Perceived Quality of WhatsApp Reference Service: A Quantitative Study from User Perspectives

Academic libraries are experiencing significant changes and making efforts to deliver their service in the digital environment. Libraries are transforming from being places for reading to extensions of the classroom and learning spaces. Due to the globalized digital environment and intense competiti...

Full description

Saved in:
Bibliographic Details
Published in:Information technology and libraries 2022-09, Vol.41 (3)
Main Authors: Guo, Yan, Lam, Apple Hiu Ching, Chiu, Dickson K.W, Ho, Kevin K.W
Format: Article
Language:English
Subjects:
Academic libraries
Information services
Information services industry
Instant messaging
Instant messaging technology
Quality management
University and college libraries
Online Access:Get full text
Tags: Add Tag
No Tags, Be the first to tag this record!
Description
Summary:Academic libraries are experiencing significant changes and making efforts to deliver their service in the digital environment. Libraries are transforming from being places for reading to extensions of the classroom and learning spaces. Due to the globalized digital environment and intense competition, libraries are trying to improve their service quality through various evaluations. As reference service is crucial to users, this study explores user satisfaction towards the reference service through WhatsApp, a social media instant messenger, at a major university in Hong Kong and discusses the correlation between the satisfaction rating and three variables. Suggestions and recommendations are raised for future improvements. The study also sheds light on the usage of reference services through instant messaging in other academic libraries.
ISSN:0730-9295
2163-5226
DOI:10.6017/ital.v41i3.14325