Anil Kumar

MLIP-002

Project Report for

A Study on the Use of Reference

Service in Degree College
Libraries in Lucknow
by

Ayushi Gupta
136179604
Under Guidance
of
Dr. R.D. Yadav
Submitted to the School of Social Sciences ,
IGNOU
in partial fulfillment of the requirements
for the award of the degree

MASTER OF LIBRARY & INFORMATION

SCIENCE (MLIS)
MARCH, 2016

Indira Gandhi National Open

University

Maidan Garhi

A Study on the Use

of Reference
Service in Degree
College Libraries
in Lucknow

Page | 2

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 Mr. Dr.
R.D.Yadav who was kind enough to guide me through all
the difficulties and provide suggestions in improving my
work.
Last 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 Project.

Page | 3

Table of content

Introduction
Reference service meaning and origin
Importance of reference service
Role of reference service in college libraries

Objectives
Literature review
Methodology
Analysis

List of tables
List of Figures
Summary of Analysis
Suggestions

Limitation
Conclusion
References

Page | 4

List of tables

Number of questionnaire responded

Subject wise Distribution of Respondents
Frequency of Users in Visiting Library
Frequency of Using Reference Service
Purpose of Using Reference Service
Purpose of Using Computer and Internet with Reference

Service
Use of Reference Services in Degree College Libraries
Satisfaction Level of Students with Reference services
Satisfaction Level of Faculty and Staff Members with
Reference services
Satisfaction Level of HODS and Librarians with Reference
services

LIST OF figures

Number of questionnaire responded

Subject wise Distribution of Respondents
Frequency of Users in Visiting Library
Frequency of Using Reference Service

Page | 5

 Purpose of Using Reference Service

Purpose of Using Computer and Internet with Reference
Service
Use of Reference Services in Degree College Libraries
Satisfaction Level of Students with Reference services
Satisfaction Level of Faculty and Staff Members with
Reference services
Satisfaction Level of HODS and Librarians with Reference
services

Preface
This study is an overview of use of reference service and user
satisfaction with reference service in degree college libraries in
Lucknow. 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.

Page | 6

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
required to maintain the quality of services.

Page | 7

introduction

Page | 8

Introduction
Reference services concept has become common among American
librarians since 1876. Reference services theories appeared in 20th
Century. Reference service is one of the librarys primary functions
besides acquisition, 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 (ICTs), as collection and information in

general become increasingly accessible electronically. Chowdhury
and Margariti (2004) noted that the introduction and development of
the Internet and its associated Web technologies in the past decade
have significantly influenced both the way libraries provide

Page | 9

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. And it can be achieved by establishing a contact
with users. This kind of service is usually is called Reference
Service. In other words, the Reference is the personalized assistance
rendered by the library staff to the users in finding required
information.

Reference Service: Its Genesis and Meaning

Reference 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 (both public and academic) seeking to
serve relatively inexperienced and unskilled readers and scholars.

Page | 10

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 Green, who in 1876 published the first
article on helping patrons use the library. While it is doubtful that
Green 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 American Library Association and his Library Journal article,
Green discussed the need for librarians actively to assist members of
their communities in us

Page | 11

According to the ALA Glossary of Library and Information Science,

2 Reference 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.
According to Dr. S.R Ranganathan right contact means, contact
between the right reader and the right book at the right time and in
the right personal way. Reference Service is a personalized service
by the library reference staff to individual user in making maximum
utilization 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?

Page | 12

Importance of reference service

Reference 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 organization of library, circulation of documents, book
selection, acquisition, classification and cataloguing .The importance
of reference service grew over time with the introduction of new
technologies and services in libraries. Bunge(1999) categorized
reference service into three broad group
(a) Information service that involves either finding the required
information on behalf of users or assisting user to find information.
(b) To provide comprehensive and factual information to the users.
(c) Instruction in the use of library resources and services.

Page | 13

There are two types of reference service (i) responsive reference

service (ii) anticipatory reference service

Changing role of reference service in college libraries

Reference 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
queries, from directional questions to in-depth research. The role of
the reference librarian is primarily to answer patron questions 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 organized by
providing them past or present knowledge in an organized form

Page | 14

Reference service is one of the library primary practices besides

acquisition, classification, cataloguing and physical planning.
Today, the digital age is evident in many aspects of
library services. The card catalog has been replaced with OPACs in
many libraries; users now search for information from their desktop;
users download e-books onto their PDAs; full-text retrieval of
information sources is becoming commonplace; and services are
increasingly becoming personalized. The Internet introduced
interactive technologies, such as e-mail, 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

patron-focused

reference

service

(Penka,

2003).Reference 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.
One area where the Internet has great potential is in the provision of
reference services.

Page | 15

Objectives

OBJECTIVES

Page | 16

 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 Degree
College 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 Degree College 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.

Page | 17

Literature
review

Literature review
Singh, Diljit. "Reference Services in the Digital Age1." (2004).
Reference services have always been a key element in libraries. They
provide personalized guidance to library users in accessing
appropriate information resources to meet their needs. With the

Page | 18

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
e-mail and web forms, text-based chat services, web-camera based
services, ask-a-.. Services, digital robots, and collaborative
services. The future of digital reference services is also explored
N.Sivakumar 2002 the study has been taken out to evaluate the use of
reference services in college libraries of Coimbatore city. The study
also highlights the genesis, meaning, function of reference service
.Along with information technologies traditional reference became

more effective. It was evaluated that Reference service is considered

as heart of library service .A good reference service depicts good
collection. Mainly two types of reference service is provided in

Page | 19

libraries direct and indirect reference service. Anita Chandwani, An

overview of Digital Reference Services Digital reference service is
an emerging trend of traditional reference service. Easily 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 organization

Page | 20

METHODOLOG
Y

METHODOLOGY

Page | 21

Keeping in view the objective of the study,

questionnaire method was used to collect the data and through
statistical method analysis was done.
A structure questionnaire 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 (Bachelors and Masters Degree), Faculty &
Staff Members, Head of Departments and Librarians who frequently
visited college libraries to use reference service.

Page | 22

ANALYSIS

Analysis
To collect the relevant data a total 200
questionnaire were prepared and served among students, Faculty
&Staff members, Head of departments and Librarians of degree

Page | 23

college libraries in Lucknow. It was ensured that students were

represented adequately in population

Table-I Number of questionnaire responded

S.No.

Respondent

1
2

Students
Faculty and staff
members
Head of Department
and Librarians

3
4

Total

Questionnaire
response
115
52

Percentage

13

7.2

180

100

63.9
28.9

It is clearly depicted in (Table1 and Figure1) that out of 200

questionnaire 180 was responded by targeted population in which
maximum percentage of responses were received from students
63.9%(115) followed by responses received by Faculty and Staff
members 28.9%(52) and 7.2%(13) from Head of department &
Librarians.

Figure-I Number of Questionnaire Responded

Page | 24

Students 7%
29%
Faculty and Staff Members
64%
HOD and Libraians

Number of Questionnaire Responded

The study is done on degree colleges and analysis of responses is

also done on the basis of subjects.

Table-II Subject wise Distribution of Respondents

S.No
.

Subject wise respondent Questionnaire

response

Percentage

Page | 25

Humanities

93

51.7

Science

55

30.5

Commerce

32

17.8

Total

180

100

Table 2 and figure 2 shows the subject wise distribution of

respondent The questionnaire was distributed randomly but the
responses of humanities was maximum in percentage that is
51.7%(93) as compared to science 30.5%(55) and commerce
17.8%(32) respectively.

Figure-II Subject Wise Distribution of Respondent

Page | 26

18%

Humanities

science

52%Commerce

31%

Subject Wise Distribution of Respondent

Libraries are the heart of any educational institution because it

provides information to its users; the next table will reveal the
frequency of users in visiting the library.

Page | 27

Table- III Frequency of Users in Visiting Library

S.No

No. of Users

Percentage

Frequency of visiting
Library
Regularly

112

62.2

Occasionally

32

17.8

As per Requirement

25

13.9

Never use Library

11

6.1

Total

180

100

Table 3 and Figure 3 reveal the frequency of users in visiting the

library. Maximum percentage of users visited the library regularly
62.2 %( 112); 17.8 %( 32) of users visited the library occasionally.

Few users 13.9 % (25) indicated that they use library according to
their requirement and 6.1 %( 11) stated they do not use library.

Page | 28

Figure- III Frequency of Users in Visiting Library

Ne ve r use library; 6%
As per requirement; 14%

occassionally; 18%

Regularly; 62%

F
requency of Visitors in Library

Reference service is one of most important services of any academic

library because it provides right information at right time to the users.

Page | 29

It acts as a bridge between library resources and users. The next table
will indicate the frequency of users in using reference service.

Table- IV Frequency of Using Reference Service

S.N
o
1

Frequency of using reference

service
Daily

No. of Users

Percentage

60

33.3

Once or Twice a week

75

41.7

Once every 2 week

30

16.7

Once a month

15

8.3

Total

180

100

Table 4 and Figure 4 show the frequency of users in using reference

service in degree college libraries. Maximum percentage of
responses were collected from once or twice a week users41.7 %( 75)
followed

Page | 30

by the users who daily uses service 33.3 %( 60) Few responses were
gathered which indicated that users uses service once every 2 weeks
16.7 %( 30) and 8.3 %( 15) respondent mentioned that they use
reference service once a month.

Figure- IV Frequency of Using Reference Service

45
40

41.7

35
30

33.3

25
20
15

16.7

10
8.3

5
0

Frequency of Using Reference Service

Page | 31

Reference 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. With the help of this service users are updated with
general information.

Table-V Purpose of Using Reference Service

S.No

Purpose of using reference

service

No. of
Users

Percentage

1
2
3
4
5
6

To support course study

Independent Learning
Access General Information
Access Newspaper/ Magazines
Access Periodicals
Fresh Journals and back
volumes record

35
50
32
25
11
27

19.4%
27.8%
17.8%
13.9%
6.1%
15%

Page | 32

Table5 and Figure 5 reveals the purpose of using reference service

and with the help of this service 35 (19.4%) of respondent finds it
useful in enhancing the course study of the students, 50 (27.8%)
respondent realized and accepted the importance of independent
learning/research.
In addition it also helped 32 (17.8%) to access general
information, 11 (6.1%) respondent to access periodicals, 25 (13.9%)
to access newspaper/magazines and general reading respectively. It
was observed in this study that 27 (15%) of respondent used
reference service to be updated with fresh arrivals and to have record
for back volumes.

Page | 33

Figure-V Purpose of Using Reference Service

Fresh Journals and back volumes record; 19%

Independent Learning; 34%
Access Periodicals; 8%

Access Newspaper/ Magazines; 17%

Access General Information; 22%

Purpose of Using Reference Service

Page | 34

Now a days internet based services have changed the outlook of

library and its services. Reference service with the help of internet
has minimized 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-VI Purpose of Using Computer and Internet with

Reference Service
S.No.

Purpose of Computer and

Internet

No. of Users Percentage

Study material & notes

50

27.8%

Organizing exhibition and fair

35

19.4%

Assistance in Project works

30

16.7%

Filling Forms

42

23.3%

Page | 35

Availability of document and

missing records

23

12.8%

Table 6 and figure6 indicates the combination of internet and

computer facility in providing reference service in degree college
libraries. With the help of internet and computer facility quality
information can be accessed in minimum time period. The responses
gathered by the users indicated that maximum respondent used the
facility for accessing online notes& study materials 50 (27.8%)
followed by 42 (23.3%) for filling online forms.

It also helped the students in their project reports30

(16.7%), 35 (19.4%) users used the computer & internet facility to
organize exhibition and fairs and 23(12.8%) user uses the facility to
know the Availability of document and missing records

Page | 36

Figure-VI Purpose of Using Computer and Internet with

Reference Service

Page | 37

30.00%
25.00%

27.80%

23.30%
19.40%

20.00%
15.00%

16.70%
12.80%

10.00%
5.00%
0.00%

Purpose of Using Computer and Internet Facility

Reference service is the most important and valuable service

provided in any academic libraries so its services should be utilized
to its utmost limits and proper awareness should be given to the user
regarding its importance and usage.

Page | 38

In the fast changing technology era reference services along

with ICT Application have modernized 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-VII- Use of Reference Services in Degree College

Libraries

S.No.
1

Responsive services

131

39

No
Response
10

Assistance in location of
document
Ask-a-reference Librarian
Internet based services
Reservation of document
Readers advisory service
Holding Library
Exhibition for new
arrivals
Newspaper clipping
services
Inter library Loan
Maintenance of Project

142

27

11

180

137
164
105
130
120

30
14
52
38
43

13
2
23
12
17

180
180
180
180
180

112

49

19

180

89
90

63
61

28
29

180
180

3
4
5
6
7

8
9
10

Services

Yes

No

Total
180

Page | 39

report, Journal and

college brochure

Table 7 and figure 7 indicates the use of different reference services

by diverse categories of users in degree college libraries. It is
observed that maximum users inclination was towards internet based
services 164 (91.1%) in form of online notes, Research papers, Exam
model papers, Reference material, e-mail alerts etc.) followed by the
service Assistance in location of document 142 (78.8%) , responsive
reference service 131(72.7%) and Ask-a-reference Librarian 137
(76.1%) also played an important role in providing information to the

users according to their requirement and need. In addition some of

the services were also found useful in providing information to user
that is Readers advisory service 130 (72.2%), Holding Library

Page | 40

Exhibition for new arrivals 120 (66.6%), Newspaper clipping

services 112 (62.2%),
Some of the services were found less important among
the user as compared to other services that is Inter library loan 89
(49.4%), Reservation of document 105 (58.3%) and Maintenance of
Project report, Journal and college brochure 90 (50%). Therefore
attention should be given to these services in order to raise the
standard of reference services.

Figure-VII- Use of Reference Services in Degree College

Libraries

Page | 41

180
160
140
120
100
80
60
40
20
0

yes

no

no response

Use of Reference Services in Degree College Libraries

Page | 42

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-VIII- Satisfaction Level of Students with

Reference services
S.No Services
1
2

3
4
5
6
7

Responsive
services
Assistance in
location of
document
Ask-a-reference
Librarian
Internet based
services
Reservation of
document
Readers advisory
service
Holding Library
Exhibition for
new arrivals
Newspaper
clipping services

Well
Partially
satisfied satisfied
62
50

average

total

Not
satisfied
--

65

31

15

115

52

43

12

115

60

39

12

115

39

44

19

13

115

46

58

115

43

49

17

115

50

45

12

115

Page | 43

115

9
10

Inter library Loan

Maintenance of
Project report,
Journal and
college brochure

28
51

37
42

40
13

10
9

Table8 and figure8 reveals the satisfaction level of students by use

of different services in degree college libraries, in the table it is
clearly depicted that maximum respondent was satisfied by service
Assistance in location of document 65 (56.5%), followed by
responsive service 62 (53.9%),which provide information in response
to the user needs.

The students are also well satisfied by the internet facility 60

(52.1%),provided in form of online papers, notes, exam papers,
reference materials, e-mail alerts etc.it was also revealed that ask-areference librarian service resolved the information problems of
students 52 (45.2%),

Page | 44

115
115

Students was satisfied by services like Maintenance of Project report,

Journal and college brochure 51 (44.3%), Newspaper clipping
services 50 (43.4%).
Respondent was partially satisfied and average
satisfaction by some of the services which according to them are less
important to other services. Holding library exhibition for new
arrivals 43 (37.3%), Reservation of document 39 (33.9%), Readers
advisory service 46 (40%) and Inter library Loan 28 (24.3%).
Therefore quality of the service should be raised so that it can help
the students to obtain quality information and awareness towards
positive aspects of these services should be provided among students.

Page | 45

Figure-VIII- Satisfaction Level of Students with

Reference services

70
60
50
40
30
20
10
0

well satisfied
partial satisfied
average
not satisfied

Satisfaction Level of Students with Reference services

Page | 46

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-IX - Satisfaction Level of Faculty and Staff

Members with Reference services

S.No Services
1
2

3
4
5
6
7

Responsive
services
Assistance in
location of
document
Ask-a-reference
Librarian
Internet based
services
Reservation of
document
Readers advisory
service
Holding Library

Well
Partially
satisfied satisfied
22
25

average

total

Not
satisfied
2

29

16

--

52

34

19

52

23

14

13

52

25

12

52

32

10

52

28

13

52

Page | 47

52

8
9
10

Exhibition for
new arrivals
Newspaper
clipping services
Inter library Loan
Maintenance of
Project report,
Journal and
college brochure

19

27

52

30
14

15
23

5
13

2
2

52
52

Table 9 and figure 9 reveals the satisfaction level of faculty and staff
members by using reference service in degree college libraries. The
table indicated that maximum respondent was satisfied by using Aska-reference Librarian service 34 (65.3%), followed by Readers
advisory service 32 (61.5%), it also indicates that Inter library Loan
30 (57.6%), and Assistance in location of document 29 (55.7%) also
plays an important role in providing information.

Page | 48

Table indicates that Holding Library Exhibition for new arrivals

28(53.8%), and Reservation of document 25(48%), and Internet
based services 23(44.2%) motivates the users toward information
need.
Above all these services some of the services like
Newspaper clipping services19 (36.5%), Maintenance of Project
report, Journal and college brochure 14(26.9%) and Responsive
services 23(44.2%) needs improvement according to faculty and staff
members therefore standard of the services should be increased to
provide organized information.

Page | 49

Figure-IX - Satisfaction Level of Faculty and Staff

Members with Reference services

Chart Title
35
30
25
20
15
10

well satisfied
partially satisfied
average
not satisfied

5
0

Satisfaction Level of Faculty and Staff Members with Reference

services

Page | 50

In the next table satisfaction level of HODS and Librarian will be

indicated with the use of different reference services in degree
college libraries.

Table-X - Satisfaction Level of HODS and Librarian

With Reference services
S.No Services
1
2

3
4
5
6

Responsive
services
Assistance in
location of
document
Ask-a-reference
Librarian
Internet based
services
Reservation of
document
Readers advisory

Well
Partially
satisfied satisfied
7
2

average

total

Not
satisfied
--

--

13

--

13

13

--

13

10

--

13

Page | 51

13

8
9
10

service
Holding Library
Exhibition for
new arrivals
Newspaper
clipping services
Inter library Loan
Maintenance of
Project report,
Journal and
college brochure

12

--

--

13

13

9
4

2
6

2
3

---

13
13

Table 10 and figure 10 indicates the satisfaction level of Head of

Department and Librarians by using reference services. It is observed
in the study that maximum users were satisfied by service Holding
Library Exhibition for new arrivals 12 (92.3%), followed by Readers
advisory service 10 (76.9%). Inter library loan also plays an
important in satisfying the information need. Ask-a-reference
Librarian 8(61.5%), Responsive services 7(53.8%), attracts the users
in getting information according to their need and requirement.

Page | 52

Above these Internet based services 5(38.4%), and Assistance in

location of document 6(46%), helps the user to obtain information in
wider coverage area.
Some of the services like Newspaper clipping services
2(15.3%), Maintenance of Project report, Journal and college
brochure 4 (30.7%) and Reservation of document 3(23%) are not
appropriately used according to the Head of Departments and
Librarians thus needs improvement in the quality of services so that
all the services can be utilized to its maximum.

Page | 53

Figure-X - Satisfaction Level of HODS and Librarian

with Reference services

Page | 54

12

10

well satisfied
partially satisfied
average
not satisfied

Satisfaction Level of HODS and Librarian with Reference

services

Summary of Analysis

Page | 55

1. Summary of analysis indicates the frequency of users in

visiting the library. Maximum respondent visit library
regularly 62.2% followed by occasionally and as per
requirement. Very few stated that they do not use library.
2. It is clearly indicated that 41.7% respondent uses reference
service once or twice a week, followed by frequency of users
who daily uses service 33.3 %( 60) . Some users uses service
once every 2 weeks 16.7 %( 30) and 8.3 %( 15) respondent
mentioned that they use reference service once a month.

3. Summary reveals that 27.8% of respondent main purpose of

using

reference

service

is

to

support

independent

learning/research, 19.4% respondent uses service to support

Page | 56

course study. It is observed that17.8%respondent access

general information (13.9%) to access newspaper/magazines
and general reading respectively, 6.1% respondent to access
periodicals

4. Finding reveals that 27.8% users uses computer and internet

facility for Study material & notes 23.3% uses for Filling
Forms, 19.4% user used the service for Organizing exhibition
and fair, 16.7% respondent uses for Assistance in Project
works and 12.8% uses to know the Availability of document
and missing records.

5. Analysis indicated that 164 (91.1%), users uses internet based

reference service to meet their information need, 142 (78.8%)
users used the service to assist the location of documents,
137(76.1%) uses for Ask-a-reference Librarian, 131(72.7%) used

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the service for Responsive services, 130(72.2%) used readers

advisory service, 120(66.6%) used for Holding Library Exhibition
for new arrivals and 112(62.2%), used for Newspaper clipping
services. Some of the services like Reservation of document
Inter library Loan and Maintenance of Project report, Journal and
college brochure needs improvement in their quality of service

6. It was observed that satisfaction level of different categories of

users was maximum with Assistance in location of document,
Ask-a-reference Librarian and Holding Library Exhibition for

new arrivals. It was also observed that Internet Facility and

readers advisory service and responsive service also played an
important part in satisfaction level of users. Summary also
indicated that Reservation of document, Newspaper clipping

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services, Inter library Loan and Maintenance of Project report,

Journal and college brochure needs improvement in their service

Suggestion
On the basis of analysis of the study some suggestion to
overcome the quality of services provided
1. Use of library should be motivated by initiating Library Hours
in college libraries so that different users can meet with their
information needs.

2. Reference service should be used on regular basis in college

libraries and should be part of daily life of users to gain
information
3. Awareness programmes should be organized in college
libraries to promote different reference services which are not

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frequently used and thus remain unutilized so that users will be

aware of such services.
4. Internet facility and ICT Applications should be encouraged in
college libraries to upgrade the quality of reference services
and to increase the dimensions in providing information.
5. Well 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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&
Conclusion

Limitations

Limitation is present because the study is based on the selected

degree college libraries of Lucknow 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.

Conclusion

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

Organized by providing them past or present knowledge in an

organized 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.
Management in library, Qualified and well
trained library staff, efficient use of ICT Application with internet all
together lays the foundation for the better quality of reference
services in degree college libraries.

References

1. Kumar, krishan.Reference service, 5th rev ed., Delhi, Vikas

publishing house, 2009.p.2.
2. http://www.lib.usm.my/equipusm/directory/conference/Documents/ICOL

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%202005%20Paper%207%20Wan%20Abdul%20Kadir
3.
4.
5.
6.

%20&%20Diljit%20Singh.pdf
http://rizal.lib.admu.edu.ph/rlconflibmgt/PDF/singh.pdf
http://en.wikipedia.org/wiki/Survey_methodology
http://en.wikipedia.org/wiki/Questionnaire_construction
http://www.slideshare.net/prjpublications/01-a-study-on-thereference-service-in-college-libraries-15646905

7 http://www.isrj.in/uploadarticles/100.pdf
8 http://eprints.rclis.org/1...ENCE_SERVICES.pdf

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