Perceived Quality of Reference Service with WhatsApp

Academic libraries are experiencing significant changes and making efforts to deliver their service in the digital environment. Libraries transforming from being places for reading extensions of classroom learning spaces. Due globalized environment intense competition, trying improve quality through various evaluations. As reference is crucial users, this study explores user satisfaction towards WhatsApp, a social media instant messenger, at major university Hong Kong discusses correlation between rating three variables. Suggestions recommendations raised future improvements. The also sheds light on usage services messaging other academic libraries.