Compiled Work For Real Selnan

CHAPTER ONE
INTRODUCTION
1.1 BACKGROUND OF THE STUDY
The library is regarded as the nucleus of any academic institution including universities.
University library are established as a knowledge/information nerve otherwise called the “heart”
of the university. The university is a service Organization with the primary objective of
providing the bibliographic resources required in fulfillment of the universitys mission. The
universitys mission according to the National Policy on Education (2004) is to make optimum
contributions to national development of high-level manpower within the context of the needs of
the nation. For any university to cope with the task of teaching, learning and research effectively,
the university requires the total support of functional library.
Library In order to achieve the objectives of university education, university library should
design their activities in such a way that they prove to be significant partners in conservation of
knowledge through teaching and learning, research and interpretation and application of research
results for the benefit of society, extension and service programmes. The library exists to help
instructional and research programmes of the university. Hence the basic function of library in a
university is educative and, as Gelfand puts it, a library also functions “as a dynamic instrument
of education, to feed the intellect of student, encourage researchers of the faculty and invite all
who enter its house to partake fully of its intellectual and cultural content.
The University library delivers a wide spectrum of services, by helping students with textbooks,
parallel studies, reference books and periodicals; by providing a large number of bibliographic
tools and up-to-date literature on every subject for students, teachers and research scholars; as
well as by maintaining an efficient reference and information service (Igwebuike, 2011).
Reference service is that part of library administration which deals with the assistance given to
the readers in their use of the resources of the library (James, 2011).
Reference service is the supreme and ultimate function of the library. This is infact the hub of all
library activities. Reference service is sometimes referred to as reference and information
services or reader service.
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According to Hutchins (2016) stated that reference service includes the direct, personal aid
within a library to persons in search of information for whatever purpose and also various library
activities specially aimed at making information as easily available as possible.
The use of digital resources in reference service has changed even the work of reference staff. In
addition to skills he already has, he needs in-service training to enable him/her use newly
evolved resources effectively. Chigbu (2013) asserts that the traditional role of library and
librarians is changing with the introduction of new technologies in library and information
service worldwide. Again Oketunji (2008) observed that digital reference service will no longer
be place-bound. The place at which it is based will not be a reference desk staffed by reference
librarian.
Assessments of reference and information services pose problems. Rothstein and Altiman (2009)
maintained that a number of studies have attempted to ascertain the opinion held by reference
clientele regarding the service received for purposes of future evaluation. Welch (2008) noted
that although personal observation by administrators and others has been a means of evaluating
the reference process, many problems arise concerning the validity and reliability of this method
of appraising reference service. In similar vein Levy (2010) highlights that it is extremely
difficult to assess digital library public service, especially online reference service in part
because we do not really know yet what types of demanded services will emerge from user of
digital library as they settle into these online environments.
The Abubakar Tafawa Balewa University library under study have ideal reference and
information department that can meet information needs of students.
1.2 STATEMENT OF THE PROBLEM
The purpose of an academic library is the provision of high-quality reference and information
services that will meet the information needs of the undergraduate students as well as other users.
The provision of reference service in the library is aimed at ensuring that the undergraduate
students have access to the information they need for academic work. Effective reference
services are essential if the performance and the general standard of education of the
undergraduate students are to be of high quality.
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It is imperative to state that that undergraduate students in some University libraries are not
receiving effective services in their reference sections as stated by James (2011). This may be
due to inability of these libraries to procure current resources/thereby affecting the delivery of
quality reference services to the undergraduate students. Again, some challenges encountered
while using reference sources may constitute some setbacks to Undergraduate students while
pursuing their programmes. The inability to receive satisfactory reference services by the
undergraduate students may equally be affecting their performance and library use.
Scholars have carried out studies on different aspects of reference services in different types of
libraries but assessment of Abubakar Tafawa Balewa University library reference services to
undergraduate students in the University has not been carried out. It is for this reason that this
study is set to assess the reference services offered to undergraduate students to ascertain how
well they are doing, the problems they encounter and what could be done to overcome the
identified problems in this University (Abubakar Tafawa Balewa University Nigeria).
1.3 AIM AND OBJECTIVES OF THE STUDY
The general purpose of this study is to assess the Federal University library reference and
information services to the undergraduate student in Abubakar Tafawa Balewa University
Nigeria.
The specific objectives include to:
1. To determine the frequency of use of reference services by registered undergraduate

library students.
2. To ascertain the types of reference service offered to undergraduate students by

university library.
3. To find out the level to which the registered library undergraduate students are satisfied
with the reference service offered in the library.
4. To determine the challenges encountered by the registered library undergraduate students

while using the reference collections in the library.
1.4 RESEARCH QUESTIONS
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This study is guided by the following research questions:
1. What is the frequency of use of the reference services available to registered

undergraduate students of the library?
2. What are the types of reference service offered to undergraduate students by university
library?
3. What is the level of satisfaction of reference service by the registered library

undergraduate students?
4. What are the problems encountered by the undergraduate students while using reference
and information service?
1.5 SIGNIFICANCE OF THE STUDY
The result of this study will hopefully be beneficial to the undergraduate Students, other
researchers, reference library and the university administration.
The findings of this study will make the undergraduate students and other researchers develop
skills that will enable them exploit available resources and technology in their library and thus
make them capable of getting their needed information independently.
The recommendation of this study will sharpen the focus of the reference librarian concerning
professional role and responsibilities of a competent reference staff in terms of skills and
personal qualities expected of them to carry out their job effectively.
This study will be of benefit to the University administration by unveiling the extent of finance
needed to procure reference and information resources for library. The knowledge of this fact
will enable University administration make adequate budgetary allocation with which to equip
the library with resources and information communication technology (ICT) needed in the
library.
1.6 SCOPE OF THE STUDY
The study will cover Abubakar Tafawa Balewa University Nigeria. It will also cover assessment
of reference services such as user education rendered by reference sections of the Abubakar
Tafawa Balewa University library.
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1.7 DEFINITION OF TERMS
Assessment: Assessment is the systematic collection, review, and use of information about
educational program and services undertaken for the purpose of quality improvement, planning,
and decision making.
Information service: Information service is any service intended to provide information for a
client/user, assist a client/user in finding or searching for information.
Reference: Reference is something such as a number or a name that tells you where you can
obtain the information want or is the act of consulting someone or something in order to get
information.
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CHAPTER TWO
REVIEW OF LITERATURE
2.0 INTRODUCTION
A literature review is an overview of the previously published works on a specific topic. The
term can refer to a full scholarly paper or a section of a scholarly work such as a book, or an
article. Either way, a literature review provides the researcher and the audiences with a general
image of the existing knowledge on the overstated topic of this research work “Assessment of
Reference and Information Service of Abubakar Tafawa Balewa University (ATBU).
This literature review is organized under the following sub headings.
2.1 Conceptual Framework
2.1.1 Nature of Reference and Information Services
2.1.2 Reference and Information Services Rendered to Library Users
2.1.3 Assessment of Reference and Information Services to Library Users
2.1.4 User Satisfaction in Reference and Information Service Delivery
2.1.5 Problems Associated with Reference and Information Services
2.1.6 Strategies for Enhancing Reference and Information Services
2.2 Review of Related Empirical Studies
2.3 Summary of Literature Review
2.1 CONCEPTUAL FRAMEWORK
Abubakar Tafawa Balewa University (ATBU) is the study are and it is a Federal University of
Technology located in Bauchi, north east Nigeria. The university is named after the first Prime
Minister of the Federal Republic of Nigeria, Sir Abubakar Tafawa Balewa. The motto of the
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University is "Doctrina Mater Artium", which means "Education is the mother of the practical
arts".
The university was established in 1980 as the Federal University of Technology, Bauchi. The
institution's first students were admitted in October 1981 for pre-degree and remedial
programmes while the degree courses of the School of Science and Science Education began in
October 1982. On 1 October 1984, the university was merged with Ahmadu Bello
University, Zaria, Nigeria with a change of name to Abubakar Tafawa Balewa College, Ahmadu
Bello University, Bauchi campus. The university regained its autonomous status in 1988
following a general demerger of such institutions. This was followed by a change of name to
Abubakar Tafawa Balewa University, Bauchi.
The academic pattern of the University was formulated in 1980 after consultation with subject
experts from Nigeria, United Kingdom and the United States of America. The curriculum
adopted was applied in nature, as suited a technologically based institution, and this theme is
maintained in all the units of the university.
Over the years reference services have been topic of discourse both nationally and
internationally by scholars like Osunuhu and Balogun (2003) Dada (1983); Galvin (1981); Katz
(1995); Bowker (2011). Their different studies point to the fact that reference services entails
assisting the users to select from the body of available knowledge or information on a given topic
in the library.
In recent times emphasis is on digital and hybrid reference services and studies carried out by
scholars like Clausen (2012); Grandfield (2011); Hasting and Tennant (2016) all highlight the
effectiveness of digital resources in reference services.
The importance of reference interview is a complex process that combines a unique set of
behaviors and knowledge to allow an information professional to find answers efficiently is
stressed by the works of Ross (2013). Also, the need for user-friendly and computer literate staff
is highlighted by Tyckoson (2013).
2.1.1 Nature Of Reference And Information Services
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Oketunji (2008) defined reference services as the professional advice and assistance provided by
the library staff, from materials in the librarys reading rooms or making enquiries by mail,
telephone or online to meet their information needs.
Well organized reference and information services in a university library help the users to gain
quick access to relevant materials for studies and research.
Hence Olufemi (2012) posits that the need to obtain information for specific purposes is
invariably the reason that reference services are requested (and provided). Similarly,
Ranganathan (2011) admits that if the number of books in a library is very small there would be
no need perhaps to provide any reference.
According to Ranganathan in his book “Five Laws of Library Science” all the five laws of
library science point to reference service as the supreme and ultimate function of a library. Green
(2014) opined that readers in popular library need a great deal of assistance. This is particularly
needed by persons unused to handling books or conducting investigation. Supporting this view
Aguolu and Aguolu (2012) argue that most students in the Nigerian universities had never used
any type of library before entering the university. Aguolu and Aguolu further noted that some
had never even seen a library.
Aboyade (2013) observed that the reference section of the library was crucial in a library set up
since it is the first point of contact of the library with its users. Aboyade further states that the
impressions generated at this point could raise or mar the image of the library. In similar vein
Dada (2013) noted that the readers services department of any given library could be described
not only as the image maker of the establishment but also the public relations section.
Provision of current information to patrons increases their desire to use such reference services.
Hence Tyckoson (2013) highlights that the success of the library depends on its ability to provide
information needed or desired by members of its community. Butler (2013) admits that
researchers in the scientific and technical disciplines dedicate considerable time tracking the
latest development in their specialized fields. Again Prytherch and Wellis (2015) assert that
standard reference work entails identifying and evaluating the widest possible range of reference
materials in the fields of generalia, language and literature and the arts. Supporting this view
Marion and Bowker (2011) argue that knowledge of reference books by type, content and
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commonly held features ensure a better choice in answering queries and a more expertly
developed reference collection.
Research has shown that reference interview carried out by the reference staff helps in meeting
the information needs of users. Katz (1982) asserts that an important consideration in analyzing
the reference interview involves the levels of service that the user is likely to receive. Again,
Ross (2003) states that the dialogue between the librarian and patron conveys the specifics of
information desired.
According to Ross other factors such as tone of voice, facial expression and body language help
the librarian through the process. Katz (2012) categorically states that failure to carry out a
satisfactory reference interview may leave the user frustrated. Supporting this view Tyckoson
(2013) posits that patrons clearly value the human contact with the librarian even if the results of
their specific queries are not successful. Ross (2013) observed that in the traditional in-person
form of reference, the librarian receives cues about patrons needs. According to Ross in both the
chat and the in-person environment, the central focus is the human interaction between the
librarian and the patron. Grogan (2017) noted that what gives it its unique status of course is
firstly, its face - to — face - character which makes it the most human of user services. Secondly
according to Grogan the assurance in advance that the effort exerted is meeting a specific need
makes a user have confidence.
Effective communication with the patrons by the reference staff yields tremendous result in
reference services. Ugwunna (2013) suggests that good communication process should be
employed to satisfy patrons information needs. Sharing the same view Shedlock (2018) noted
that the manner in which information is communicated to users strongly influence the perception
of quality. Osunulu and Balogun (2013) opined that the library should increase its
communication skill by mounting periodic displays and exhibition of its products and services.
In similar vein Ross (2013) posits that successful communication takes place — implies success
in the reference process. Ross further noted that failure to communicate no matter how good the
tools for communication dooms the process to fail.
Hybrid reference service is a new development in reference service where print and electronic
publishing must co-exist in library. Kumar (2018) is of the view that the scope of reference
service is vast and the subject dynamic. According to Kumar the rapid advances have occurred in
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computer technology, telecommunication, printing reprography etc. Grawfield (2013) observed
that the modern day library to a great degree is a web based learning environment. According to
Grawfield the term digital reference is the provision of reference over the Internet. In the same
vein Marison (2015) admits that the Internet is one of the constituencies of cyberspace as a
mansion of many rooms. Marison further noted that Internet is just one room in cyberspace.
Technological advances in library operation have improved reference services a lot. Ogbonna
(2013) is of the view that computer is a telecommunication device, an electronic media that has
brought tremendous changes in library operation and services. Alabi (2015) posits that computer
is used to carry out information handling like acquisition, cataloguing, circulation, literature
searches, compilation of bibliographies and selection (SDI) services. Similarly Aguolu and
Aguolu (2012) noted that computers accomplish such repetitive and tedions task as book
ordering, loan and recalls much faster, more efficiently and untiringly than any human. Again
Ifidon (2015) admits that with computer storage facilities, record can be kept for longer periods,
protected from disasters or reproduced in case of accidental destruction. Supporting this view
Belinger (2019) states that the advantages of preservation using microfilm include a long cold
storage, (300 years in colour) easy, in expensive maintenance. Murray (2011) asserts that
computerized databases contain bibliographic information essentially the same as found in
indexing and abstracting services. Murray further added that the reference product for user is
usually a bibliography on a topic or topics. Kumar (2018) noted that the fourth generation
computers make it possible to build up vast databases and the instantaneous retrieval of
information stored in them. According to Kumar the real breakthrough, however took place with
the online service being provided through a terminal in the form of type writer or visual display
(television) screen.
Quality resources especially digital resources have brought considerable improvement in

resource sharing in reference service. Akinade (2000) highlights that expectations of people are
high when sourcing and retrieving information hence frustration too is high when their
expectations are not met. Akinade further states that for a library to satisfy the needs of users
both human and material resources must be available. In similar vein James (2014) observed that
people not only need a range of source and services, they want those resources and services to be
quick and cheap (or rather still free). James further noted that customers want it to be easy to use
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and access and perhaps most important good enough. Similarly, Sharp (2010) opined that the
Internet is democratizing information, empowering the masses and allowing end users access to a
vast array of resources. Ugwuanyi (2013) assets that the use of CD ROM as a pattern to the
Internet encourages resource sharing to its economy and portability. According to Ugwuanyi it
can be lent to other library and received from them. Supporting this view Kumar (1998) posits
that the essence of the latest technologies lies in enormous storage coupled with speed in
retrieval of information. Horowitz, Flanagan and Helman (2015) posit that digital reference offer
the opportunity to make help available from anywhere, as does the “anytime anywhere”
accessibility of online collections to which users have become accustomed. According to
Horowitz, Flanagan and Helman virtual location permits the service to be located in one online
place even for campuses with multiple library units. Sharing the same view, sharp (2013)
observed that these network advances have transformed modes of communication and will result
in significant changes in traditional library structures to accommodate organized information and
access to it. Kumar (2018) observed that the social revolution lies in the fact of centralization of
information at selected points in the country on possibly in the whole world. According to
Kumar the national barriers in respect of dissemination of information have begun to give way in
favour of international cooperation. Again Nebraska (2011) asserts that comprehensive
introduction into library has meant a considerable increase in the workload of reference and
public service. Similarly, Gennaro (2015) highlights that the new information processing
technologies will increase the role and capabilities of academic library Meola (2019) states that
by using digital reference to put a human face on the library learned skill can be defined not just
as an access point or content aggregator, it is all about context.
The patrons are to be considered while adopting certain reference services. McClure, Rayan and
Moen (2012) in their guidelines posit that understanding the users reason for use can play a role
in the continuing assessment and development of marketing of digital reference services. In
similar vein straw (2010) noted that use expectations are an important consideration when
thinking about the form of real time-reference.
However, Coffman and Arret (2014) suggest that good telephone service is one possible
alternative to chat — reference for reasons of cost, staffing and time. Coffman and Arret further
stated that offering “a more effective asynchronous reference service using either e-mail or web
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forms in place of chat”. Cummings, Cummings and Frederickson (2017) observed that
synchronous chat-based reference is one example of a communication technology that was
enthusiastically accepted by the library community producing several highly successful digital
reference services nationwide. In similar vein Borgman (2011) admits that online service offer
users the capability of interacting directly with databases and allow them to build and refine
search strategies at a terminal session. Kumar (2018) opined that basically most of the online
system function as online bibliographic retrieval system. The computer has decided advantage
over the printed word.
According to Kumar most of the online services yield information data the actual documents are
usually obtained by ordering through mail or inter-library loans or fax or a floppy. Brandi (2010)
highlights that e-mail puts the emphasis on answering request rather than the “call”. However,
Cummings, Cummings, and Frederisken (2017) posit that in response to declining use statistics
reference desks staffed by librarian who meet face — to — face or by phone with students in a
defined physical space are increasingly supplemented by e-mail, virtual reference instant
messaging services and web logs. Straw (2010) states that the expectation patrons have are
simply to get an answer to the question or to be shown where to start the research process.
According to Straw the specific expectation digital patrons have includes: the librarian
introduction, questioning (the reference interview) and the presentation of information in a
helpful manner. In similar vein Johnson (2011) opined that rather than completely moving
reference online, a mixture of local and virtual reference service is the best way to serve patrons.
Kings (2016) states that digital library researchers have began to examine the social aspects of
Generally, achievements in reference services are obvious in certain areas. Webb (2014) noted
that it is known that in no distant future academic library journals, books, workload,
bibliographies and even newspapers are likely to be produced entirely in electronic form.
However, Oketunji (2018) posits that, as the design, use and impact of information. library have
done with, OPAC web interfaces, they need to identify necessary tools and adapt them to their
needs taking the lead rather than being led by technologies that dont serve those needs. Kumar
(2018) asserts that due to development in information technology, information can be made
available to the furthest conners of the globe. According to Kumar while the bibliographical
sources may not be made directly available to a user, still he can have access to information.
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Similarly, Odesanya and Ajiferuke (2010) remarked that information technology brings about
improved productivity, customer satisfaction and significant improvement in the quality of
information dissemination. However, Chigbu (2013) is of the view that if library in developing
countries cannot provide the current resources for their clientele, it will definitely impinge on
their educational standard.
2.1.2 Reference and Information Service Rendered to Library Users
Reference and information service according to William (2014) is “the ability of the reference
librarian to translate the query into terms that can be met by a given reference sources”. Here
emphasis is on the meaning of the term. Again, William further defined reference service as the
formalized provision of information in diverse forms by a reference librarian who is interposed
between the questioner and the available information sources. Similarly, Kumar (2018) noted
that broadly speaking reference service is what a reference librarian does. Osinulu and Balogun
(2013) highlight that it is aimed at teaching users the use of standard reference works among
others. These standard works provide general information and factual answers to users queries.
Similarly, Ifidon (2012) asserts that the job of the information officer or librarian, is to interact
with the users to find out what they need or want to know and to provide clients with the relevant
information needed.
Current trend in library practice and information technology has influenced reference service.
Thomsen (2019) states that reference collections are in a state of great change as traditional print
formats give way to various electronic formats and as resources previously only found in library,
like periodical indexes, are becoming directly available to home, office and school users over the
World Wide Web. Supporting this view Cassell (2017) admits that many factors besides
electronic reference tools have brought about the extraordinary changes in reference service,
such as changes in the way users look for and handle information. Cassell further states that
users want more current information and increasing number of them want to find it all on a
computer screen so that they can print it out and to go with them. In similar vein library users
desire a wide range of alternative, customized service options, self-service and universal
accessibility and availability. Supporting this view Cassell (2019) posits that users expect
librarians to know about all the electronic resources the library has and to help the users learn to
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use them quickly. Thomsen (2019) is of the view that managing these changing resources can be
difficult and challenging, but a collection of reference resources on our shelves or service
electronically, is the foundation of reference.
2.1.3 Assessment of Reference and Information Service
Knowledge generated from the library is used for assignments and research work. Achebe (2010)
noted that the rationale is that a well-organized reference service in a university library helps the
user to gain quick access to relevant materials for studies and research. Loho (2012) asserts that
it is necessary to point out that users and their needs must be understood in order to provide
effective services. Loho further states that to meet the users needs it will require the librarian to
know what information sources can be created and maintained.
Assessment of academic library reference service is necessary so as to determine both quality of

staff and service rendered to users. Lankes and Kasowitz (2018) posit that assessment is defined
as the deliberate process of comparing the reality of a service against both its stated goals and the
realm of the possibilities for such a service. In addition, Summerhill (2014) argues that there is
need to reassess services and service delivery methods in order to operate effectively with
commercial information service. Summerhill further states that areas of concern including
inappropriate allocation of librarians time to tasks not enquiring their skills and inherent
inefficient service delivery method, centred round the reference desk. Welch (2019) admits that
on establishment of guideline for assessment of reference librarians effectiveness in the reference
services have tended to favour the following approaches.
1. Accurate answer model
2. User satisfactory model
3. Marketing model
Oketunji (2008) is of the view that “quality data” are those that are
I. Reliable — The measures produce the same result every time they are used to produce data
II. Valid — The measures actually measure that which they are intended to measure.
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III. Useful — The data assist library decision — makers to make better decisions than if the data
were not available. In similar vein Kyrilldou (2018) asserts that common example of such
measures includes collective size and breadth of subject coverage, volume held per student of the
number of transactions of different services.
The term assessment is used interchangeably with evaluation. Katz (2018) asserts that evaluation
concerns the efficiency and effectiveness of reference service in terms of individual user.
Supporting this view Saracevic and Covi (2010) defined evaluation as an appraisal of the
performance or functioning of a system or part thereof relation to articulated objective.
According to Saracevic and Covi any evaluation must specify clearly what elements are being
evaluated because any exhaustive evaluation of anything is impossible. Grandfield (2916) posits
that a library must use performance measures and goals that are meaningful and easily
understood and effectively and deliberately used. Pomerance Jeffer, Monlorri and McClure
(2008) assert that any library service needs ongoing evaluation conducted at a specific key point
in time, such as annually by semester or quarterly (summative).
Usually, evaluation is conducted when some aspects of a service need to be evaluated. Katz
(2016) is of the view that evaluation might be undertaken for the following reasons:
I. to check the current state of the service
II. to discover methods for immediate and often
III. to determine the need for modification of goals and philosophy of service.
Katz further noted that no matter what type of evaluation measures are employed the final result
will be better service for more people. Whitson (2019) asserts that its better to evaluate the
quality and effectiveness of service at both the reference and information desk, and to provide
much more on giving reference updates, training and to review for reference staff. Edward and
Brown (2015) are of the view that the criteria supplied by users, in judging the quality of a
service can be quite different from those that librarians consider most important.
Evaluation of reference service now centres more on users. CAVAL Report of 1978 has it that
towards the 1970, there was a shift towards the evaluation of materials. Library seeking to
rationalize, customize and personalize their service and collection looked for measures which
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would provide an indication of what directions to take for improvement. Engelbrecht and
Westerman (2018) highlight that user surveys are an established method of evaluating library
services in general and reference service in particular.
Literature reveals certain problems in evaluating reference services. Dividdon (2015) suggests
that the amount of effort needed to evaluate a service should be in proportion to the amount of
staff time involved in providing the service. Cullen and Calvert (2015) argue that library
effectiveness has been extremely hard to convert into reality because as the ideal is explored in
detail, it appears to grow in depth and complexity. Cummings, Cummings and Fredensksen
(2007) observed that assessment of virtual reference services by user is somewhat problematic
issue since most of the data are subjective. Cummings, Cummings and Frederiksen further noted
that there are three primary means for collecting information regarding user perception:
Utilizing “secret patrons” such as students or other faculty “assigned” to pose questions and note
the responses, based on given criteria, analyzing follow up surveys sent to users or after a digital
reference transaction and actually surveying patrons who are users or potential users. Again,
Lankes and Kasowitez (2018) posit that it is extremely difficult to assess digital library public
service especially online reference services in particular because we do not really know yet what
types of demand services emerge from users of digital library as they settle into these new online
environments.
2.1.4 Users Satisfaction In Reference And Information Service Delivery
High quality reference collection and services rendered to patrons will enable them to get the
information needed and thus make them satisfied with such library services. Nwokocha (2013)
highlights that the reader as the cumbersome of any kind or type of library service — his
presence and ability to make meaningful use of information can be the yardstick, to measure
library service in a given situation. In their studies Dervin and Nilan (2015) admit that user
satisfaction is the post-consumption evaluation of product or service. Yaksel and Rimington
(2018) observed that user-satisfaction is essential to successful marketing because satisfied
customers are more likely to show loyalty and spread positive word of mouth recommendation.
Similarly, Henning and Klee (2017); Kasper (2018); Martensen and Grouhold (2013) in their
work respectively noted that the measurement of customer satisfaction has been the focal point in
most service organizations marketing research programs although in academic library the need
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for gauging customer satisfaction as relevant measure of quality has been recognized rather
recently”. Nitecki (1996); Nitecki and Franklin (2019) posit that considerable effort has gone
into identifying appropriate rating formats to measure quality and customer satisfaction and such
services.
Some academics contend that satisfaction is transaction specific, whereas service quality is
cumulative evaluation of multiple transactions over time. Cronin and Tylor (2012) noted that
although today customer satisfaction has come to be recognized as necessary but not sufficient
condition for customer repurchasing. Jones and Sasser (2015) in their studies admit that assuring
customer satisfaction remain a goal in most organization including library.
Roszkoski (2015) highlight that based on this paradigm customer satisfaction constitutes the
“gap” (i.e difference) between the service and the service that she or he actually experiences.
SERQUAL psychometric gap score is well established scale that has been used in numerous and
diverse setting. Mccleary and Swan (2016); Lan (2012); Newman (2011) posit that gap score as a
measure of satisfaction which has been questioned in the literature on both theoretical and
empirical grounds. Andaleeb and Simmonds (2010) in their research noted that the library will
be able to provide satisfactory services which has been shown to be a component of service.
2.1.5 Problems Associated with Reference and Information Services
Some studies carried out in reference services tried to find ways and means of rendering
reference services effectively without much difficulty. Huang (1997) observed that reference
interviews as complex communication process between a librarian and a user which deserves
intensive inter disciplinary research described the four dimensions of an interview to be as
follows: Structure, Coherence, Pace and Length.
Bourne (2017) admits that one of the major information service problems in developing
countries has to do with the provision of document delivery services. In a similar vein Ike (2004)
in his research on acquisition and utilization of reference materials noted that poor funding for
acquisition of reference materials, inadequate professional librarian to handle the job, constitute
problems in reference service. Ajaegbo (2006) is of the view that the library experience problems
such as poor relationship with users, lack of full comperization and uncoordinated interlibrary
cooperation in their various library. Eze (2003) noted that the use of obsolete equipment, power
17
outage and lack of expertise staff constitute problems in reference service. Force (1994) admits
that planning online reference service has become more complex because of the number of
alternatives that have become available. However, Force further recommends that the librarian
can choose from local tape loads, C.D ROMS, gateways, or traditional online access for variable
or fixed fees. Ifidon (2012) is of the view that space is one of the most crucial aspects and yet
one of the greatest problems of a reference unit. According to Ifidon other features to consider in
locating a reference unit are ground floor accommodation for ease of access to all categories of
users and especially the elderly and disabled people. Similarly Force (2014) states that getting an
optimal mix to match local needs has become a complex planning.
Finance constitutes major problems in reference services. To this Summerhill (2014) argues that
traditional reference services are not cost-effective and proposes moving to an office consultation
model for reference service through schedule in-depth consultation which may be combined with
an information desk for more routine enquires. Force (2014) observed that the planning changes
for the 90s to include cost consideration, local online information building the local
telecommunication and computing infrastructure, and ensuring access for all.
There are other problems in reference service. Dee and Alan (2006) highlight that factors such as
link visibility, position and language used to label the service all contribute to the success or
failure of a librarys Digital reference service. Summerhill (2014) opined that the advent of
networked information tools and resources present challenges to reference librarians in search
library. According to Summerhill the chief challenge presented by networked databases is the
difficulty of providing reference and consultation services for remote resources.
Increased use of automation and marketing of products to the end users are changing the manner
in which library clientele use research library. Gullikson, Blade and Bragdon (2019) posit that in
essence a site may be visually appealing, contains all the resources that meet the sites objective,
but still be humanly unusable. Similarly, Dee and Alan (2006) discovered that features such as
frames, Browers incompatibilities and the requirement for the user to download a special client
before he or she can use the service are still barriers to users of DRS. Paul (2007) noted that there
was a conflict between the confidentiality of the client and the feeding tips to the newsroom.
According to Paul the newspapers lawyers counseled that they cannot guarantee that information
request would remain confidential.
18
2.1.6 Strategies for Enhancing Reference and Information Services
Competent reference staff is crucial for effective reference and other library services. Ross
(2003) succinctly pointed out that the librarian is the key to the information seeking process.
Reference librarians are information professionals who provide a link between the reader and the
intellectual content of the library Ranganathan (1931) believed that the happiest moment in the
life of a librarian is the moment of his doing reference service. Reference services are
particularly carried out in reference section of the library through the reference librarian. Dada
(2003) noted that the person manning this section must have an intimate knowledge of materials
in his stock complied with the ability and experience to patrons. In similar vein Sharp (2003)
opined that the core skills traditionally associated with information professionals, which include:
information handling skills, training and facilitating skills, evaluation skills, and concern for the
customer, are all still relevant. Supporting this view Uche (2003) asserts that reference library
should possess a wide range of intellectual interest, the desire to assist users, flair for document
to search the literature and adequate knowledge of resources of the library skills would enable
librarians provide direct and indirect reference services to patrons. Sharp (2003) posits that
librarian of the future must be equipped with a wide range of personal and transferable skills in
order to manage the changing environment in which he works. Similarly, Hasting (2016) argues
that management and interpersonal skills will make librarians more effective managers of
network resources and services. Hasting further noted that the librarians possess particular
qualities (which are innate) rather than skills in information organization, are more necessary in
this age of information explosion. According to Sharp these skills cover chat collection
developments and when these wanes in importance and access waxes, the teaching library is the
route to go.
The ability to conduct reference interview portrays the effectiveness of the reference staff.
Tyckoson (2003) posits that librarians who make effort to conduct a thorough reference
interview are more likely to succeed in finding what their patrons want than who do not take
their time for the reference interview. Similarly, Cummings, Cummings, and Frederickson
(2007) asset that the ability to communicate with users in a variety of modes is an important one
for the librarians, it is often cited as a reason that many new services are designed or purchased
and implemented.
19
User-friendly staff promotes reference services. Bunge (2011) is of the view that high staff
moral, reasonable workload and user-friendly environment greatly enhance quality of reference
service. Ugwunna (2013) noted that librarians serve people, not books and doing this pleasantly
and in a spirit of helpfulness is first step of eliminating unfriendliness in our reference “desk”. In
similar vein Sololo (2013) found out that the quality of services rendered to users or readers in
any library reflect the quality of the staff. Sololo further states that if a library is managed by
well experienced and cultured staff, users will always be encouraged to make use of the library.
Supporting this view Audu (2006) posits that to be relevant, therefore, academic library must be
user-friendly by ensuring effective use of their resources with minimal difficulties. McFadden
and Hostetler (2015) admit that there is a great need for research to be from the user perspective
are developed in user system design.
Technological advances in reference services have altered a little the way reference staff carry
out their work. Murray (2019) admits that new technology has made staff development an
increasingly important issue, training has become an integral part of library work and staff skill
must be continually upgraded.
According to Murray, the original goal of technology to reduce staff size has not been realized
instead technology has brought about redeployment of staff with technological expertise.
Medhurst (2015) stresses that librarian should not feel threatened by computer and technological
development but should move forward with the new technology and take a pivotal role within
organization. Similarly, Okiyi (2006) suggests that librarians should be more pushful and
assertive as they carry out their duties in various library so that their impact can be felt more than
ever before.
User education makes it possible for library users to acquire skills they need to be able to locate
needed information and the technicalities of using various library resources independently.
Aguolu and Aguolu (2012) observed that information explosion and the proliferation of various
media for the organization and dissemination of information coupled with the unprecedented rise
in admission to institutions of higher learning in Nigeria, forced academic library to give priority
to user education. Edoka (2010) opined that user education is the art of educating the patrons,
whether students, staff or member of pubic on how best to make use of the overall resources of
the library.
20
However, Adunge (2011) and Nnadi (2014) discovered that in Nigeria library orientation and
instructions were the most widely used. Kapun (2010) noted that the sophistication of
information technology brought in new methods for user education as power point technology in
Minnesota State University.
Aguolu and Aguolu (2002) and Kapun (2003) admit that the use of a combination of methods or
multimedia to teach user education makes learning to be permanent and interesting. Supporting
this view Tiefiel (2000) posits that dramatic changes in technology and society are having a
considerable impact on library and their instruction programs. According to Tiefiel these changes
have created an urgency to teach users, how to become more effective efficient and independent
in their information searching. Green and Gilbert (2015) observed that information literacy will
be essential for the growing cadre of knowledge workers need. In similar vein Murray (2011)
noted that information literacy instruction services offer components of computer literacy,
technology literacy, library literacy, media literacy and more. Katz (2015) maintained that the
conventional way of helping user to master computer searches is via the traditional workshops
and tutorials wherein the librarian shows a lay person the basic searching. Clausen (2017) asserts
that computer literacy is important in this information age, but what is more fundamental and
more difficult is information literacy. According to Clausen information literacy is the skill
required to handle information in any form. However, Rowley (2010) suggests that users may
keep themselves reasonably aware of developments by selecting an appropriate range of
authoritative sources and be scanning these on a regular basis. Rowley further states that
software can assist with the process and allow users or organizations on behalf of a group of
clients design tailored alerting services. Clausen (2017) argues that without information literacy
there is danger of uncritically accepting whatever is on the Internet and failing to see the need to
look beyond it to other information services.
Literature revealed certain problems associated with user education. Adeyenmi (2010) is of the
view that user education program in university library in Nigeria, needs reviewing if library are
to justify their establishment in the university system. For orientation Alemna (2010) and Zaki
(2019) lamented the increasing large number of freshmen to be handled by fewer personnel.
Aguolu and Aguolu (2012) and Eze (2014) blamed the piecemeal admission policy of the
institution. Also in Edem and Lawal (2016) and Aguolu and Aguolu (2012) respectively featured
21
the inadequacy of the curriculum and the uncooperative attitude of the staff. Strategies for
improvement suggested include methodological reorientation. LuWehabura (2016) stresses the
need for provision of qualified staff. Edem and Lawal (2016) reviewed the salary while Adunge
(2011) reviewed the duration of contact hours.
The need for adequate funding of library cannot be overemphasized since no organization
functions effectively without fund and library is no exception. Anafulu (2016) asserts that every
library stands on three legs: a building, collections and staff. According to Anafulu the tendon
that holds each of these legs and ultimately binds together into a whole is money. Edoka (2019)
admits that the library and information services are traditionally free to the bonafide
users/researchers of the institution. Similarly Alemna (2013) and Mohammed (2013) in their
different works attested that little or no funding is for librarianship and information science
researchers in Africa.
Odini (2011) posits that most library do not have enough fund to buy computers and install them
to the Internet. Campton (2014) observed that funding higher education in Nigeria have been
comparatively poor and is witnessing a worse financial allocation in many years. According to
Campton the effect is that academic library are poorly funded and unable to acquire and instill
ICT products. Again Gennaro (2011) admits that changes in technology affect the methods and
economic of collecting, storing, retrieving, communicating and disseminating information.
Suggestions on how to solve monetary problem in library abound. Murray (2019) suggests that
one route has been electronic resources and to increase the librarys budget. Galvin (2019) asserts
that the cost of increasing and maintaining networks cannot be met from currently available local
resources of support and that more federal and state aid will be required. In similar vein Murray
(2019) opined that entering into consortia arrangements with other library and sharing the cost of
electronic databases can help tremendously in cost saving.
Poor funding of library affects even minor duties needing little money Anafulu (2016)
categorically states that where finance is lacking, it is impossible to organize library services of
any kind and where it is inadequate the efficiency of that services is bound to be adversely
affected. Anafulu further states that money is essential for procurement and processing of
materials, for writing of personnel, for the purchase and maintenance of equipment. Murray
(2011) observed that most library already budget carefully just to manage their small library
22
material budget, are feeling the financial strain of new electronic resources and have been forced
to rethink their budgets. However, Edoka (2011) noted that it is perhaps not in doubt to any
information professional in public funded library in Nigeria that budgetary allocation for running
the library are grossly inadequate. Murray (2011) highlights that librarians have always
complained about the lack of adequate money for programs. Similarly, Amekuedee (2013)
admits that the explosion in the quantity cost and communicability of information is a new
phenomenon which calls for new responses. Also, Butler (2013) is of the view that when budgets
are strained, extending such services may seem beyond the possible, especially to library serving
large faculty population. Edoka (2011) noted that the effect of this on library and information
services are not far to see. According to Edoka new books are hardly purchased, journals
subscriptions cannot be renewed, worn out resources are not replenished, staff vacancies cannot
be filled.
The National University Commission (NUC) in January 1993 sent a circular to all Federally-
funded universities and Centre directing that henceforth the following 10% of the annual
recurrent grant to each institution shall be set aside for the operations of the library: Out of this
account, the ratio of expenditure on collection vis-à-vis personal; cost, other goods and services
shall be 60:40; Library funds shall be listed and released separately; Library funds may be
carried forward from one financial year to the next; Utilization of funds shall be quarterly
according to the NUC; the amount actually allocated between books and journals shall be
decided by each institution.
Anafulu (2016) states that the prevailing economic crunch has driven many public
establishments to critically review their services and relations with people, devise arrangements
for generating some fund internally. Internationally Edoka (2011) opined that in UK several
public and a few academic libraries have advertised for few positions of business information
service. In similar vein Anafulu (2016) posits that the reality of the prevailing financial
constraints in many libraries appear to be compelling library to reach out for other means of
raising fund.
2.2 Review of Related Empirical Studies
Empirical review related to the study was consulted and they are follows:
23
Jacoby and Obrien (2005) carried out a study on the assessing the impact of reference services
provided to undergraduate students. The study targeted undergraduates receiving non-directional
reference assistance. The researchers employed survey research design and the population of the
study was the undergraduate students of the institution. Questionnaires and interview were the
instruments used for data collection. Data generated for the study was analyzed using frequency
tables, percentages, bar and pie chart. It was found that reference services can play a significant
role in helping students become confident, independence information seekers, correlations
between variables and multiple regression model further indicates that friendliness of the best
predictors of students confidence in their ability to find information on their own.
The study is related to the present study in that both studies have the undergraduates students as
their population. References interview is stressed in the two studies as a good technique used by
reference staff to make the undergraduate students get their needed information from the library.
User-friendly staff is emphasized in the two studies as very important in making students become
independent information seekers.
Onifade and Sowole (2011) in their research studies reference services in a university library:
awareness and perception of undergraduates students. The researcher used survey research
design while the population of the study was the undergraduate students of the institution.
Questionnaire was used for data collection. Data for the study was collected and analyzed using
frequency table and percentages, bar and pie charts.
It was found that reference services can play a significant role in helping students become
confident, independent information seekers, correlations between variables and multiple
regression model further indicates that friendliness of the reference staff was one of the best
predictors of students confidence in their ability to find information on their own.
The study is related to the resent study in that both studies have the undergraduate students as
their population. Reference interview is stressed in the two studies as a good technique used by
reference staff to make the undergraduate students get their needed information from the library.
User-friendly staff is emphasized in the two studies as very important in making students become
independent information seekers.
24
Onifade and Sowole (2011) in their research students reference services in a University library:
awareness and perception of undergraduate students. The researcher used survey research design
while the population of the study was the undergraduate students of the institution. Questionnaire
was used for data collection. Data for the study was collected and analyzed using frequency table
and percentages. The finding revealed that the majority of undergraduate students in University
of Agriculture Abeokuta are not aware of reference services in the library. It was discovered that
many undergraduate students do not see the reference librarian as a resource person who is
capable of enhancing their searches and thus help them get satisfactory information needed for
their studies.
The study is related to the present study in that the two found that users that are not familiar with
reference materials do not know the importance of these materials to their study.
Achebe (2000) carried out research on librarian competencies for reference services in Nigerian
University Library. The study tried to identify and validate required competencies for describing
the details of the reference librarians job as well as their competencies. The research used
descriptive survey design and the populations were the librarians, library educators and reference
librarians in University library. Questionnaire was used for data collection. Data obtained for the
study was analyzed using frequencies, percentages, mean and correlation coefficient. It was
found that 84 reference related competencies were identified validation. The study is related to
the present study in the sense that both tried to emphasis reference skills, behavioral and personal
quality traits of reference librarian as important in offering effective reference services to users.
2.3 SUMMARY OF LITERATURE REVIEW
In the course of reviewing the literature related to this study, the researcher consulted textbooks,
journal articles, seminar papers, articles from the Internet and other relevant publications.
Attempt was made to look at the concept of reference service and its efficacy in helping patrons
use the library and its resources.
Literature reviewed highlighted that human interaction between the librarian and patron makes
reference service the most human of all user services. The literature reviewed revealed the
essence of high-quality reference collection that enables patrons obtain current information and
thus receive satisfactory reference service. Literature reviewed stressed the need for the reference
25
librarian to study the content of the reference collection as this will make him to be effective in
carrying out reference service and tied success in reference service to good communication
between librarian and patron as well as meeting patrons information needs.
The literature reviewed showed that digital resources are now being emphasized in reference
service as they make for acquisition of current information and also the need for computer
literate staff. Also, literature revealed the essence of continuous training on the part of staff to
make them competent, equipping them with skills with which to select, evaluate and master
newly evolved resources. The literature reviewed laid emphasis on the need for comprehensive
user education including digital resources management.
Literature reviewed placed emphasis on the need for adequate funding of reference service and
also revealed that where finance is lacking or inadequate, reference service become almost
impossible to organize. Ezenwa (2013) categorically stated that the library is the root of learning
and instruction in all educational environments and like the tree any branch that attempt to cut
off the source of its nourishment is bound to atrophy.
From the works reviewed, it was observed that previous literature Sexists in related areas of this
study. Most of the literature are found in advanced countries of the world such as United States
of America. Few works are found in Africa and not too many in Nigeria. Interestingly no similar
work has been carried out in the area of present study to the best of the knowledge of this
researcher. This is therefore a gap which this study is intended to fill.
26
CHAPTER THREE
RESEARCH METHOD
This chapter describes the method (s) to be adopted in carrying out the study. It covers the
research design, area of the study, population, instrument for data collection, method of data
collection and method of data analysis.
3.1 DESIGN OF THE STUDY
The researcher adopted descriptive survey research design for this study. Nwoga (2006) asserts
that descriptive survey aim at collecting in a systematic manner, the characteristics, features or
facts about a given population. It is the most appropriate design for this study in the sense that
there is large population to be covered. Again, descriptive survey is used based on the fact that
the study requires opinion, view and feelings of respondents and describing these feelings to
arrive at required data.
3.2 POPULATION OF THE STUDY
Bereh (2010) defined population as the total number of actual object of a certain class under
consideration. The population of this study comprised one thousand four hundred and fifty
(1450) registered undergraduate registered undergraduate library users in Abubakar Tafawa
Balewa University Library, Bauchi State.
3.3 SAMPLE AND SAMPLING TECHNIQUES
Eguizoikpe (2008) defined sample size as the total number of elements in the sample. For the
purpose of this study, a systematic random sampling will be employed for data collection. This
method is relevant here because it voids the difficulties researcher encounters. Researcher may
not be able to come into contact with all respondents.
The sample for this research work is 150 undergraduate registered library users representing ten
(10) percent of the population in line with Nwanna (1981) when he recommends that when
population runs into hundreds, use 40%, or more, when several hundreds, use 20%, when
27
thousands, use 10% and when several thousands, use 5% or less. Simple random sampling was
used to select the users giving the sample size to 150 undergraduate registered library users.
3.4 INSTRUMENT FOR DATA COLLECTION
Questionnaire titled “Assessment of Library Reference and Information Service of Abubakar

Tafawa Balewa University. Questionnaire was developed by the researcher for the purpose of
data collection. The questionnaire was designed for the undergraduate students in the two
University library. The questionnaire contains two sections. Section A was on bio data while
section B was on the subject of the study.
3.5 VALIDATION OF INSTRUMENT
The instrument was validated by the researchers supervisor and other research experts in the
Department of Library and Information Science, University of Jos. Face validation will be
carried out by three research experts. They examined and critically analyzed the research
instrument in order to ascertain the relevance of the content to the study, the appropriateness of
the language and the charity of expression. Their comments and corrections made were finally
used in the modification of the research instrument.
3.6 METHOD OF DATA COLLECTION
The relevant data for this study was collected by the researcher with the assistant by
administering the instrument to the respondents. This was collected back immediately to ensure a
high return rate. The researcher made use of trained research assistants. This was done by giving
the research assistants detailed instructions on how to carry out the data collection. The
researcher oral interview for the Librarians
3.7 METHOD OF DATA ANALYSIS
Data collected will be analyzed in line with the research questions. Data gathered will be orderly
organized in tabular forms to indicate raw scores which will be converted into frequencies and
mean for easy clarification. For the four likert types questions, the mean formular, would be used
analyze the data.
X= ∑fx
∑Nf
28
After gathering and reviewing the required data, they will be carefully examined to see how they
have been applied in the study.
29
CHAPTER FOUR
RESULTS
This chapter presents the result of the study. This is done with reference to the research questions
to direct the study. The data is presented and analyzed using frequency table and mean. It is
presented in a tabular form.
4.1 DATA PRESENTATION AND ANALYSIS
Table 1: Socio-Demographic Characteristics Of Respondents
S/NO VARIABLE FREQUENCY PERCENTAGE (%)

1. Gender
Male 93 62
Female 57 38
Total 150 100
3. Year
1st year 112 74.7
2nd year 31 20.7
3rd Year 2 1.3
4th year and above 5 3.3
Total 150 100
The analysis of Socio-Demographic characteristics of respondents is presented in table 1. The

analysis of the field survey revealed that a total of 150 respondents were examined. 93 (62%)
males and 57 (38) females. This showed that the study is fair in covering both genders. The level
of students from year one (1) to year four and above reveals that 112(74.7%) of the respondents
are in their first year. 31(20.7%) of the respondents are in their 2nd year. 2(1.3%) of the
respondents are in their 3rd year while 5(3.3%) of the respondents are in their 4th year and above.
30
31
Research question one: What is the frequency of use of the reference services available to
registered undergraduate students of the library?
Table 2: Mean frequency of use of reference services available to registered undergraduate

Students in the library
N = 150
S/No Items VO O S NA Mean Decision

1. Assistance in the use of reference book 12 37 32 69 3.28 Agree
2 User education 0 33 51 66 3.27 Agree
3. Answer to queries 0 26 56 68 3.22 Agree

4. Assistance in the use of library 16 68 66 0 3.22 Agree
catalogue
5. Assistance in the location or searching 29 14 77 29 3.18 Agree

document
6. Bibliographic services 13 48 60 0 2.96 Agree
7. Readers advisory services 26 34 53 0 2.92 Agree
8. Online services 12 23 28 0 2.70 Agree
9. Literature and CP-ROM search 14 43 33 79 2.69 Agree
10. Selective dissemination of information 43 20 29 58 2.69 Agree
11. Current awareness services 40 17 68 25 2.66 Agree
12. Inter-library loan services 69 18 40 23 2.54 Agree
13. Referral services 69 56 6 19 2.52 Agree
32
14. Translation services 45 12 59 34 2.12 Disagree
15. Reprographic services 13 29 58 50 1.84 Disagree
Key: very often (VO), often (O), sometimes (S), and not at all (NA)
Table 2 reveals that all reference and information services in the university library have
their mean greater than 2.50 except translation and reprographic services. This show that the
undergraduate students make use of all other reference services in the university library.
Translation and reprographic services have their mean less than 2.50. This indicates that the
undergraduate students do not make use of these two reference services in the university library.
Research Question Two: What are the types of reference service offered to undergraduate
students by university library?
Table 3: Mean of Reference Services offered to the Undergraduate Students in the Abubakar
Tafawa Balewa University.
N = 150
S/No Items HR R PR NR Mean Decision
1. Assistance in the use of reference 0 26 47 77 3.52 Agree

books

catalogue
3. Assistance in location or searching 0 6 61 83 3.34 Agree

document
4. User education 26 60 14 51 3.11 Agree
33
5. Bibliographic services 20 21 41 68 3.08 Agree
7. Inter — library loan services 31 19 54 47 2.81 Agree
10. Literature and CD —ROM search 43 18 59 30 2.71 Agree
12. Answers to request 42 40 37 32 2.59 Agree
14. Translation services 19 41 41 50 2.39 Disagree
15. Reprographic services 12 24 54 59 2.29 Disagree
Key: Highly rendered (HR), Rendered (R), Partially rendered (PR) and not Rendered (NR)
Table 4 above shows that all the reference services rendered to the undergraduate
students in the two university libraries have their mean greater than 2.50 except translation and
reprographic services. This shows that all these reference services are offered to the
undergraduate students in Abubakar Tafawa Balewa. However, translation and reprographic
services that their mean less than 2.50 indicates that these two services are rarely or not used by
the undergraduate students in these University libraries.
Research Question Three: What is the level of satisfaction of reference service by the
registered library undergraduate students?
Table 4: Mean level of Satisfaction of registered Undergraduate Student with the Reference
Services.
34
N = 150
S/No Items VS S FS NS Mean Decision
1. Assistance in the use of reference 27 27 25 71 3.28 Agree

books

catalogue
3. Bibliographic service 27 55 69 0 3.10 Agree
4 Assistance in the location or searching 4 12 46 50 2.94 Agree

document
5. Answer to request 26 38 85 0 2.95 Agree
6. Inter library loan services 14 43 89 4 2.68 Agree
7. User education 26 48 50 26 2.68 Agree
8. Literature and CD—ROM search 39 18 45 48 2.68 Agree
14. Reprographic services 33 16 66 34 2.21 Agree
15. Translation service 64 6 80 0 1.92 Disagree
Key: very satisfied (VS), satisfied (S), fairly Satisfied (FS) and not satisfied (NS)
Table 3 shows that ten reference services have their mean greater than 2.50. This implies
that the undergraduate students are satisfied with these reference services rendered in the
35
university library. However, items with their mean less than 2.50 are reference services in
numbers 9 which is Current awareness services, 10, 11, 12, 13, 14 and 15 (Translation service).
This means that the undergraduate students are not satisfied with the reference services rendered
in the university library.
Research Question Four: What are the problems encountered by the undergraduate students
while using reference and information materials?
Table 5: Mean of Problems Encountered by the Undergraduate Students While Using Reference
Materials
N = 150
S/No Items SA A D SD Mean Decision
1. There is erratic power supply and it 47 4 60 37 2.71 Agree

effects the use of internet facilities
2. Some of the resources are not available 77 38 16 19 2.61 Agree
3. I do not known how to find the 44 22 19 66 2.51 Agree

reference materials I need
4 I find it difficult to find relevant 67 28 23 31 2.46 Disagree

materials for my assignment
5. Current materials need for my research 50 31 40 29 2.33 Disagree

are not available
6. The reference staffs are hostile to users 95 6 13 36 2.32 Disagree

sometimes.
7. Reference staff are not providing the 16 25 108 0 2.12 Disagree
36
required assistance to users
8. The internet facilities available 16 14 120 0 1.84 Disagree
Key: strongly agree (SA), Agree (A), Disagree (DA) strongly Disagree (SD)
Table 5 shows that three items which are There is erratic power supply and it effects the
use of internet facilities, some of the resources are not available and I do not known how to find
the reference materials I need have their mean greater than 2.50. This implies that these items
agree which constitute the problems encountered by the undergraduate students in the university
library while using reference materials. However, six item, which are I find it difficult to find
relevant materials for my assignment, Current materials need for my research are not available,
the reference staffs are hostile to users sometimes, Reference staff are not providing the required
assistance to users are below 2.50. This means that they are not the problems encountered by the
undergraduate students while using reference materials.
4.2 DISCUSSION OF RESULTS
The discussion of the findings of this study is organized based on the objectives of the
study and the four research questions under the following headings:
Research Question 1: What is the frequency of use of the reference services available to
registered undergraduate students of the library?
4.2.1 Extent to which undergraduate students make use of reference services offered to
them in these libraries
The study revealed that majority of the registered undergraduate students agree they
make use of the reference service available to them in the University library This agrees with
Tyckosons (2013) view that the success of library depends on its ability to provide information
needed or, desired by members of its community. Also, James (2014) view is that current
resources usually will enable user have access to current information. This agrees with Butters
37
(2013) view that researchers in scientific and technical discipline dedicate considerable time
tracking the latest development in their specialized fields. However, Chigbns (2013) view if that
is libraries in developing countries cannot provide the current resources for their clientele; it will
definitely impinge on their educational standard.
Research Question 2: What are the types of reference service offered to undergraduate students
by university library?
4.2.2 Extent to which undergraduate students make use of reference services rendered to
them in these libraries
The findings of the study revealed that majority of the respondents agree to the reference
services offered to the undergraduate students of Abubakar Tafawa Balewa University library.
This agrees with. Nwokocha (2013) highlights that the reader as the cumbersome of any kind or
type of library service. Also James (2014) view is that current resources usually will enable user
have access to current information. This agrees with Butters (2013) view that researchers in
scientific and technical discipline dedicate considerable time tracking the latest development in
their specialized fields.
Research Question 3: What is the level of satisfaction of reference service by the registered
library undergraduate students?
4.2.3 Extent to which the undergraduate students are satisfied with reference service
offered in the libraries
The results of the findings show that greater number of registered undergraduate students
are highly satisfied with the reference services provided to them by the library. This agrees with
Jones and Sassers (2015) views that assuring customer satisfaction remains a goal in most
38
organization including libraries. This is in line with what Nitecki (2016) Nitecki and Franklins
(2019) views that considerable effort has gone into identifying appropriate rating formats to
measure quality and customer satisfaction
and such services. This again agrees with the views of Henning and Klee (2017); Kasper (2018);
Martensen and Grou hold (2013) that measurement of customer satisfaction has been the focal
point in most service organizations marketing research programs although in academic libraries
the need for gauging customer satisfaction as relevant measure of quality has been recognized
rather recently. Also, Yaksel and Kimingtons (2018) views stressed that user — satisfaction is
essentially successful marketing because satisfied customers are more likely to show loyalty and
spread positive word of mouth recommendation. The study found that there are undergraduate
students that are not satisfied with the reference services offered in these libraries. This agrees
with Ifidons (2017) view which he summed up by stating that if the equipment is functional and
furniture are available but there are not competent and user — friendly staff to operate the
service, either the library will earn poor name or patrons will be reluctant to use the services.
Again Tyckosons (2013) view that the success of library depends on its ability to provide
information needed or, desired by members of its community.
Research Question 4: What are the problems encountered by the undergraduate students while
using reference and information service?
4.2.4 Problems encountered by the undergraduate students while using reference
materials
The results on the problems encountered by the students while using reference materials
revealed that erratic power supply which affect the use of internet facilities constitute one of the
major problems in reference services in the university libraries under study. The is in line with
39
Ezes (2013) view that the use of obsolete equipment, power, outage and lack of expertise staff
constitute problems in reference services. The result of study reveals that money is also one of
the major problems in reference service. This agrees with Butters (2013) view that when budget
are strained extending such services may seem beyond the possible, especially to libraries
serving large, faculty population. Also, Edo ka (2011) is of the view that the effect of this on
library and information services are not far to see according to Edoka new books are hardly
purchased journal subscriptions cannot be renewed, worn out resources cannot replenish, staff
vacancies cannot be filled.
40
CHAPTER FIVE
CONCLUSION AND RECOMMENDATIONS
5.1 CONCLUSION
The study was conducted to assess reference and information services to the
undergraduate students in Abubakar Tafawa Balewa University. The study was carried out to
ascertain how the students acquire skill for library use. It is known that this knowledge if
acquired will enable students to get information needed for assignment and research. This will
also make them to be independent library users and improve the university education in general.
The researcher used six research questions and a descriptive survey to guide the study. Data was
analyzed using mean and frequency distribution table. The finding of the study revealed that
reference services are rendered to the undergraduate students. The study found out that reference
resources are available in the reference sections of the library under study and that students make
use of available resources in these libraries. The study found out that students are satisfied with
41
the reference services offered to them in the library. None the less a number of factors affect
reference service in the university library. These factors include unstable power supply,
inadequate funding and lack of competent staff.
To curb the identified problems in the library, the study suggested the following remedies
as measures of overcoming these problems. Provision of stand by generator, increased funding
and in — service training of staff to enable them cope with newly evolved resources.
5.2 RECOMMENDATIONS
Based on the finding of the study the following recommendations were made to improve
reference and information services in libraries:
1. More current resource should be made available in these libraries like internet facilities:
the library should have a constant electricity supply because ICT facilities need electricity
in other for it to work and operate effectively.
2. Staff with computer literacy should employed in the library: the management should
employ qualified librarians who have qualification in the field of library for effective
service rendering and proper training should be given periodically to meet up with the
trend and dynamic nature of users.
3. Management should encourage library instruction and computer literacy as a course for
all the new students to improve the students on library use.
4. There should be adequate power supply in the library so as the library can function
effectively in other to meet the need of the users.
5. The staff should be friendly to students
42
5.3. LIMITATION OF THE STUDY
The study was limited to the assessment of reference and information service in Abubakar
Tafawabalewa University Library. During the period of this study the researcher was confronted
with some challenges which took him some times before proceeding. One of such limitation was
on the content areas of the study and the researcher worked only with information made available
to him, limited by time and finance. The researcher did not find it very easy convincing the
respondents to fill the questionnaires, in-spites of the limitations, the study was assumed to have
achieved the purpose.
5.4 SUGGESTION FOR FURTHER STUDY
1. It is recommended that similar studies be carried out periodically to keep management
and reference librarians informed on how the library and users are faring.
2. Further study should be conducted to ascertain the extent to which the reference
librarians in Nigerian university libraries improve their services to library users
3. Further study should be conducted to determine the best way to teach reference related
knowledge to users.
4. Further study should be conducted to ascertain the extent to which the students use hybrid
reference services
43
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50
APPENDIX
QUESTIONNAIRE
Department of Library and
Information Science
Faculty of Social Science.
P.M.B 2084
Plateau State.
Dear respondents,
I am a final year student of the above-named institution and department, carrying out a
research work on the assessment of reference and information service. A case study of Abubakar
Tafawa Balewa University. I promise that this information will be used for the purpose of this
research work only.
Thank you.
Yours faithfully,
_________________
Joseph Selnan Langyi
UJ/2016/ED/0204
51
ASSESSMENT OF REFERENCE AND INFORMATION SERVICE. A CASE STUDY OF
ABUBAKAR TAFAWA BALEWA UNIVERSITY
INSTRUCTIONS:
Instruction
The questionnaire is divided into two sections. Please indicate by ticking (√) in box (es) that
represent your option(s).
Section A: Bio-Data
Name of the University Library _________________________________________
You are a:
a) 1st year [ ]
b) 2nd year [ ]
c) 3rd year [ ]
d) 4th year and above [ ]
Your gender is Male [ ] Female [ ]
SECTION B
1. Please indicate how frequent you make use of the following reference services available
in the University Library
Frequency of use of reference services by registered undergraduate library students. Tick

(√) very often (VO), often (O), sometimes (S), and not at all (NA) for the current options
(S).
S/No Use of Information and reference services VO O S NA
a. Assistance in the location or searching for document
b. Assistance in the use of library catalogue
c. Assistance in the use of Reference books
52
d. Answers to requests
e. Online services
f. Literature and CD-ROM search
g. Current Awareness services
h. Users education
i. Readers advisory services
j. Selective dissemination of information
k. Referral services
l. Translation services
m Reprographic services
n. Inter-library loan services
o. Bibliography services
2. Please indicate your level of satisfaction with the reference service made available in the
University library.
Level to which the registered library undergraduate students are satisfied with the
reference service offered in the library. Tick (√) very satisfied (VS), satisfied (S), sometimes
Satisfied (SS) and not satisfied (NS) for the correct option (s).
S/No Extent of satisfaction with reference Information VS S SS NS
and reference service
53
e. Online services
h. Users education
l. Reprographic services
m Inter-library loan services
n. Bibliography services
3. Please what are the types of reference service offered to undergraduate students by
university library. Tick (√) Highly rendered (HR), Rendered (R), Partially rendered (PR)
and not Rendered (NR) for the correct options (s).
S/No. Information and reference services HR R PR NR
e. Online services
h. Users education
54
l. Translation services
m Reprographic services
n. Inter-library loan services
o. Bibliography services
4. What are some of the challenges encountered by the registered library undergraduate
students while using the reference collections in the library. Tick (√) strongly agree (SA),
Agree (A), Disagree (DA) strongly Disagree (SD) for the correct option.
S/No Reference Services and information services SA A DA SD
a. Current materials I need for my research are not
available
b. I find it difficult to find relevant materials for my
assignment
c. I do not know how to find the reference materials I
need using the catalogue
d. Some of the resources are not easily accessible
e. The internet facilities available are not functional
f. There is erratic power supply and it affects the use
of internet facilities
g. Reference staff are not providing the required
assistance to users
55
h. He references staff are hostile to the some of time
56

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CHAPTER ONE

1.1 BACKGROUND OF THE STUDY

1.2 STATEMENT OF THE PROBLEM

1.3 AIM AND OBJECTIVES OF THE STUDY

The specific objectives include to:

1. To determine the frequency of use of reference services by registered undergraduate

2. To ascertain the types of reference service offered to undergraduate students by

4. To determine the challenges encountered by the registered library undergraduate students

1.4 RESEARCH QUESTIONS

1. What is the frequency of use of the reference services available to registered

3. What is the level of satisfaction of reference service by the registered library

1.5 SIGNIFICANCE OF THE STUDY

1.6 SCOPE OF THE STUDY

This literature review is organized under the following sub headings.

2.1 Conceptual Framework

2.1.1 Nature of Reference and Information Services

2.1.2 Reference and Information Services Rendered to Library Users

2.1.3 Assessment of Reference and Information Services to Library Users

2.1.4 User Satisfaction in Reference and Information Service Delivery

2.1.5 Problems Associated with Reference and Information Services

2.1.6 Strategies for Enhancing Reference and Information Services

2.2 Review of Related Empirical Studies

2.3 Summary of Literature Review

2.1 CONCEPTUAL FRAMEWORK

2.1.1 Nature Of Reference And Information Services

Quality resources especially digital resources have brought considerable improvement in

2.1.2 Reference and Information Service Rendered to Library Users

2.1.3 Assessment of Reference and Information Service

Assessment of academic library reference service is necessary so as to determine both quality of

1. Accurate answer model

2. User satisfactory model

I. to check the current state of the service

II. to discover methods for immediate and often

2.1.4 Users Satisfaction In Reference And Information Service Delivery

2.1.5 Problems Associated with Reference and Information Services

2.2 Review of Related Empirical Studies

2.3 SUMMARY OF LITERATURE REVIEW

3.1 DESIGN OF THE STUDY

3.2 POPULATION OF THE STUDY

3.3 SAMPLE AND SAMPLING TECHNIQUES

3.4 INSTRUMENT FOR DATA COLLECTION

Questionnaire titled “Assessment of Library Reference and Information Service of Abubakar

3.5 VALIDATION OF INSTRUMENT

3.6 METHOD OF DATA COLLECTION

3.7 METHOD OF DATA ANALYSIS

presented in a tabular form.

4.1 DATA PRESENTATION AND ANALYSIS

Table 1: Socio-Demographic Characteristics Of Respondents

S/NO VARIABLE FREQUENCY PERCENTAGE (%)

The analysis of Socio-Demographic characteristics of respondents is presented in table 1. The

Table 2: Mean frequency of use of reference services available to registered undergraduate

S/No Items VO O S NA Mean Decision

3. Answer to queries 0 26 56 68 3.22 Agree

5. Assistance in the location or searching 29 14 77 29 3.18 Agree

7. Readers advisory services 26 34 53 0 2.92 Agree

8. Online services 12 23 28 0 2.70 Agree

9. Literature and CP-ROM search 14 43 33 79 2.69 Agree

10. Selective dissemination of information 43 20 29 58 2.69 Agree

11. Current awareness services 40 17 68 25 2.66 Agree