Overall a good attempt to bring forth an alternative source of customer feedback for public libraries to improve their services. The readers of this journal would also be expecting to build their knowledge on the theoretical underpinnings of 'customer complaint behavior' - this is lacking in the paper.

Thank you for your effort in improving the paper based on previous comments. Please improve the conclusion section.

Thank you for your continuous efforts to improve the quality of your manuscript.

Thank you for your continuous effort to improve the manuscript.