Hossain, Muhammad Jaber1. “A Study Of The Causes Of User Dissatisfaction In Academic Libraries: A Case Of University Students In A Developing Country.” Journal Of Library Administration 54.6 (2014): 462-482. Education Source. Web. 22 Feb. 2016.
Muhammad Jaber Hossain, associate professor at the University of Dhaka in Bangladesh, “investigates students’ perceptions and expectations of service quality to understand the causes of dissatisfaction with the services delivered by the university libraries” (462), in the article “A study of The causes of User Dissatisfaction In Academic Libraries: A Case of University Students In a Developing Country.” In the study conducted there are two objectives: “to identify the causes of user dissatisfaction of services delivered by academic libraries; and to recommend the measures that may lead to user satisfaction” (465). The main problem libraries have is making sure they keep up the satisfaction of the people. Dissatisfaction is the main reason why people stop frequenting a library. The article states that students experience dissatisfaction over a period of time, so the conclusions they came to are not just made based on one bad experience.
Image shows the miscommunication between students and libraries officials.
The reason why the libraries are faced with so much pressure about providing the best service possible to the students is because “[a]cademic libraries play a pivotal role in the transmission of information and knowledge in higher educational institutions”(463). “The effectiveness of a library is usually measured by how well the library meets the users’ needs relative to the library’s goals and objectives (Nwalo, 2003)” (463). One of the main complaints from students is the lack of interaction. The students claim that the library staff does not interact with them and does not always properly handle their questions. There is no connection between the library staff and the students, and because of lack of this connection many students stop visiting a library. This dissatisfaction contributes to the competitors of libraries, “university libraries are faced with challenges on several directions, such as the rise of mega bookstores, online information providers, e-learning and multimedia products, document delivery services, and other competitive sources of information that seem to be threatening their role” (463). Since information is so easy to access now, libraries are not really needed because information can be found anywhere.
By conducting this study Hossain was able to find the reason why students find library dissatisfying and some of the reasons how it can be improved. In my opinion the article would best suit students that either go to a library or have stopped going to a library, because they would be able to connect their experience to the study. The article mainly focused on the dissatisfaction of a library and what contributes to it.
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This annotated bibliographic entry about library dissatisfaction offers a powerful lens into user experience—the lack of genuine interaction and engagement can really deter students and erode trust over time. The comparison with rising distractions like e-learning or mega bookstores highlights that libraries must find new ways to stay relevant and welcoming.
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