Dissatisfaction school attributions and complaining behavior of public library users

Norazah Mohd Suki, (2010) Dissatisfaction school attributions and complaining behavior of public library users. Information Management and Business Review, 1 (1). pp. 28-39.

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Abstract

This study investigates the dissatisfaction attributions and complaining behavior of public library users. This paper analysis a survey of ninety-nine randomly selected public library users in the Federal Territory of Labuan, Malaysia. Data was analyzed using multiple regression analysis. The survey revealed that public library users in the Federal Territory of Labuan, Malaysia, who believe that service failure is due to the negligence of library staff and perceive the service of the library to be free, are more likely to complain to a third party. Loyal users also prefer to complain to a third party about their dissatisfaction. Some users 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 or performing actions such as abandoning the·library and no longer using library services.

Item Type: Article
Uncontrolled Keywords: Complaints, Consumer Behavior, Library
Subjects: ?? Z719-723 ??
Divisions: SCHOOL > Labuan School of International Business and Finance
Depositing User: Unnamed user with email storage.bpmlib@ums.edu.my
Date Deposited: 18 May 2011 03:21
Last Modified: 16 Oct 2017 04:07
URI: http://eprints.ums.edu.my/id/eprint/2822

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