KINERJA LAYANAN RUJUKAN PADA UPT PERPUSTAKAAN UNIVERSITAS JEMBER (Studi Kasus di UPT Perpustakaan Universitas Jember)

A study on performance of reference service at the Main Library, University of Jember began from considering library resources such as collection and staff who were competent in exploiting information resources for user needs, The objective of library service was satisbing user needs through information resources available in the library. There were 3 components of reference service which supported each other in giving satisfaction to users, i.e. documents retrieved, precision and time for service. Whereas factors affecting reference service performance were human resources and collaboration. Fifty samples were taken from the period of January - July 2001. Data collection used interviews, questionnaries, and documentation. Samples were taken using simple random method. Data analysis used descriptive qualitative technique. The Study concluded that reference service performance could statisfy user needs of information. Keywords: User Satisfaction, Reference Service, Performanc