Abstract:
This research project explores parent expectations of infant library programs "Baby time" in a New Zealand public library and if the programs fulfilled these expectations. A quantitative survey was carried out to collect parent perceptions of service quality and satisfaction with programs. Gap analysis was used to measure the difference between parent expectations of programs with the actual perception of service. In the second stage of the study a focus group was held with parents to expand and clarify issues raised in the survey.
The research found that parents seek out programs primarily for social reasons and to participate in activities which stimulate their child's development. The most important elements of programs for parents was that the session provided them with ideas and activities to help boost their child's early literacy development and also that the session made parents aware of the library resources that were available to their child and themselves. Parents agreed that sessions had introduced them to new ideas and activities to share with their child, had increased their knowledge of songs and rhymes to share with their child and increased awareness of the library collections available to their child.
