Research On The Complaining Behavior Of Students Readers Of University Library

This thesis chooses students readers of university library,deeply analyses the complaining behavior of students readers of university library and its determinants,finally proposes some feasible strategies to manage the complaining behavior of students readers of university library.First,based on the literature review and content analysis,the system of determinants of complaining behavior of students readers is constructed,then it modifies this system by questionnaire and interview of librarians.Secondly,on this basis,it explores the correlation between determinants and the complaining behavior of students readers,the influence degree of determinants to the complaining behavior of students readers and differences of complaining behavior between different students readers.Four conclusions are derived from empirical analysis.Firstly,the determinants of complaining behavior of students readers consist of eight factors,concluding management failure, librarians failure,poor value of software and hardware,poor circumstance,severity of the service failure,efficiency of complaining procedure,personal norm of complaint,social benefits of complaint. Among these factors,the most significant ones are librarians failure,efficiency of complaining procedure,poor value of software and hardware.Secondly,with regard to the possibility of the four complaining behavior of students readers,negative word of mouth ranks first,followed by complaining through channels offering by university library,complaining on forum and complaining to librarians directly are less likely to happen.Thirdly,differences in evaluation of the factors arise from the influence of grade,major,frequency to the library,common services.Students readers with different grade,profession,frequency to the library,common services have different complaining behavior.Finally,the key factors of complaining to librarians are efficiency of complaining procedure, librarians failure,poor value of software and hardware;the key factors of complaining through channels offering by university library are librarians failure,management failure,efficiency of complaining procedure;the key factors of complaining on forum are management failure,librarians failure,poor value of software and hardware;the key factors of negative of mouth are efficiency of complaining procedure;librarians failure,poor value of software and hardware.Based on the results of empirical research,the paper uses two-factor theory to distinguish determinants as health factors and incentive factors,proposes several strategies such as advancing librarians' especially front-line librarians'standard of service;raising the quality of software and hardware,especially the quality of the database and enough tables and chairs;opening readers' complaint channels;paying attention to how to deal with readers complaint successfully;summarizing complaining behavior of readers and so on.