Exploring Chinese Students' Perspective on Reference Services at Chinese Academic Libraries: A Case Study Approach

Reference services have been developed in China for nearly a century; however literature shows that very little research has been done on users' perception of reference services in Chinese academic libraries. To fill the research gap, this study aims to examine how Chinese undergraduates perceive, understand and use the reference service. A survey was employed and conducted in a comprehensive Chinese university with about 19,000 undergraduate students. 433 valid questionnaires were received. ANOVA was adopted to examine overall reference service satisfaction variation among respondents in different programs. The study reveals that library resources and reference services have been improved in China during the past twenty years, especially with the great support of Project 211 and Project 985 by the Ministry of Education of China. However, there is still more to do to change libraries from book repositories to modern user-centered information services and to improve historically underdeveloped user services in Chinese libraries. Libraries and librarians in China need to more actively embrace the philosophy that library resources are to be used and librarians are there to serve, to thoroughly promote reference services and render them more visible, and to diligently learn, adopt and apply technology to provide quality reference services. (C) 2015 Elsevier Inc. All rights reserved.