View Article |
Public library users’ dissatisfaction attributions and complaining behaviour
Norazah Mohd Suki1.
In an increasingly demanding environment, users complain because they are dissatisfied with the services rendered. This study investigates the complaining behaviour of public library users in a Malaysian state. A self-administered questionnaire was randomly distributed to 99 dissatisfied adult users of the Labuan Public Library, which is located in the Federal Territory of Labuan, Malaysia. The survey revealed that public library users, who perceive the service of the library to be free, are more likely to complain to a third party about their dissatisfaction. There are some users who complain directly to the personnel or person in charge of the department, or chief librarian at the time of dissatisfaction. Users’ complaints can be a powerful resource for the library management to use in making strategic and tactical decisions that could prevent them from switching services. In addition, discussion, conclusions and recommendation for future research are also presented.
Affiliation:
- Universiti Sains Malaysia, Malaysia
Download this article (This article has been downloaded 378 time(s))
|
|
Indexation |
Indexed by |
MyJurnal (2019) |
H-Index
|
0 |
Immediacy Index
|
0.000 |
Rank |
0 |
Indexed by |
Web of Science (JCR 2016) |
Impact Factor
|
0.650 |
Rank |
Q3 (Information Science & Library Science) |
Indexed by |
Scopus (SCImago Journal Rankings 2016) |
Impact Factor
|
- |
Rank |
Q2 (Library and Information Sciences) |
Additional Information |
0.399 (SJR) |
Indexed by |
MyAIS (Impact 2010) |
Impact Factor
|
2.02 |
Rank |
0 |
Indexed by |
Library Literature and Library and Information Science Abstracts (LISA) |
Impact Factor
|
0 |
Rank |
0 |
Additional Information |
SJR 0.439 Cites/Doc.(2years) 0.630 |
|
|
|