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• W2067170038 abstract "ABSTRACTThis article investigates students’ perceptions and expectations of service quality to understand the causes of dissatisfaction with the services delivered by the university libraries in Bangladesh. A total of 623 usable responses were collected from ten public and private university libraries in the country. The survey data were collected using a modified five dimensional SERVQUAL-based questionnaire, consisting of 26 service items. To determine the level of user satisfaction/dissatisfaction with the service items, the study used the disconfirmation theory with slight modification. It was found that users’ unrealistically high expectation for quality services is one of the key sources of their dissatisfaction. The other causes of dissatisfaction include lack of user-employee relationships, lack of attention to users’ needs, an external communication gap between library and users, lack of attention to enhance staffs’ performance, etc. Based on the service deficiencies identified, the study offers ..." @default.
• W2067170038 created "2016-06-24" @default.
• W2067170038 creator A5040645016 @default.
• W2067170038 date "2014-08-18" @default.
• W2067170038 modified "2023-09-24" @default.
• W2067170038 title "A Study of the Causes of User Dissatisfaction in Academic Libraries: A Case of University Students in a Developing Country" @default.
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• W2067170038 doi "https://doi.org/10.1080/01930826.2014.953386" @default.
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