Měření spokojenosti návštěvníků se službami veřejné knihovny

Abstract

The aim of a Bachelors Study is to measure the readers´ and library-goers satisfaction level with the services provided by library and suggest possible improvements wich can lead to higher level of their satisfaction. The first chapter deals with library characterization. The contents of the second chapter are theoretical bases of services and customers satisfaction. The third chapter attends to method of the marketing research. In the fourth chapter is mention evaluation of informents´ satisfaction and as well possible suggestions and recommendations.