Impact of ChatGPT on reference services of university libraries: an empirical investigation from university librarians of Punjab, Pakistan

Purpose The study aimed to identify the impact of Chat Generative Pre-Trained Transformer (ChatGPT) on reference services in university libraries. The study also aimed to reveal the challenges associated with its adoption in university libraries. Design/methodology/approach Quantitative research design was used to address the study's objectives. Data were collected from 127 professional librarians of 79 university libraries in Punjab province, Pakistan by conducting survey of the population. Descriptive and inferential statistical tests were used through SPSS Software. Findings Findings of the study revealed that ChatGPT has a significant positive impact on library services. It provides efficient, effective and innovative reference services to end users for addressing their diverse information needs. The study also found that ChatGPT adoption in university libraries was hindered by various limitations including inaccurate query responses, ethical considerations, data piracy, security implications, bias, dependency on third-party services, privacy and security concerns and loss of academic integrity. Originality/value On the basis of empirical evidence, the study has provided practical recommendations for the adoption of ChatGPT in university libraries for smart reference services.