Analysis of virtual reference services in university libraries

Ieda Pelógia Martins DAMIAN About the author


Virtual reference services offer reference services to electronic environments using communication and information technology. There are a number of resources that can be used for the benefit of university libraries and users who interact through this technology. In order for the opportunities arising from the offer of reference services in the virtual environment to be utilized in the context of university libraries, the aim of this study was to analyze the virtual reference services from the point of view of users by using a survey that considers tools developed and used in electronic businesses. Therefore, qualitative analyses were conducted by using focus groups and quantitative analysis using questionnaires available electronically. Thus, virtual reference services were analyzed from the point of view of their users to identify their most important attributes. Among the attributes analyzed according to the users’ satisfaction of virtual reference services, those that were rated as the most relevant were the general functionality of the site and access to updated electronic content.

University libraries; Users’ satisfaction; Virtual reference service; Service quality; Information technology

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