Ask KALOI: Responsiveness and Satisfaction of LRDS

Virtual Reference Librarian

In Partial Fulfillment of the Requirements

For the degree of Bachelor of Library and Information Science

A Research
Presented to the faculty of the College of Computer
Studies Camarines Sur Polytechnic Colleges

By:
Kimberly kate S. Berces
April Grace H. Delgaco
Mia Danica P. Rosales

May 2023
 STATEMENT OF THE PROBLEM

This study aimed to determine the responsiveness of virtual reference librarians-ASK KALOI and
users’ satisfaction towards reference services in the academic library of CSPC for the Calendar
year 2022-2023. Specifically, it sought to answer the subsequent questions:

1. What is the student’s profile in terms of:

1.1) Age

1.2) Gender

1.3) Year level

1.4) Program

2. What is the level of responsiveness of LRDS Virtual Reference Librarian-Ask KALOI in

terms of:

2.1) Availability

2.2) Responsiveness

2.3) Reliability

3. What is the level of satisfaction of LRDS Virtual Reference Librarian-Ask KALOI in terms
of:

3.1) Completeness

3.2) Usefulness

3.3) Effectiveness

4. Is there a significant relationship between the level of responsiveness and the level of
satisfaction of CSPC students in LRDS Virtual Reference Librarian-Ask KALOI?

5. What recommendations can be proposed in utilizing the reference service to enhance the
importance of using Virtual Reference Librarian-Ask KALOI?
 SURVEY QUESTIONNAIRE

Good Day!

We are students of Camarines Sur Polytechnic Colleges taking up Bachelor of

Library and Information Science. The purpose of this survey is to gather data for our
research entitled, “Ask KALOI: Responsiveness and Satisfaction of LRDS Virtual
Reference Librarian”.

The researchers are requesting for some of your valuable time by answering the
questions in this questionnaire. We assure you that all information will be kept
confidential and will only be used for educational and academic purposes.

PART I. Personal Data

Instructions: Please provide the necessary information below.
Name (optional):
Age:
Year level:
Program:

PART II.
Direction: Kindly put a check (✓) which among the following are your basis in the
the level of responsiveness of the LRDS virtual reference librarian-ASK KALOI.

4- Highly responsive
3- Moderately responsive
2- Slightly responsive
1- Unresponsive/ Unsatisfied
 Level of Responsiveness of LRDS Virtual Reference Librarian-Ask KALOI

AVAILABILITY 4 3 2 1

1 A virtual reference librarian-Ask KALOI does not have time limit to

be accessed or use
2 A virtual reference librarian-Ask KALOI is active at night or after
office hours
3 A virtual reference librarian-Ask KALOI can be accessed even during
holidays
4 A virtual reference librarian-Ask KALOI can be accessed during
weekend
5 A virtual reference librarian-Ask KALOI can be accessed 24/7
6 A virtual reference librarian-Ask KALOI is accessible through email,
facebook or messenger
7 A virtual reference librarian-Ask KALOI is accessible through phone,
loptop, and computer

RESPONSIVENESS

1 A virtual reference librarian-Ask KALOI are easy to talk to

2 A virtual reference librarian-Ask KALOI respond as quickly as the
questions delivered to the service
3 A virtual reference librarian-Ask KALOI only took a minute to reply
in regards to my inquiries
4 A virtual reference librarian-Ask KALOI took a hour to finish the
overall inquiries
5 A virtual reference librarian-Ask KALOI replies within the day it
accessed
6 A virtual reference librarian-Ask KALOI respond a week are still
relevant for me
7 A virtual reference librarian-Ask KALOI informed the users about
when the inquiries will be answered and receive by the user

RELIABILITY

1 A virtual reference librarian-Ask KALOI shows an interest on

answering the questions
2 A virtual reference librarian-Ask KALOI performed right at the time
it pledge to do its job
3 A virtual reference librarian-Ask KALOI gives me correct
information
 4 A virtual reference librarian-Ask KALOI provides concrete
information for genarating new and innovative ideas to the user
5 A virtual reference librarian-Ask KALOI guides library users to use
and seek factual information online
6 A virtual reference librarian-Ask KALOI provide sources for
supporting the insufficient information
7 A virtual reference librarian-Ask KALOI gives consistent results
regarding to the common inquiries of the users

PART III.
Direction: Kindly put a check (✓) which among the following are your basis in the
level of satisfaction of the LRDS virtual reference librarian-ASK KALOI.

4- Highly satisfied
3- Moderately satisfied
2- Slightly satisfied
1- Unresponsive/ Unsatisfied

Level of Satisfaction of LRDS Virtual Reference Librarian-Ask KALOI

COMPLETENES 4 3 2 1

1 A virtual reference librarian-Ask KALOI states accurate knowledge of

the subject matter.
2 A virtual reference librarian-Ask KALOI answered my questions
organizely
3 A virtual reference librarian-Ask KALOI provides guidance to avoid
misleading of the information
4 A virtual reference librarian-Ask KALOI provide latest information
relating to the inquiries of the students
5 A virtual reference librarian-Ask KALOI selects and evaluate sources
and materials based on authors.
6 A virtual reference librarian-Ask KALOI provides additional
information from different sources to learn more about the topic
7 A virtual reference librarian-Ask KALOI efficient explanation which
is useful for the students in their research study
 USEFULNESS

1 A virtual reference librarian-Ask KALOI provides comprehensive

understandings about the particular topic
2 A virtual reference librarian-Ask KALOI gives information that can
be as useful for your future research study
3 A virtual reference librarian-Ask KALOI helps the student to become
more productive in class
4 A virtual reference librarian-Ask KALOI makes the student
accomplish the activities, assignment, projects,and other academic
requirements easily
5 A virtual reference librarian-Ask KALOI can influence user’s choice
of interest in any alternatives such as reading literacy, decision-
making, motivation, values, etc.
6 A virtual reference librarian-Ask KALOI helps its users discover
various library information resources such as, newspapers, magazines,
Audio-Visual resources, serials publication, cartographic (ex. maps),
and other special collection.
7 A virtual reference librarian-Ask KALOI help user improve research
skills or information seeking behavior

EFFECTIVENESS

1 A virtual reference librarian-Ask KALOI is a time-saver

2 A virtual reference librarian-Ask KALOI provide better

communication
3 A virtual reference librarian-Ask KALOI respond efficiently to
specific user concerns s
4 A virtual reference librarian-Ask KALOI helps the user contirbute to
attain its desired result
5 A virtual reference librarian-Ask KALOI have good impact in helping
the students gather, evaluate and use of information
6 A virtual reference librarian-Ask KALOI provide sufficient approach
in a way of providing information to the user in acquiring its potential
uses
7 A virtual reference librarian-Ask KALOI attract students interest in
learning and information seeking
PART IV.
RECOMMENDATIONS/SUGGESTIONS*
Directions: Kindly answer the space provided by writing suggestions and recommendations to
minimize the difficulties encountered.
Any suggestion/ recommendation that can be made to enhance the use of the service by
the students on their information-seeking behavior through the help of Virtual Reference
Librarian-ASK KALOI in Camarines Sur Polytechnic Colleges.