Perceived Quality of WhatsApp Reference Service: A Quantitative Study from User Perspectives.
| Autor: | Yan Guo1 kguo@connect.hku.hk, Hiu Ching Lam, Apple2 applelamwork@gmail.com, Chiu, Dickson K. W.3 dicksonchiu@ieee.org, Ho, Kevin K. W.4 ho.kevin.ge@u.tsukuba.ac.jp |
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| Předmět: |
*Mobile apps
*Academic libraries *Library reference services *Social media *Quantitative research *Surveys *Literature reviews *Data analysis Statistics Analysis of variance Multiple regression analysis Regression analysis Cronbach's alpha Quality of life Descriptive statistics Scale analysis (Psychology) Data analysis software Customer satisfaction |
| Zdroj: | Information Technology & Libraries. Sep2022, Vol. 41 Issue 3, p1-17. 17p. 6 Charts. |
| Abstrakt: | 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. [ABSTRACT FROM AUTHOR] |
| Databáze: | Library, Information Science & Technology Abstracts |
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