dessertation (autosaved).docx

8/19/2019 DESSERTATION (Autosaved).docx

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Anil Kumar

MLIP-002

Project Report for

A Study on the Use of Reference

Serice in !e"ree #olle"eLi$raries in Luc%no&

$y

Ayushi 'upta()*(+,*0

Under 'uidance

of

!r. R.!. /ada

Su$mitted to the School of Social Sciences

I'1U

in partial ful3llment of the re4uirements

for the a&ard of the de"ree

MAS56R 7 LI8RAR/ 9 I17RMA5I1

S#I61#6 :MLIS;MAR#


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Maidan 'arhi

A Study on the Use

of ReferenceSerice in !e"ree

#olle"e Li$raries

in Luc%no&

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Acknowledgement

The successful completion of any project is like golden

feather for any chap. It was not possible without the

guidance and support of some persons whom I would like to

extend my gratitude

Firstly, I would like to thank my project Supervisor r. !r.

".!.#adav who was kind enough to guide me through all

the difficulties and provide suggestions in improving my

work.

$ast but not the least my family and Friends who supported

me at each step they were always there for providing me

strength and positive energy and because of them this

thought turned into a successful %roject.

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Table of content

Introduction "eference service meaning and origin

Importance of reference service

"ole of reference service in college libraries

&bjectives $iterature review

ethodology

'nalysis $ist of tables

$ist of Figures

Summary of 'nalysis

Suggestions

$imitation

(onclusion

"eferences

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List of ta$les

• )umber of *uestionnaire responded

• Subject wise !istribution of "espondents

• Fre*uency of +sers in isiting $ibrary

• Fre*uency of +sing "eference Service

• %urpose of +sing "eference Service

• %urpose of +sing (omputer and Internet with "eference

Service

• +se of "eference Services in !egree (ollege $ibraries• Satisfaction $evel of Students with "eference services

• Satisfaction $evel of Faculty and Staff embers with

"eference services

• Satisfaction $evel of -&!S and $ibrarians with "eference

services

LIS5 7 3"ures

• )umber of *uestionnaire responded

•Subject wise !istribution of "espondents

• Fre*uency of +sers in isiting $ibrary

• Fre*uency of +sing "eference Service

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• %urpose of +sing "eference Service

• %urpose of +sing (omputer and Internet with "eference

Service• +se of "eference Services in !egree (ollege $ibraries

• Satisfaction $evel of Students with "eference services

• Satisfaction $evel of Faculty and Staff embers with

"eference services

• Satisfaction $evel of -&!S and $ibrarians with "eference

services

Preface

This study is an overview of use of reference service and user

satisfaction with reference service in degree college libraries in

$ucknow. The aim of my study is to know the importance and use of

reference service among users of college libraries. It was evaluated

from the study that inclination of users was more toward reference

services.

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The result of the study indicates that reference service is necessary

to help the users to meet their information needs and make them

understand the importance of services along with the improvements

re*uired to maintain the *uality of services.

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introduction

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Introduction

"eference services concept has become common among 'merican

librarians since /012. "eference services theories appeared in 34th

(entury. "eference service is one of the librarys primary functions

besides ac*uisition, classification, cataloguing and physical planning.

In the traditional sense, the term reference services or sometimes

referred to as reference and information services can be defined as

personal assistance which is provided by trained personnel to library

users seeking information. The reference environment is being

transformed by rapid developments in information and

communication technologies 5I(Ts6, as collection and information in

general become increasingly accessible electronically. (howdhury

and argariti 534476 noted that the introduction and development of

the Internet and its associated 8eb technologies in the past decade

have significantly influenced both the way libraries provide

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Information services to their users and the way users choose to

access information.

The dissemination of information is the basic objectives of any

information center. 'nd it can be achieved by establishing a contact

with users. This kind of service is usually is called "eference

Service. In other words, the "eference is the personali9ed assistance

rendered by the library staff to the users in finding re*uired

information.

Reference Service: It’s Genesis and Meaning

"eference service, as a distinct function of the library, began in the

late nineteenth century, largely in response to the growing prevalence

of publicly funded libraries 5both public and academic6 seeking to

serve relatively inexperienced and unskilled readers and scholars.

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There was only one problem : they did not know how to use the

library. Thus reference service was developed to solve that problem.

The beginning of reference service is generally

attributed to Samuel Swett ;reen, who in /012 published the first

article on helping patrons use the library. 8hile it is doubtful that

;reen actually invented the idea of reference service for library

users, he was the first to speak publicly about the concept and was

the first to discuss it in writing. In both his speech to the first meeting

of the 'merican $ibrary 'ssociation and his $ibrary


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'ccording to the '$' ;lossary of $ibrary and Information Science,

3 ="eference Service is that phase of library work which is directly

concerned with assistance to readers in securing information and in

using resources of the library in study and researching library

resources.

'ccording to !r. S." "anganathan right contact means, =contact

between the right reader and the right book at the right time and in

the right personal way. "eference Service is a personali9ed service

by the library reference staff to individual user in making maximum

utili9ation of library resources. It is bridge between library resources

and users. Some time users are directed to source of information or

just guided by the reference staff to find out what is where>

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Importance of reference service

"eference service is considered as an important service .it helps the

users to get right kind of document and information at right time thus

saving the time .It assist the researchers to avoid duplication of work

and helps them in the introduction of new ideas. It also plays a vital

role in organi9ation of library, circulation of documents, book

selection, ac*uisition, classification and cataloguing .The importance

of reference service grew over time with the introduction of new

technologies and services in libraries. ?unge5/@@@6 categori9ed

reference service into three broad group

5a6 Information service that involves either finding the re*uired

information on behalf of users or assisting user to find information.

5b6 To provide comprehensive and factual information to the users.

5c6 Instruction in the use of library resources and services.

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There are two types of reference service 5i6 responsive reference

service 5ii6 anticipatory reference service

Changing role of reference service in college libraries

"eference services traditionally have been offered by a person at a

designated desk within the library building, over the telephone, and

through correspondence. The reference librarian handles all types of

*ueries, from directional *uestions to inAdepth research. The role of

the reference librarian is primarily to answer patron *uestions and

secondarily to provide readers advisory services. The services

rendered by the libraries at colleges and universities are very much

helpful to the academicians, students, staff, faculties .The college

libraries are playing crucial role in making students life organi9ed by

providing them past or present knowledge in an organi9ed form

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"eference service is one of the library primary practices besides

ac*uisition, classification, cataloguing and physical planning.

Today, the digital age is evident in many aspects of

library services. The card catalog has been replaced with &%'(s in

many librariesB users now search for information from their desktopB

users download eAbooks onto their %!'sB fullAtext retrieval of

information sources is becoming commonplaceB and services are

increasingly becoming personali9ed. The Internet introduced

interactive technologies, such as eAmail, chat, and instant messaging

to the reference desk. The potential use of these services has been

further enhanced by newer resources, faster transmission speeds, and

the need for a patronAfocused reference service 5%enka,

344C6."eference Service with the emergence of digital age has meet

the users information needs in the changing environment. It allows

librarians to provide information and services in a whole new setting.

&ne area where the Internet has great potential is in the provision of

reference services.

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$jecties

8=6#5I>6S

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• To give a brief review about the need, use and importance of

reference services in degree college libraries

• To find out various types of reference services rendered in !egree

(ollege libraries.

• To find out the satisfaction level of the users with the use of

reference service in college libraries.

• To find out the factors that influence the satisfaction level of users

derived by the use of reference service in arts, science, and

commerce stream of !egree (ollege libraries.

• To find out the hindrances in providing reference services in

college libraries to its users.

• To find out suggestions to remove the obstacles in providing

reference service in order to maintain efficiency in their use at

degree college libraries.• To find out the change in the image of degree college libraries

with the use of reference service.

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Literaturereie&

Literature reie&

Singh, !iljit. D"eference Services in the !igital 'ge/.D 534476.

"eference services have always been a key element in libraries. They

provide personali9ed guidance to library users in accessing

appropriate information resources to meet their needs. 8ith the

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amount and complexity of information increasing, the need to

differentiate useful information from misinformation, and the rising

needs and expectations of users, reference services are even more

important today than before. Fortunately, technology offers

opportunities to provide and enhance these services. This paper

describes some of the emerging digital reference services, including

eAmail and web forms, textAbased chat services, webAcamera based

services, askAaAE.. Services, digital robots, and collaborative

services. The future of digital reference services is also explored

).Sivakumar 3443 the study has been taken out to evaluate the use of

reference services in college libraries of (oimbatore city. The study

also highlights the genesis, meaning, function of reference service

.'long with information technologies traditional reference became

more effective. It was evaluated that "eference service is considered

as heart of library service .' good reference service depicts good

collection. ainly two types of reference service is provided in

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libraries direct and indirect reference service. 'nita (handwani, 'n

overview of !igital "eference ServicesG !igital reference service is

an emerging trend of traditional reference service. Hasily accessible

digital reference service has become one of the hallmarks of the

library and information services. The paper highlights how new

visage of traditional reference service is developing as a natural

solution to keep pace with comprehensive technological

environment. It discusses about the basic concepts, elements of

digital reference service and gives in detail modes, the advantages,

limitations, and some details regarding various digital reference

services carried out by several libraries and commercial organi9ation

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eeping in view the objective of the study,

*uestionnaire method was used to collect the data and through

statistical method analysis was done.

' structure *uestionnaire was designed and

distributed to collect the necessary primary data among the users who

visited the college libraries to use the reference services. The survey

was conducted with degree college libraries. The population for this

study consist of students 5?achelors and asters !egree6, Faculty J

Staff embers, -ead of !epartments and $ibrarians who fre*uently

visited college libraries to use reference service.

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A1AL/SIS

Analysis

To collect the relevant data a total 344

*uestionnaire were prepared and served among students, Faculty

JStaff members, -ead of departments and $ibrarians of degree

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college libraries in $ucknow. It was ensured that students were

represented ade*uately in population

Table-I Nmber of !estionnaire responded

It is clearly depicted in 5Table/ and Figure/6 that out of 344

*uestionnaire /04 was responded by targeted population in which

maximum percentage of responses were received from students

2C.@K5//L6 followed by responses received by Faculty and Staff

members 30.@K5L36 and 1.3K5/C6 from -ead of department J

$ibrarians.

"igre-I Nmber of #estionnaire Responded

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S$No$ Respondent #estionnaire

response

%ercentage

/ Students //L 2C.@

3 Faculty and staff members

L3 30.@

C -ead of !epartment

and $ibrarians

/C 1.3

7 Total /04 /44


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*?

2,?

+?Students

7aculty and Sta@ Mem$ers


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/ -umanities @C L/.1

3 Science LL C4.L

C (ommerce C3 /1.0

7 Total /04 /44

Table 3 and figure 3 shows the subject wise distribution of

respondent The *uestionnaire was distributed randomly but the

responses of humanities was maximum in percentage that is

L/.1K5@C6 as compared to science C4.LK5LL6 and commerce

/1.0K5C36 respectively.

"igre-II Sb&ect )ise (istribtion of Respondent

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2?

)(?

(B?

*manities science Commerce

Sb&ect )ise (istribtion of Respondent

$ibraries are the heart of any educational institution because it

provides information to its usersB the next table will reveal the

fre*uency of users in visiting the library.

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TableA III "re!enc+ of sers in isiting .ibrar+

Table C and Figure C reveal the fre*uency of users in visiting the

library. aximum percentage of users visited the library regularly

23.3 K5 //36B /1.0 K5 C36 of users visited the library occasionally.

Few users /C.@ K 53L6 indicated that they use library according to

their re*uirement and 2./ K5 //6 stated they do not use library.

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S$No "re!enc+ of visiting

.ibrar+

No$ of sers %ercentage

/ "egularly //3 23.3

3 &ccasionally C3 /1.0

C 's per "e*uirement 3L /C.@

7 )ever use $ibrary // 2./

L Total /04 /44


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"igreA III "re!enc+ of sers in isiting .ibrar+

Regulal!" 62#occa$$%onall!" 18#

A$ &e e'u%ement" 14#

Never se librar+/ 01

"

re!enc+ of isitors in .ibrar+

"eference service is one of most important services of any academic

library because it provides right information at right time to the users.

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It acts as a bridge between library resources and users. The next table

will indicate the fre*uency of users in using reference service.

TableA I "re!enc+ of sing Reference Service

S$N

o

"re!enc+ of sing reference

service


/ !aily 24 CC.C

3 &nce or Twice a week 1L 7/.1C &nce every 3 week C4 /2.1

7 &nce a month /L 0.C

L Total /04 /44

Table 7 and Figure 7 show the fre*uency of users in using reference

service in degree college libraries. aximum percentage of

responses were collected from once or twice a week users7/.1 K5 1L6

followed

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by the users who daily uses service CC.C K5 246 Few responses were

gathered which indicated that users uses service once every 3 weeks

/2.1 K5 C46 and 0.C K5 /L6 respondent mentioned that they use

reference service once a month.

"igreA I "re!enc+ of sing Reference Service

2

3

42

43

52

53

62

63

72

73

)).)

(.+

(*.+

B.)

"re!enc+ of sing Reference Service

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"eference service main purpose is to provide a support to its users in

finding information. It enhances the views of the users in their

independent learning and research works and also supports the

course study. 8ith the help of this service users are updated with

general information.

Table- %rpose of sing Reference Service

S$No %rpose of sing reference

service

No$ of

sers

%ercentage

/ To support course study CL /@.7K

3 Independent $earning L4 31.0K

C 'ccess ;eneral Information C3 /1.0K

7 'ccess )ewspaperM aga9ines 3L /C.@K

L 'ccess %eriodicals // 2./K

2 Fresh


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TableL and Figure L reveals the purpose of using reference service

and with the help of this service CL 5/@.7K6 of respondent finds it

useful in enhancing the course study of the students, L4 531.0K6

respondent reali9ed and accepted the importance of independent

learningMresearch.

In addition it also helped C3 5/1.0K6 to access general

information, // 52./K6 respondent to access periodicals, 3L 5/C.@K6

to access newspaperMmaga9ines and general reading respectively. It

was observed in this study that 31 5/LK6 of respondent used

reference service to be updated with fresh arrivals and to have record

for back volumes.

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"igre- %rpose of sing Reference Service

(nde&endent )ean%ng" 34#

Acce$$ *eneal (nfomat%on" 22#

Acce$$ +ew$&a&e, -aga.%ne$" 17#

Acce$$ Pe%od%cal$" 8#

/e$ ounal$ and back olume$ ecod" 19#

%rpose of sing Reference Service

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)ow a days internet based services have changed the outlook of

library and its services. "eference service with the help of internet

has minimi9ed the gap and act as connecting medium between

different information sources and services

The next table will depict the purpose of

using computer and internet facility to provide reference services.

Table-I %rpose of sing Compter and Internet 'ith

Reference Service

S$No$ %rpose of Compter and

Internet


/ Study material J notes L4 31.0K

3 &rgani9ing exhibition and fair CL /@.7K

C 'ssistance in %roject works C4 /2.1K

7 Filling Forms 73 3C.CK

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L 'vailability of document and

missing records

3C /3.0K

Table 2 and figure2 indicates the combination of internet and

computer facility in providing reference service in degree college

libraries. 8ith the help of internet and computer facility *uality

information can be accessed in minimum time period. The responses

gathered by the users indicated that maximum respondent used the

facility for accessing online notesJ study materials L4 531.0K6

followed by 73 53C.CK6 for filling online forms.

It also helped the students in their project reportsC4

5/2.1K6, CL 5/@.7K6 users used the computer J internet facility to

organi9e exhibition and fairs and 3C5/3.0K6 user uses the facility to

know the 'vailability of document and missing records

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"igre-I %rpose of sing Compter and Internet 'ith

Reference Service

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2$221

3$221

42$221

43$221

52$221

53$221

62$2212780#

48$72140$921

56$621

45$21

%rpose of sing Compter and Internet "acilit+

"eference service is the most important and valuable service

provided in any academic libraries so its services should be utili9ed

to its utmost limits and proper awareness should be given to the user

regarding its importance and usage.

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In the fast changing technology era reference services along

with I(T 'pplication have moderni9ed the outlook of library and its

services. The next table will clearly depicts the use of different

reference services provided in degree college libraries to different

categories of users.

Table-II- se of Reference Services in (egree College

.ibraries

S$No$ Services ;es No No

Response

Total

/ "esponsive services /C/ C@ /4 /04

3 'ssistance in location of

document

/73 31 // /04

C 'skAaAreference $ibrarian /C1 C4 /C /04

7 Internet based services /27 /7 3 /04

L "eservation of document /4L L3 3C /04

2 "eaders advisory service /C4 C0 /3 /04

1 -olding $ibrary

Hxhibition for new

arrivals

/34 7C /1 /04

0 )ewspaper clipping

services

//3 7@ /@ /04

@ Inter library $oan 0@ 2C 30 /04

/4 aintenance of %roject @4 2/ 3@ /04

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report,


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Hxhibition for new arrivals /34 522.2K6, )ewspaper clipping

services //3 523.3K6,

Some of the services were found less important among

the user as compared to other services that is Inter library loan 0@

[email protected], "eservation of document /4L 5L0.CK6 and aintenance of

%roject report,


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2

52

72

02

2

422

452

472

402

42

+es no no response

se of Reference Services in (egree College .ibraries

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In the next table satisfaction level of students will be indicated with

the use of different reference services provided in degree college

libraries for gathering information through different sources.

Table-III- Satisfaction .evel of Stdents 'ith

Reference services

S.No Services 8ell

satisfied

%artially

satisfied

average )ot

satisfied

total

/ "esponsive

services

23 L4 C AA //L

3 'ssistance in

location of

document

2L C/ /L 7 //L

C 'skAaAreference

$ibrarian

L3 7C /3 0 //L

7 Internet based

services

24 C@ /3 7 //L

L "eservation of

document

C@ 77 /@ /C //L

2 "eaders advisory

service

72 L0 @ 3 //L

1 -olding $ibrary

Hxhibition for

new arrivals

7C 7@ /1 2 //L

0 )ewspaper

clipping services

L4 7L /3 0 //L

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@ Inter library $oan 30 C1 74 /4 //L

/4 aintenance of

%roject report,


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Students was satisfied by services like aintenance of %roject report,


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"igre-III- Satisfaction .evel of Stdents 'ith

Reference services

0

10

20

30

40

50

60

70

well $at%$ed

&at%al $at%$ed

aeage

not $at%$ed

Satisfaction .evel of Stdents 'ith Reference services

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In the next table satisfaction level of Faculty and Staff members will

be indicated with the use of different reference services. Faculty and

staff members are the foundation of any academic institution in term

of information providers.

Table-I< - Satisfaction .evel of "aclt+ and Staff

Members 'ith Reference services

S.No Services 8ell

satisfied

%artially

satisfied

average )ot

satisfied

total

/ "esponsive

services

33 3L C 3 L3

3 'ssistance in

location of

document

3@ /2 1 AA L3

C 'skAaAreference

$ibrarian

C7 /@ L 7 L3

7 Internet based

services

3C /7 /C 3 L3

L "eservation of

document

3L /3 1 0 L3

2 "eaders advisoryservice

C3 /4 C 7 L3

1 -olding $ibrary 30 /C C 0 L3

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Hxhibition for

new arrivals

0 )ewspaper

clipping services

/@ 31 7 3 L3

@ Inter library $oan C4 /L L 3 L3

/4 aintenance of

%roject report,


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Table indicates that -olding $ibrary Hxhibition for new arrivals

305LC.0K6, and "eservation of document 3L570K6, and Internet

based services 3C577.3K6 motivates the users toward information

need.

'bove all these services some of the services like

)ewspaper clipping services/@ 5C2.LK6, aintenance of %roject

report,


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"igre-I< - Satisfaction .evel of "aclt+ and Staff

Members 'ith Reference services

0

5

10

15

20

25

30

35

#hart 5itle

well satisfied

partially satisfied

average

not satisfied

Satisfaction .evel of "aclt+ and Staff Members 'ith Referenceservices

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In the next table satisfaction level of -&!S and $ibrarian will be

indicated with the use of different reference services in degree

college libraries.

Table-< - Satisfaction .evel of *=(’S and .ibrarian

)ith Reference services

S.No Services 8ell

satisfied

%artially

satisfied

average )ot

satisfied

total

/ "esponsiveservices

1 3 7 AA /C

3 'ssistance in

location of

document

2 7 C AA /C

C 'skAaAreference

$ibrarian

0 C 3 AA /C

7 Internet based

services

L C 7 / /C

L "eservation of

document

C 2 7 AA /C

2 "eaders advisory /4 3 / AA /C

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service

1 -olding $ibrary

Hxhibition for

new arrivals

/3 / AA AA /C

0 )ewspaper

clipping services

3 1 C / /C

@ Inter library $oan @ 3 3 AA /C

/4 aintenance of

%roject report,


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'bove these Internet based services L5C0.7K6, and 'ssistance in

location of document 2572K6, helps the user to obtain information in

wider coverage area.

Some of the services like )ewspaper clipping services

35/L.CK6, aintenance of %roject report,


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"igre-< - Satisfaction .evel of *=(’S and .ibrarian

'ith Reference services

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0

2

4

6

8

10

12

'ell satisfied

partiall+ satisfied

average

not satisfied

Satisfaction .evel of *=(’S and .ibrarian 'ith Reference

services

Smmar+ of >nal+sis

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4$ Summary of analysis indicates the fre*uency of users in

visiting the library. aximum respondent visit library

regularly 23.3K followed by occasionally and as per

re*uirement. ery few stated that they do not use library.

3. It is clearly indicated that 7/.1K respondent uses reference

service once or twice a week, followed by fre*uency of users

who daily uses service CC.C K5 246 . Some users uses service

once every 3 weeks /2.1 K5 C46 and 0.C K5 /L6 respondent

mentioned that they use reference service once a month.

C. Summary reveals that 31.0K of respondent main purpose of

using reference service is to support independent

learningMresearch, /@.7K respondent uses service to support

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course study. It is observed that/1.0Krespondent access

general information 5/C.@K6 to access newspaperMmaga9ines

and general reading respectively, 2./K respondent to access

periodicals

7. Finding reveals that 31.0K users uses computer and internet

facility for Study material J notes 3C.CK uses for Filling

Forms, /@.7K user used the service for &rgani9ing exhibition

and fair, /2.1K respondent uses for 'ssistance in %roject

works and /3.0K uses to know the 'vailability of document

and missing records.

L. 'nalysis indicated that /27 5@/./K6, users uses internet based

reference service to meet their information need, /73 510.0K6

users used the service to assist the location of documents,

/C1512./K6 uses for 'skAaAreference $ibrarian, /C/513.1K6 used

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the service for "esponsive services, /C4513.3K6 used readers

advisory service, /34522.2K6 used for -olding $ibrary Hxhibition

for new arrivals and //3523.3K6, used for )ewspaper clipping

services. Some of the services like "eservation of document

Inter library $oan and aintenance of %roject report,


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services, Inter library $oan and aintenance of %roject report,


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fre*uently used and thus remain unutili9ed so that users will be

aware of such services.

7. Internet facility and I(T 'pplications should be encouraged in

college libraries to upgrade the *uality of reference services

and to increase the dimensions in providing information.

L. 8ell educated and trained library staff should be appointed in

college libraries so as to assist the user in getting the

information but can also refer them the correct medium in

achieving it.

Limitations

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9

#onclusion

Limitations

$imitation is present because the study is based on the selected

degree college libraries of $ucknow to make the study more specific

and accurate it is restricted to the use of different reference services

instead of covering other services provided in these college libraries.

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It also indicates the satisfaction level of different user of college

libraries.

Conclsion

The services rendered by the libraries at colleges and universities are

very much helpful to the academicians, students, staff, faculties .The

college libraries are playing crucial role in making students life

&rgani9ed by providing them past or present knowledge in an

organi9ed form.

The study revealed the use of reference services in degree

college libraries and satisfaction level of users by using the services.

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The objective of the study is achieved to some extend as some of the

factors needs improvement that influence the satisfaction level of

users derived by the use of reference service.

anagement in library, Nualified and well

trained library staff, efficient use of I(T 'pplication with internet all

together lays the foundation for the better *uality of reference

services in degree college libraries.

References

/. umar, krishan."eference service, Lth rev ed., !elhi, ikas

publishing house, [email protected].

3. httpOMMwww.lib.usm.myMe*uipA

usmMdirectoryMconferenceM!ocumentsMI(&$

Page | 63

http://www.lib.usm.my/equip-usm/directory/conference/Documents/ICOL%202005%20Paper%207%20Wan%20Abdul%20Kadir%20&%20Diljit%20Singh.pdfhttp://www.lib.usm.my/equip-usm/directory/conference/Documents/ICOL%202005%20Paper%207%20Wan%20Abdul%20Kadir%20&%20Diljit%20Singh.pdfhttp://www.lib.usm.my/equip-usm/directory/conference/Documents/ICOL%202005%20Paper%207%20Wan%20Abdul%20Kadir%20&%20Diljit%20Singh.pdfhttp://www.lib.usm.my/equip-usm/directory/conference/Documents/ICOL%202005%20Paper%207%20Wan%20Abdul%20Kadir%20&%20Diljit%20Singh.pdf


64/64

K34344LK34%aperK341K348anK34'bdulK34adir

K34JK34!iljitK34Singh.pdf

C. httpOMMri9al.lib.admu.edu.phMrlconflibmgtM%!FMsingh.pdf 7. httpOMMen.wikipedia.orgMwikiMSurveyPmethodology

L. httpOMMen.wikipedia.orgMwikiMNuestionnairePconstruction

2. httpOMMwww.slideshare.netMprjpublicationsM4/AaAstudyAonAtheA

referenceAserviceAinAcollegeAlibrariesA/L272@4L

1 httpOMMwww.isrj.inMuploadarticlesM/44.pdf

0 httpOMMeprints.rclis.orgM/...H)(HPSH"I(HS.pdf
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