that they are not satisfied pertaining the library service in the library. They will feel annoyed
when their request are taking so long to be fulfill
and user also feel when the librarian are not able to
get the materials or information they desired in
time. The opening hour of the library is also an issue that can bring dissatisfaction towards the user.
The user or patron also finds that is unnecessary to
fill up a pile of forms in order to get membership
of the library. The high cost of the library’s fine is
also a factor of user dissatisfaction.
The problems or cause stated above is still can be
handled by a library and it is the library’s responsibility to make sure that user are satisfied with every
element of the library. In some library, not all library users are showing a good attitude at the library and it leads to stress and uncomfortable working environment for the library staff. Some of them
are really rude and have no respect towards a library as an information center. According to
McGrath & Goulding (1996) , the dissatisfaction
may come from the troublesome library user usually are :
1) Alcohol and drug users
One of the difficult patrons that must be han
dled wisely by the library is alcohol and drug
user. The communication and services between
the drunk user and librarian may lead to un
wanted incidents because madness and frustra
tion may be severe because of the drug and al
cohol. Not all of these types of user are prob
lematic, but what the librarian fears the most is
the unexpected act an