1 QUALITY MANAGEMENT OF REFERENCE SERVICES IN MALAYSIAN PUBLIC UNIVERSITY LIBRARIES Suzinor K. and Kiran K. Dept. of Information Science, Faculty of Computer Science & Information Technology University of Malaya, Malaysia kiran@um.edu.my Abstract This study explores the quality measurement of reference services in Malaysian public university libraries. Specifically it identifies the quality criteria used for reference service and how this criteria contributes to the mission of the library. An open ended questionnaire was used to gather qualitative data from ten public university libraries pertaining to quality issues in reference services. Most libraries use statistical data such as number of queries received and answered and duration in which a query is handled as quality indicators of the service. The libraries report an increase in the quality performance by libraries since the adoption of the a quality management system based on the ISO 9001:2000 standard. Introduction Reference service is an integral part of an academic library. In a university, the academic library is not only considered a warehouse of information resources but competent and knowledgeable librarians are responsible to assist in the teaching, learning and research activities of its community members. It is crucial, therefore, that the academic library is dedicated to provide effective and high quality services to their users. Kuruppu (2007) advocates that as the reference service is the venue in which the public most often interacts with the library regarding information needs, it should be one of the most effective library services. The evaluation of reference service however, has been an ongoing debate among library professionals and researchers. In applying the defining characteristics of service by Schneider & White (2004) as intangible, inseparable and heterogeneous, the measure of quality of the reference service is difficult to be based on a