- Volume 31 Issue 2
The purpose of this study is to examine the relationships among the factors affecting unanswered reference/information service and to suggest alternative steps which would overcome the unsatisfactory outcome in reference/information service policy. A questionnaire on the quality of reference/information service was developed to survey librarians and users in 10 different private and national university libraries. About half of 500 responses indicated dissatisfaction with the reference/information service and 10 variables were eventually identified as the primary factors which have significant relationships with users's satisfaction. Collection variables were identified as major factors associated with the unanswered service but the analysis of each factor's influence on a reference/information transaction has shown that there exist significant relationships among variables of librarian and environmental variables and the users' satisfaction. Tiered or non-tiered reference/information service showed positive relationships with collection and environmental factors.