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Factors influencing customer satisfaction with reference and information services in an academic environment

Hassana Ibrahim, Murtala Aliyu


This paper examines factors influencing customer satisfaction with reference and information services in an academic environment. The paper identifies types of reference services in libraries, factors influencing customer satisfaction and dissatisfaction with reference and information services and suggested the way forward for effective and efficient provision of reference and information services. The paper emphasizes that any delay in satisfying customer queries defeats the purpose of reference and information service provision. It also notes the instrumentality of the new Information and Communication Technologies (ICTs) in providing reference and information services which have compelled the librarians to re-define the convenient ways to promptly meet the information needs of its diverse customers/clients. The paper advocates appropriate training be given to librarians on effectiveness and adoption of emerging ICTs that modern world offers in reference and information services in order to maximally satisfy the needs of their customer.

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