Studenters användande och upplevelse av informationsdiskens tjänster. En användarundersökning vid ett universitetsbibliotek
The aim of this master thesis is to study the students usage and experiences of the reference services at the university library at Linköping University. The four questions that I seek answers to are: - What kind of help do the students most often ask for at the reference desk? - To what extent do the students use the reference services for their studies? - What are the students experiences of the help they receive at the reference desk? - What are the students experiences of the treatment they receive from the librarians at the reference desk? I have studied literature that describes reference work and evaluation of reference work. I have also studied Christian Grönroos theory of service quality. I have distributed questionnaires to students at Linköping University. 198 students from the three faculties, Filosofiska fakulteten, Tekniska Högskolan and Hälsouniversitetet have participated in this study. The study shows that the students at Hälsouniversitetet use the reference desk more often than the students at the other faculties. It also shows that what the students ask for the most is help to search information about a subject. Many of the students also ask for help to find the way in the library. The students at Hälsouniversitetet ask for help to learn how to search the different databases that are available in the library. More than 80% of the students say that they are always satisfied or often satisfied with the help and the treatment they receive at the reference desk.