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This study examines the impact of librarian expertise and responsiveness on virtual reference service (VRS) quality, focusing on the mediating role of communication channels. Data were gathered via Google Forms survey involving 161 university librarians in Indonesia and analyzed through structural equation modeling using Lisrel 8.8 to assess validity, reliability, and relationships between variables. Results indicate that librarian expertise and responsiveness significantly contribute to the overall quality of VRS. Furthermore, communication channels were found to play a crucial role in enhancing the influence of librarian expertise and responsiveness on service quality. These findings suggest the importance of effective communication strategies in shaping user experiences within VRS platforms. The study offers valuable insights into the dynamics of VRS and underlines the significance of communication channels as mediators between librarian actions and service qualiyt.
Maesaroh et al. (Tue,) studied this question.
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