[Home ]     [ فارسی ]  
:: Main :: About :: Current Issue :: Archive :: Search :: Submit :: Contact ::
:: Volume 22, Number 4 (Research on Information Science and Public Libraries, Winter 2016 2017) ::
Back to browse issues page تحقيقات اطلاع‌رساني و كتابخانه‌هاي عمومي 2017, 22(4): 653-677
Complaining Behaviors of Public Library Customers of Lorestan Province in Iran: Influential Factors and Outcomes
ehsan geraei, Saba Siamaki
M. A. of KIS MS of Knowledge and Information Science, Iran Public Libraries Foundation, Lorestan, Iran , saba.siamaki@gmil.com
Abstract:   (36 Views)

Purpose: This research aimed at the investigation of factors influencing complaining behaviors of public libraries customers of Lorestan province in Iran.

Methodology: survey method was preferred for this research and we used a questionnaire as a data gathering tool. The study population consisted of 27000 members of public libraries in Lorestan province. 302 members selected by simple random sampling method and the final data analysis were carried out using 302 completed questionnaires. Data were analyzed using SPSS software. In order to perform statistical analysis, Regression and Pearson Correlation tests were used.

Findings: The results showed that “external attribution” has the largest influence on “exit” with Pearson coefficient 0.30. The second most influential factor was “service importance” with Pearson coefficient 0.13. Two predictor variables (social benefits and likelihood of success) have the highest influence on “direct voice”. Also, “likelihood of success” with a value of 0.31 has the highest influence on “indirect voice”.

Originality/Value: complaining is a valuable feedback, which can help managers to identify and solve problems, improve the quality of library services and meet the demands of the users. The valuable finding of the research was eventfulness of “external attribution” and “service importance”.

Keywords: Complaining behaviors, public libraries, customers, Lorestan
Full-Text [PDF 1264 kb]   (36 Downloads)    
Type of Study: Research | Subject: public services in public libraries
Received: 2015/11/20 | Accepted: 2017/03/11 | Published: 2017/03/11
Send email to the article author

Add your comments about this article
Your username or email:

Write the security code in the box >



XML   Persian Abstract   Print


Download citation:
BibTeX | RIS | EndNote | Medlars | ProCite | Reference Manager | RefWorks
Send citation to:

geraei E, Siamaki S. Complaining Behaviors of Public Library Customers of Lorestan Province in Iran: Influential Factors and Outcomes . تحقيقات اطلاع‌رساني و كتابخانه‌هاي عمومي. 2017; 22 (4) :653-677
URL: http://publij.ir/article-1-1482-en.html
Back to browse issues page Volume 22, Number 4 (Research on Information Science and Public Libraries, Winter 2016 2017)
تحقیقات اطلاع‌رسانی و کتابخانه‌های عمومی Research on Information Science and Public Libraries
Persian site map - English site map - Created in 0.048 seconds with 785 queries by yektaweb 3300