Assessing the Quality and Responsiveness of Reference Service in a Science-Oriented School Library
Mark Gil Tenorio, Catherine Dela Torre, Angie Mendoza
Received: 02 June 2026; Revised: 16 July 2026; Accepted: 19 July 2026; Published: 23 July 2026
DOI: https://doi.org/10.66074/W2C6T9L4
Abstract
This study examined the effectiveness of reference services offered at the Science-Oriented School Library in Quezon City. Reference services are central to supporting academic and research activities, providing users with both physical and digital pathways to relevant information. The study employed descriptive research and involved 28 participants, comprising students, faculty members, librarians, and library staff who regularly utilized the science high school library. Results indicate that users are generally satisfied with the quality and promptness of assistance provided, particularly in traditional face-to-face interactions. However, several challenges were identified, including difficulties in resource retrieval and shelving, inadequate technological infrastructure, limited library budgets, staffing and human resource constraints, and insufficient promotion and user awareness of digital services. Recommendations include improving infrastructure, enhancing staff training, adopting artificial intelligence, and promoting both traditional and digital reference services. The findings underscore the importance of continuously assessing and upgrading reference services to meet the evolving needs of 21st-century learners.
Keywords: digital reference service, library services, reference services, science-oriented school library, STEM education, traditional reference service
Author Information: La Consolacion University, Malolos, Bulacan, Philippines; markgiltenorio07@gmail.com
Volume 2, Issue 3, September 2026