"Zones of Tolerance" in Perceptions of Library Service Quality: A LibQUAL+ Study

Colleen Cook · Fred M. Heath

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Library Science and Information Literacy Library Science and Information Web and Library Services

Abstract

One of the two major ways of interpreting LibQUAL+TM data involves placing perceived service quality ratings within the "zones of tolerance" defined as the distances between minimally-acceptable and desired service quality levels. The present study compared the zones of tolerance on the 25 LibQUAL+TM items across undergraduate, graduate student and faculty groups, and across institution types (i.e., community college, health science setting, four-year non-ARL university, and four-year ARL university). These data were generated during the 2002, third-phase of the LibQUAL+TM study. Data were provided by 63,285 students and faculty.

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1990Delivering quality service: balancing customer perceptions and expectations 2001Users' Perceptions of Library Service Quality: A LibQUAL+ Qualitative Study.2001Users’ Hierarchical Perspectives on Library Service Quality: A “LibQUAL+” Study 2001Psychometric Properties of Scores from the Web-Based LibQUAL+ Study of Perceptions of Library Service Quality 2002Reliability and Structure of LibQUAL+ Scores: Measuring Perceived Library Service Quality 2002Score Norms for Improving Library Service Quality: A LibQUAL+ Study

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2005Zones of Tolerance: Alternative Scales for Measuring Information Systems Service Quality1 2013Improving importance-performance analysis: The role of the zone of tolerance and competitor performance. The case of Taiwan's hot spring hotels 2007Library Users’ Service Desires: A LibQUAL+ Study 2003Structure of Perceptions of Service Quality in Libraries: A LibQUAL+(tm) Study 2014Use of ServQUAL in the Evaluation of Service Quality of Academic Libraries in Developing Countries 2003Two Short Forms of the LibQUAL+ Survey: Assessing Users' Perceptions of Library Service Quality

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