in the second part of this study evaluates accessibility of selected libraries from the point of view of disables users. The sample focused particularly on libraries which have not been reviewed yet. Particular conditions in each library classify the respective institution to the corresponding category of accessibility. Derived knowledge was published on website of Pražská organizace vozíčkářů, o.s. (Prague wheelchair association, NGO).
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Methods for measuring service quality in university libraries: a case study of libraries AMU and JAMU
Bártová, Tereza ; Landová, Hana (advisor) ; Drobíková, Barbora (referee)
This thesis examines the issue of measuring the quality of services from a theoretical and practical perspectives. It's trying to define the term quality in the context of library services, particular performance indicators used in practice and try to provide an overview of the possibilities of its measurement in the Czech environment as well as abroad. It describes methods Balanced ScoreCard, Benchmarking, Total Quality Management, ServQUAL and SWOT analysis, which originally came from the commercial sector and Benchmarking of libraries, Bibliotheksindex and LibQUAL +, which were created directly for a field of librarianship. It also maps the various activities in this field at national and international level. The practical part of the thesis consists of a survey in two selected libraries performed on the basis of three selected methods of quality measurement: Benchmarking of libraries, Bibliotheksindex and SWOT analysis. In conclusion of the thesis is based on the information gathered from own experience and practice created a general framework for service quality, the possibility of increasing quality and it's measurement in academic libraries.
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Specifics of Consumer Behavior on Cultural Heritage Market
Johnová, Radka ; Koudelka, Jan (advisor) ; Zamykalová, Miroslava (referee) ; Beck, Jiří (referee)
Doctoral thesis Specifics of Consumer Behavior on Cultural Heritage Market is a market research based analysis of visitors of museums and galleries. The main goal of the work is to describe and segment the audiences, find out stimuli influencing visitor behavior, visitor motivation and lifestyle in order to suggest new marketing strategies attracting either new visitors or to turn occasional visitors into clients. The first part uses the theoretical microeconomic approach for analyzing the demand for cultural heritage; the price policy and price strategies of museums and galleries, and results in socially justified price of merit goods. The second part compares the Czech "consumer" of cultural heritage with an average consumer behavior in the same markets within the European Union and the U.S.A. The main part of the thesis consists of the research project based on quantitative descriptive research among museum and gallery visitors. The sample size is 543 respondents. Respondents were interviewed from September 2008 to March 2009 (personal intercept interview) in 25 organizations (from large and important institutions to small and regional organizations). The research project uses the nonprobability (convenience) sample of those who came to a museum, gallery or exhibition. The thesis results in the recommendation of marketing strategies for museums and galleries.
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