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Anil Kumar
MLIP-002
Project Report for
A Study on the Use of Reference
Serice in !e"ree #olle"eLi$raries in Luc%no&
$y
Ayushi 'upta()*(+,*0
Under 'uidance
of
!r. R.!. /ada
Su$mitted to the School of Social Sciences
I'1U
in partial ful3llment of the re4uirements
for the a&ard of the de"ree
MAS56R 7 LI8RAR/ 9 I17RMA5I1
S#I61#6 :MLIS;MAR#
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Maidan 'arhi
A Study on the Use
of ReferenceSerice in !e"ree
#olle"e Li$raries
in Luc%no&
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Acknowledgement
The successful completion of any project is like golden
feather for any chap. It was not possible without the
guidance and support of some persons whom I would like to
extend my gratitude
Firstly, I would like to thank my project Supervisor r. !r.
".!.#adav who was kind enough to guide me through all
the difficulties and provide suggestions in improving my
work.
$ast but not the least my family and Friends who supported
me at each step they were always there for providing me
strength and positive energy and because of them this
thought turned into a successful %roject.
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Table of content
Introduction "eference service meaning and origin
Importance of reference service
"ole of reference service in college libraries
&bjectives $iterature review
ethodology
'nalysis $ist of tables
$ist of Figures
Summary of 'nalysis
Suggestions
$imitation
(onclusion
"eferences
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List of ta$les
• )umber of *uestionnaire responded
• Subject wise !istribution of "espondents
• Fre*uency of +sers in isiting $ibrary
• Fre*uency of +sing "eference Service
• %urpose of +sing "eference Service
• %urpose of +sing (omputer and Internet with "eference
Service
• +se of "eference Services in !egree (ollege $ibraries• Satisfaction $evel of Students with "eference services
• Satisfaction $evel of Faculty and Staff embers with
"eference services
• Satisfaction $evel of -&!S and $ibrarians with "eference
services
LIS5 7 3"ures
• )umber of *uestionnaire responded
•Subject wise !istribution of "espondents
• Fre*uency of +sers in isiting $ibrary
• Fre*uency of +sing "eference Service
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• %urpose of +sing "eference Service
• %urpose of +sing (omputer and Internet with "eference
Service• +se of "eference Services in !egree (ollege $ibraries
• Satisfaction $evel of Students with "eference services
• Satisfaction $evel of Faculty and Staff embers with
"eference services
• Satisfaction $evel of -&!S and $ibrarians with "eference
services
Preface
This study is an overview of use of reference service and user
satisfaction with reference service in degree college libraries in
$ucknow. The aim of my study is to know the importance and use of
reference service among users of college libraries. It was evaluated
from the study that inclination of users was more toward reference
services.
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The result of the study indicates that reference service is necessary
to help the users to meet their information needs and make them
understand the importance of services along with the improvements
re*uired to maintain the *uality of services.
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introduction
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Introduction
"eference services concept has become common among 'merican
librarians since /012. "eference services theories appeared in 34th
(entury. "eference service is one of the librarys primary functions
besides ac*uisition, classification, cataloguing and physical planning.
In the traditional sense, the term reference services or sometimes
referred to as reference and information services can be defined as
personal assistance which is provided by trained personnel to library
users seeking information. The reference environment is being
transformed by rapid developments in information and
communication technologies 5I(Ts6, as collection and information in
general become increasingly accessible electronically. (howdhury
and argariti 534476 noted that the introduction and development of
the Internet and its associated 8eb technologies in the past decade
have significantly influenced both the way libraries provide
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Information services to their users and the way users choose to
access information.
The dissemination of information is the basic objectives of any
information center. 'nd it can be achieved by establishing a contact
with users. This kind of service is usually is called "eference
Service. In other words, the "eference is the personali9ed assistance
rendered by the library staff to the users in finding re*uired
information.
Reference Service: It’s Genesis and Meaning
"eference service, as a distinct function of the library, began in the
late nineteenth century, largely in response to the growing prevalence
of publicly funded libraries 5both public and academic6 seeking to
serve relatively inexperienced and unskilled readers and scholars.
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There was only one problem : they did not know how to use the
library. Thus reference service was developed to solve that problem.
The beginning of reference service is generally
attributed to Samuel Swett ;reen, who in /012 published the first
article on helping patrons use the library. 8hile it is doubtful that
;reen actually invented the idea of reference service for library
users, he was the first to speak publicly about the concept and was
the first to discuss it in writing. In both his speech to the first meeting
of the 'merican $ibrary 'ssociation and his $ibrary
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'ccording to the '$' ;lossary of $ibrary and Information Science,
3 ="eference Service is that phase of library work which is directly
concerned with assistance to readers in securing information and in
using resources of the library in study and researching library
resources.
'ccording to !r. S." "anganathan right contact means, =contact
between the right reader and the right book at the right time and in
the right personal way. "eference Service is a personali9ed service
by the library reference staff to individual user in making maximum
utili9ation of library resources. It is bridge between library resources
and users. Some time users are directed to source of information or
just guided by the reference staff to find out what is where>
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Importance of reference service
"eference service is considered as an important service .it helps the
users to get right kind of document and information at right time thus
saving the time .It assist the researchers to avoid duplication of work
and helps them in the introduction of new ideas. It also plays a vital
role in organi9ation of library, circulation of documents, book
selection, ac*uisition, classification and cataloguing .The importance
of reference service grew over time with the introduction of new
technologies and services in libraries. ?unge5/@@@6 categori9ed
reference service into three broad group
5a6 Information service that involves either finding the re*uired
information on behalf of users or assisting user to find information.
5b6 To provide comprehensive and factual information to the users.
5c6 Instruction in the use of library resources and services.
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There are two types of reference service 5i6 responsive reference
service 5ii6 anticipatory reference service
Changing role of reference service in college libraries
"eference services traditionally have been offered by a person at a
designated desk within the library building, over the telephone, and
through correspondence. The reference librarian handles all types of
*ueries, from directional *uestions to inAdepth research. The role of
the reference librarian is primarily to answer patron *uestions and
secondarily to provide readers advisory services. The services
rendered by the libraries at colleges and universities are very much
helpful to the academicians, students, staff, faculties .The college
libraries are playing crucial role in making students life organi9ed by
providing them past or present knowledge in an organi9ed form
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"eference service is one of the library primary practices besides
ac*uisition, classification, cataloguing and physical planning.
Today, the digital age is evident in many aspects of
library services. The card catalog has been replaced with &%'(s in
many librariesB users now search for information from their desktopB
users download eAbooks onto their %!'sB fullAtext retrieval of
information sources is becoming commonplaceB and services are
increasingly becoming personali9ed. The Internet introduced
interactive technologies, such as eAmail, chat, and instant messaging
to the reference desk. The potential use of these services has been
further enhanced by newer resources, faster transmission speeds, and
the need for a patronAfocused reference service 5%enka,
344C6."eference Service with the emergence of digital age has meet
the users information needs in the changing environment. It allows
librarians to provide information and services in a whole new setting.
&ne area where the Internet has great potential is in the provision of
reference services.
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$jecties
8=6#5I>6S
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• To give a brief review about the need, use and importance of
reference services in degree college libraries
• To find out various types of reference services rendered in !egree
(ollege libraries.
• To find out the satisfaction level of the users with the use of
reference service in college libraries.
• To find out the factors that influence the satisfaction level of users
derived by the use of reference service in arts, science, and
commerce stream of !egree (ollege libraries.
• To find out the hindrances in providing reference services in
college libraries to its users.
• To find out suggestions to remove the obstacles in providing
reference service in order to maintain efficiency in their use at
degree college libraries.• To find out the change in the image of degree college libraries
with the use of reference service.
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Literaturereie&
Literature reie&
Singh, !iljit. D"eference Services in the !igital 'ge/.D 534476.
"eference services have always been a key element in libraries. They
provide personali9ed guidance to library users in accessing
appropriate information resources to meet their needs. 8ith the
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amount and complexity of information increasing, the need to
differentiate useful information from misinformation, and the rising
needs and expectations of users, reference services are even more
important today than before. Fortunately, technology offers
opportunities to provide and enhance these services. This paper
describes some of the emerging digital reference services, including
eAmail and web forms, textAbased chat services, webAcamera based
services, askAaAE.. Services, digital robots, and collaborative
services. The future of digital reference services is also explored
).Sivakumar 3443 the study has been taken out to evaluate the use of
reference services in college libraries of (oimbatore city. The study
also highlights the genesis, meaning, function of reference service
.'long with information technologies traditional reference became
more effective. It was evaluated that "eference service is considered
as heart of library service .' good reference service depicts good
collection. ainly two types of reference service is provided in
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libraries direct and indirect reference service. 'nita (handwani, 'n
overview of !igital "eference ServicesG !igital reference service is
an emerging trend of traditional reference service. Hasily accessible
digital reference service has become one of the hallmarks of the
library and information services. The paper highlights how new
visage of traditional reference service is developing as a natural
solution to keep pace with comprehensive technological
environment. It discusses about the basic concepts, elements of
digital reference service and gives in detail modes, the advantages,
limitations, and some details regarding various digital reference
services carried out by several libraries and commercial organi9ation
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M65
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eeping in view the objective of the study,
*uestionnaire method was used to collect the data and through
statistical method analysis was done.
' structure *uestionnaire was designed and
distributed to collect the necessary primary data among the users who
visited the college libraries to use the reference services. The survey
was conducted with degree college libraries. The population for this
study consist of students 5?achelors and asters !egree6, Faculty J
Staff embers, -ead of !epartments and $ibrarians who fre*uently
visited college libraries to use reference service.
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A1AL/SIS
Analysis
To collect the relevant data a total 344
*uestionnaire were prepared and served among students, Faculty
JStaff members, -ead of departments and $ibrarians of degree
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college libraries in $ucknow. It was ensured that students were
represented ade*uately in population
Table-I Nmber of !estionnaire responded
It is clearly depicted in 5Table/ and Figure/6 that out of 344
*uestionnaire /04 was responded by targeted population in which
maximum percentage of responses were received from students
2C.@K5//L6 followed by responses received by Faculty and Staff
members 30.@K5L36 and 1.3K5/C6 from -ead of department J
$ibrarians.
"igre-I Nmber of #estionnaire Responded
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S$No$ Respondent #estionnaire
response
%ercentage
/ Students //L 2C.@
3 Faculty and staff members
L3 30.@
C -ead of !epartment
and $ibrarians
/C 1.3
7 Total /04 /44
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*?
2,?
+?Students
7aculty and Sta@ Mem$ers
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/ -umanities @C L/.1
3 Science LL C4.L
C (ommerce C3 /1.0
7 Total /04 /44
Table 3 and figure 3 shows the subject wise distribution of
respondent The *uestionnaire was distributed randomly but the
responses of humanities was maximum in percentage that is
L/.1K5@C6 as compared to science C4.LK5LL6 and commerce
/1.0K5C36 respectively.
"igre-II Sb&ect )ise (istribtion of Respondent
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2?
)(?
(B?
*manities science Commerce
Sb&ect )ise (istribtion of Respondent
$ibraries are the heart of any educational institution because it
provides information to its usersB the next table will reveal the
fre*uency of users in visiting the library.
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TableA III "re!enc+ of sers in isiting .ibrar+
Table C and Figure C reveal the fre*uency of users in visiting the
library. aximum percentage of users visited the library regularly
23.3 K5 //36B /1.0 K5 C36 of users visited the library occasionally.
Few users /C.@ K 53L6 indicated that they use library according to
their re*uirement and 2./ K5 //6 stated they do not use library.
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S$No "re!enc+ of visiting
.ibrar+
No$ of sers %ercentage
/ "egularly //3 23.3
3 &ccasionally C3 /1.0
C 's per "e*uirement 3L /C.@
7 )ever use $ibrary // 2./
L Total /04 /44
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"igreA III "re!enc+ of sers in isiting .ibrar+
Regulal!" 62#occa$$%onall!" 18#
A$ &e e'u%ement" 14#
Never se librar+/ 01
"
re!enc+ of isitors in .ibrar+
"eference service is one of most important services of any academic
library because it provides right information at right time to the users.
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It acts as a bridge between library resources and users. The next table
will indicate the fre*uency of users in using reference service.
TableA I "re!enc+ of sing Reference Service
S$N
o
"re!enc+ of sing reference
service
No$ of sers %ercentage
/ !aily 24 CC.C
3 &nce or Twice a week 1L 7/.1C &nce every 3 week C4 /2.1
7 &nce a month /L 0.C
L Total /04 /44
Table 7 and Figure 7 show the fre*uency of users in using reference
service in degree college libraries. aximum percentage of
responses were collected from once or twice a week users7/.1 K5 1L6
followed
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by the users who daily uses service CC.C K5 246 Few responses were
gathered which indicated that users uses service once every 3 weeks
/2.1 K5 C46 and 0.C K5 /L6 respondent mentioned that they use
reference service once a month.
"igreA I "re!enc+ of sing Reference Service
2
3
42
43
52
53
62
63
72
73
)).)
(.+
(*.+
B.)
"re!enc+ of sing Reference Service
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"eference service main purpose is to provide a support to its users in
finding information. It enhances the views of the users in their
independent learning and research works and also supports the
course study. 8ith the help of this service users are updated with
general information.
Table- %rpose of sing Reference Service
S$No %rpose of sing reference
service
No$ of
sers
%ercentage
/ To support course study CL /@.7K
3 Independent $earning L4 31.0K
C 'ccess ;eneral Information C3 /1.0K
7 'ccess )ewspaperM aga9ines 3L /C.@K
L 'ccess %eriodicals // 2./K
2 Fresh
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TableL and Figure L reveals the purpose of using reference service
and with the help of this service CL 5/@.7K6 of respondent finds it
useful in enhancing the course study of the students, L4 531.0K6
respondent reali9ed and accepted the importance of independent
learningMresearch.
In addition it also helped C3 5/1.0K6 to access general
information, // 52./K6 respondent to access periodicals, 3L 5/C.@K6
to access newspaperMmaga9ines and general reading respectively. It
was observed in this study that 31 5/LK6 of respondent used
reference service to be updated with fresh arrivals and to have record
for back volumes.
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"igre- %rpose of sing Reference Service
(nde&endent )ean%ng" 34#
Acce$$ *eneal (nfomat%on" 22#
Acce$$ +ew$&a&e, -aga.%ne$" 17#
Acce$$ Pe%od%cal$" 8#
/e$ ounal$ and back olume$ ecod" 19#
%rpose of sing Reference Service
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)ow a days internet based services have changed the outlook of
library and its services. "eference service with the help of internet
has minimi9ed the gap and act as connecting medium between
different information sources and services
The next table will depict the purpose of
using computer and internet facility to provide reference services.
Table-I %rpose of sing Compter and Internet 'ith
Reference Service
S$No$ %rpose of Compter and
Internet
No$ of sers %ercentage
/ Study material J notes L4 31.0K
3 &rgani9ing exhibition and fair CL /@.7K
C 'ssistance in %roject works C4 /2.1K
7 Filling Forms 73 3C.CK
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L 'vailability of document and
missing records
3C /3.0K
Table 2 and figure2 indicates the combination of internet and
computer facility in providing reference service in degree college
libraries. 8ith the help of internet and computer facility *uality
information can be accessed in minimum time period. The responses
gathered by the users indicated that maximum respondent used the
facility for accessing online notesJ study materials L4 531.0K6
followed by 73 53C.CK6 for filling online forms.
It also helped the students in their project reportsC4
5/2.1K6, CL 5/@.7K6 users used the computer J internet facility to
organi9e exhibition and fairs and 3C5/3.0K6 user uses the facility to
know the 'vailability of document and missing records
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"igre-I %rpose of sing Compter and Internet 'ith
Reference Service
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2$221
3$221
42$221
43$221
52$221
53$221
62$2212780#
48$72140$921
56$621
45$21
%rpose of sing Compter and Internet "acilit+
"eference service is the most important and valuable service
provided in any academic libraries so its services should be utili9ed
to its utmost limits and proper awareness should be given to the user
regarding its importance and usage.
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In the fast changing technology era reference services along
with I(T 'pplication have moderni9ed the outlook of library and its
services. The next table will clearly depicts the use of different
reference services provided in degree college libraries to different
categories of users.
Table-II- se of Reference Services in (egree College
.ibraries
S$No$ Services ;es No No
Response
Total
/ "esponsive services /C/ C@ /4 /04
3 'ssistance in location of
document
/73 31 // /04
C 'skAaAreference $ibrarian /C1 C4 /C /04
7 Internet based services /27 /7 3 /04
L "eservation of document /4L L3 3C /04
2 "eaders advisory service /C4 C0 /3 /04
1 -olding $ibrary
Hxhibition for new
arrivals
/34 7C /1 /04
0 )ewspaper clipping
services
//3 7@ /@ /04
@ Inter library $oan 0@ 2C 30 /04
/4 aintenance of %roject @4 2/ 3@ /04
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report,
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Hxhibition for new arrivals /34 522.2K6, )ewspaper clipping
services //3 523.3K6,
Some of the services were found less important among
the user as compared to other services that is Inter library loan 0@
[email protected], "eservation of document /4L 5L0.CK6 and aintenance of
%roject report,
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2
52
72
02
2
422
452
472
402
42
+es no no response
se of Reference Services in (egree College .ibraries
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In the next table satisfaction level of students will be indicated with
the use of different reference services provided in degree college
libraries for gathering information through different sources.
Table-III- Satisfaction .evel of Stdents 'ith
Reference services
S.No Services 8ell
satisfied
%artially
satisfied
average )ot
satisfied
total
/ "esponsive
services
23 L4 C AA //L
3 'ssistance in
location of
document
2L C/ /L 7 //L
C 'skAaAreference
$ibrarian
L3 7C /3 0 //L
7 Internet based
services
24 C@ /3 7 //L
L "eservation of
document
C@ 77 /@ /C //L
2 "eaders advisory
service
72 L0 @ 3 //L
1 -olding $ibrary
Hxhibition for
new arrivals
7C 7@ /1 2 //L
0 )ewspaper
clipping services
L4 7L /3 0 //L
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@ Inter library $oan 30 C1 74 /4 //L
/4 aintenance of
%roject report,
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Students was satisfied by services like aintenance of %roject report,
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"igre-III- Satisfaction .evel of Stdents 'ith
Reference services
0
10
20
30
40
50
60
70
well $at%$ed
&at%al $at%$ed
aeage
not $at%$ed
Satisfaction .evel of Stdents 'ith Reference services
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In the next table satisfaction level of Faculty and Staff members will
be indicated with the use of different reference services. Faculty and
staff members are the foundation of any academic institution in term
of information providers.
Table-I< - Satisfaction .evel of "aclt+ and Staff
Members 'ith Reference services
S.No Services 8ell
satisfied
%artially
satisfied
average )ot
satisfied
total
/ "esponsive
services
33 3L C 3 L3
3 'ssistance in
location of
document
3@ /2 1 AA L3
C 'skAaAreference
$ibrarian
C7 /@ L 7 L3
7 Internet based
services
3C /7 /C 3 L3
L "eservation of
document
3L /3 1 0 L3
2 "eaders advisoryservice
C3 /4 C 7 L3
1 -olding $ibrary 30 /C C 0 L3
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Hxhibition for
new arrivals
0 )ewspaper
clipping services
/@ 31 7 3 L3
@ Inter library $oan C4 /L L 3 L3
/4 aintenance of
%roject report,
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Table indicates that -olding $ibrary Hxhibition for new arrivals
305LC.0K6, and "eservation of document 3L570K6, and Internet
based services 3C577.3K6 motivates the users toward information
need.
'bove all these services some of the services like
)ewspaper clipping services/@ 5C2.LK6, aintenance of %roject
report,
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"igre-I< - Satisfaction .evel of "aclt+ and Staff
Members 'ith Reference services
0
5
10
15
20
25
30
35
#hart 5itle
well satisfied
partially satisfied
average
not satisfied
Satisfaction .evel of "aclt+ and Staff Members 'ith Referenceservices
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In the next table satisfaction level of -&!S and $ibrarian will be
indicated with the use of different reference services in degree
college libraries.
Table-< - Satisfaction .evel of *=(’S and .ibrarian
)ith Reference services
S.No Services 8ell
satisfied
%artially
satisfied
average )ot
satisfied
total
/ "esponsiveservices
1 3 7 AA /C
3 'ssistance in
location of
document
2 7 C AA /C
C 'skAaAreference
$ibrarian
0 C 3 AA /C
7 Internet based
services
L C 7 / /C
L "eservation of
document
C 2 7 AA /C
2 "eaders advisory /4 3 / AA /C
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service
1 -olding $ibrary
Hxhibition for
new arrivals
/3 / AA AA /C
0 )ewspaper
clipping services
3 1 C / /C
@ Inter library $oan @ 3 3 AA /C
/4 aintenance of
%roject report,
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'bove these Internet based services L5C0.7K6, and 'ssistance in
location of document 2572K6, helps the user to obtain information in
wider coverage area.
Some of the services like )ewspaper clipping services
35/L.CK6, aintenance of %roject report,
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"igre-< - Satisfaction .evel of *=(’S and .ibrarian
'ith Reference services
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0
2
4
6
8
10
12
'ell satisfied
partiall+ satisfied
average
not satisfied
Satisfaction .evel of *=(’S and .ibrarian 'ith Reference
services
Smmar+ of >nal+sis
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4$ Summary of analysis indicates the fre*uency of users in
visiting the library. aximum respondent visit library
regularly 23.3K followed by occasionally and as per
re*uirement. ery few stated that they do not use library.
3. It is clearly indicated that 7/.1K respondent uses reference
service once or twice a week, followed by fre*uency of users
who daily uses service CC.C K5 246 . Some users uses service
once every 3 weeks /2.1 K5 C46 and 0.C K5 /L6 respondent
mentioned that they use reference service once a month.
C. Summary reveals that 31.0K of respondent main purpose of
using reference service is to support independent
learningMresearch, /@.7K respondent uses service to support
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course study. It is observed that/1.0Krespondent access
general information 5/C.@K6 to access newspaperMmaga9ines
and general reading respectively, 2./K respondent to access
periodicals
7. Finding reveals that 31.0K users uses computer and internet
facility for Study material J notes 3C.CK uses for Filling
Forms, /@.7K user used the service for &rgani9ing exhibition
and fair, /2.1K respondent uses for 'ssistance in %roject
works and /3.0K uses to know the 'vailability of document
and missing records.
L. 'nalysis indicated that /27 5@/./K6, users uses internet based
reference service to meet their information need, /73 510.0K6
users used the service to assist the location of documents,
/C1512./K6 uses for 'skAaAreference $ibrarian, /C/513.1K6 used
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the service for "esponsive services, /C4513.3K6 used readers
advisory service, /34522.2K6 used for -olding $ibrary Hxhibition
for new arrivals and //3523.3K6, used for )ewspaper clipping
services. Some of the services like "eservation of document
Inter library $oan and aintenance of %roject report,
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services, Inter library $oan and aintenance of %roject report,
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fre*uently used and thus remain unutili9ed so that users will be
aware of such services.
7. Internet facility and I(T 'pplications should be encouraged in
college libraries to upgrade the *uality of reference services
and to increase the dimensions in providing information.
L. 8ell educated and trained library staff should be appointed in
college libraries so as to assist the user in getting the
information but can also refer them the correct medium in
achieving it.
Limitations
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9
#onclusion
Limitations
$imitation is present because the study is based on the selected
degree college libraries of $ucknow to make the study more specific
and accurate it is restricted to the use of different reference services
instead of covering other services provided in these college libraries.
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It also indicates the satisfaction level of different user of college
libraries.
Conclsion
The services rendered by the libraries at colleges and universities are
very much helpful to the academicians, students, staff, faculties .The
college libraries are playing crucial role in making students life
&rgani9ed by providing them past or present knowledge in an
organi9ed form.
The study revealed the use of reference services in degree
college libraries and satisfaction level of users by using the services.
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The objective of the study is achieved to some extend as some of the
factors needs improvement that influence the satisfaction level of
users derived by the use of reference service.
anagement in library, Nualified and well
trained library staff, efficient use of I(T 'pplication with internet all
together lays the foundation for the better *uality of reference
services in degree college libraries.
References
/. umar, krishan."eference service, Lth rev ed., !elhi, ikas
publishing house, [email protected].
3. httpOMMwww.lib.usm.myMe*uipA
usmMdirectoryMconferenceM!ocumentsMI(&$
Page | 63
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K34344LK34%aperK341K348anK34'bdulK34adir
K34JK34!iljitK34Singh.pdf
C. httpOMMri9al.lib.admu.edu.phMrlconflibmgtM%!FMsingh.pdf 7. httpOMMen.wikipedia.orgMwikiMSurveyPmethodology
L. httpOMMen.wikipedia.orgMwikiMNuestionnairePconstruction
2. httpOMMwww.slideshare.netMprjpublicationsM4/AaAstudyAonAtheA
referenceAserviceAinAcollegeAlibrariesA/L272@4L
1 httpOMMwww.isrj.inMuploadarticlesM/44.pdf
0 httpOMMeprints.rclis.orgM/...H)(HPSH"I(HS.pdf
http://www.lib.usm.my/equip-usm/directory/conference/Documents/ICOL%202005%20Paper%207%20Wan%20Abdul%20Kadir%20&%20Diljit%20Singh.pdfhttp://www.lib.usm.my/equip-usm/directory/conference/Documents/ICOL%202005%20Paper%207%20Wan%20Abdul%20Kadir%20&%20Diljit%20Singh.pdfhttp://rizal.lib.admu.edu.ph/rlconflibmgt/PDF/singh.pdfhttp://en.wikipedia.org/wiki/Survey_methodologyhttp://en.wikipedia.org/wiki/Questionnaire_constructionhttp://www.slideshare.net/prjpublications/01-a-study-on-the-%20%20%20%20reference-service-in-college-libraries-15646905http://www.slideshare.net/prjpublications/01-a-study-on-the-%20%20%20%20reference-service-in-college-libraries-15646905http://www.isrj.in/uploadarticles/100.pdfhttp://eprints.rclis.org/1...ENCE_SERVICES.pdfhttp://rizal.lib.admu.edu.ph/rlconflibmgt/PDF/singh.pdfhttp://en.wikipedia.org/wiki/Survey_methodologyhttp://en.wikipedia.org/wiki/Questionnaire_constructionhttp://www.slideshare.net/prjpublications/01-a-study-on-the-%20%20%20%20reference-service-in-college-libraries-15646905http://www.slideshare.net/prjpublications/01-a-study-on-the-%20%20%20%20reference-service-in-college-libraries-15646905http://www.isrj.in/uploadarticles/100.pdfhttp://eprints.rclis.org/1...ENCE_SERVICES.pdfhttp://www.lib.usm.my/equip-usm/directory/conference/Documents/ICOL%202005%20Paper%207%20Wan%20Abdul%20Kadir%20&%20Diljit%20Singh.pdfhttp://www.lib.usm.my/equip-usm/directory/conference/Documents/ICOL%202005%20Paper%207%20Wan%20Abdul%20Kadir%20&%20Diljit%20Singh.pdfRecommended