Instead of the convenient in use, the quality service which then satisfied the users is also being measured. This can be identify through the quality of answer that provided by librarians in term of completeness and correctness. Pomerantz and Luo (2006) also reported signiﬁcant differences between users’ satisfaction level and the completeness of the answer, the helpfulness of the librarian, and the speed of the service. They said that users were less satisfied when the answer was less complete, the librarian was less helpful and the service speed was slower. Based on ...
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...act of digital reference on librarians and library users. Online, 22(6), 84-88.
Lankes, R. D. (2000). The birth cries of digital reference: an introduction to this special issue. Reference & User Services Quarterly, 39(4), 352-354.
Sobrepena, Y. T. (2011, March 3). The Research Instruments. Retrieved December 28, 2013, from http://www.scribd.com/doc/51948296/The-Research-Instruments
Zamalia Mahmud (2008). Handbook of research methodology. Shah Alam, Malaysia: University Publication Centre (UPENA).
Marsteller , M., & Neuhaus , P. (2001). The Chat Reference Experience at Carnegie Mellon University. Retrieved November 15, 2013, from http://www.contrib.andrew.cmu.edu/~matthewm/ALA_2001_chat.html
Broughton, Kelly (2001). Considering ‘chat’ as a way to assist remote users? We tested several systems, and found one that worked for us. Computers in Libraries. April 1, 27-31.
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