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"Zones of Tolerance" in Perceptions of Library Service Quality: A LibQUAL+ Study
6 references·16 citing·35 second hop
"Zones of Tolerance" in Perceptions of Library Service Quality: A LibQUAL+ Study (2003)"Zones of Tolerance" in Perceptions of Li…Score Norms for Improving Library Service Quality: A LibQUAL+ Study (2002)Score Norms for Improving Lib…Reliability and Structure of LibQUAL+ Scores: Measuring Perceived Library Service Quality (2002)Reliability and Structure of …Users' Perceptions of Library Service Quality: A LibQUAL+ Qualitative Study. (2001)Users' Perceptions of Library…Users’ Hierarchical Perspectives on Library Service Quality: A “LibQUAL+” Study (2001)Users’ Hierarchical Perspecti…Psychometric Properties of Scores from the Web-Based LibQUAL+ Study of Perceptions of Library Service Quality (2001)Psychometric Properties of Sc…Delivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…Using the DEMATEL model to expose core causal items of LibQUAL for improving library service quality: from the perspective of big data (2019)Using the DEMATEL model to ex…Measuring the Importance of Library User Education: A Comparative Study Between Fudan University and the National Taiwan Normal University (2016)Measuring the Importance of L…Use of ServQUAL in the Evaluation of Service Quality of Academic Libraries in Developing Countries (2014)Use of ServQUAL in the Evalua…Improving importance-performance analysis: The role of the zone of tolerance and competitor performance. The case of Taiwan's hot spring hotels (2013)Improving importance-performa…Measuring service quality in public and private sector university libraries of Pakistan (2012)Measuring service quality in …An assessment of information systems service quality using SERVQUAL+ (2011)An assessment of information …Evaluating City Bus Service Based on Zone of Tolerance of Expectation and Normalized Importance (2010)Evaluating City Bus Service B…Diagnosing university students' zone of tolerance from university library services (2010)Diagnosing university student…Faculty Perception of Information Control Using LibQUAL+™ Indicators (2008)Faculty Perception of Informa…Library Users’ Service Desires: A LibQUAL+ Study (2007)Library Users’ Service Desire…Using Localized Survey Items to Augment Standardized Benchmarking Measures: A LibQUAL+ Study (2006)Using Localized Survey Items …Zones of Tolerance: Alternative Scales for Measuring Information Systems Service Quality1 (2005)Zones of Tolerance: Alternati…Scaling Users' Perceptions of Library Service Quality Using Item Response Theory: A LibQUAL+ TM Study (2005)Scaling Users' Perceptions of…Measuring consortium impact on user perceptions: OhioLINK and LibQUAL+™ (2004)Measuring consortium impact o…Two Short Forms of the LibQUAL+ Survey: Assessing Users' Perceptions of Library Service Quality (2003)Two Short Forms of the LibQUA…Structure of Perceptions of Service Quality in Libraries: A LibQUAL+(tm) Study (2003)Structure of Perceptions of S…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Refinement and reassessment of the SERVQUAL scale. (1991)Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria (1994)Score Reliability in Webor Internet-Based Surveys: Unnumbered Graphic Rating Scales versus Likert-Type Scales (2001)Alternative measures of service quality: a review (2008)Bank service quality: comparing Canadian and Tunisian customer perceptions (2011)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)The FAIRSERV Model: Consumer Reactions to Services Based on a Multidimensional Evaluation of Service Fairness (2007)Service Quality in Software-as-a-Service: Developing the SaaS-Qual Measure and Examining Its Role in Usage Continuance (2011)The Impact of E-Banking Service Quality on Customer Satisfaction: Evidence From the Lebanese Banking Sector (2018)Review of Psychometric theory (2nd ed.). (1979)Measurement Invariance: A Foundational Principle for Quantitative Theory Building (2011)Importance-Performance Analysis (1977)The Nature and Determinants of Customer Expectations of Service (1993)Services Marketing: Integrating Customer Focus Across the Firm (1996)Achieving destination competitiveness: an importance–performance analysis of Serbia (2014)Importance-performance analysis (IPA) of sustainable tourism initiatives: The resident perspective (2016)Performance measurement in tourism firms: A content analytical meta-approach (2016)Introduction to Classical and Modern Test Theory (1986)Stability of the Reliability of LibQUAL+™ Scores: A Reliability Generalization Meta-Analysis Study (2002)Customers' Perception towards Service Quality of Life Insurance Corporation of India: A Factor Analytic Approach (2011)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Structural equation modeling with AMOS: basic concepts, applications, and programming (2000)An epistemological critique of gap theory based library assessment: the case of SERVQUAL (2008)Servqual : a multiple-item scale for measuring customer perceptions of service quality (1986)Patterns of Journal Use by Faculty at Three Diverse Universities (2003)Concurrent Validity of LibQUAL+™ Scores: What Do LibQUAL+™ Scores Measure? (2005)Librarians as Teachers: A Qualitative Inquiry into Professional Identity (2008)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)Dimensions of User Perception of Academic Library as Place (2016)Evaluating library service quality of University of Kashmir: a LibQUAL+ survey (2019)Achieving university libraries user loyalty through user satisfaction: the role of service quality (2020)
this work references cited by second hop

References

  • 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
  • 2001Users' Perceptions of Library Service Quality: A LibQUAL+ Qualitative Study.155 cited
  • 2001Users’ Hierarchical Perspectives on Library Service Quality: A “LibQUAL+” Study98 cited
  • 2001Psychometric Properties of Scores from the Web-Based LibQUAL+ Study of Perceptions of Library Service Quality88 cited
  • 2002Reliability and Structure of LibQUAL+ Scores: Measuring Perceived Library Service Quality72 cited
  • 2002Score Norms for Improving Library Service Quality: A LibQUAL+ Study61 cited

Cited by

  • 2005Zones of Tolerance: Alternative Scales for Measuring Information Systems Service Quality1256 cited
  • 2013Improving importance-performance analysis: The role of the zone of tolerance and competitor performance. The case of Taiwan's hot spring hotels126 cited
  • 2007Library Users’ Service Desires: A LibQUAL+ Study46 cited
  • 2003Structure of Perceptions of Service Quality in Libraries: A LibQUAL+(tm) Study44 cited
  • 2014Use of ServQUAL in the Evaluation of Service Quality of Academic Libraries in Developing Countries43 cited
  • 2003Two Short Forms of the LibQUAL+ Survey: Assessing Users' Perceptions of Library Service Quality39 cited
  • 2005Scaling Users' Perceptions of Library Service Quality Using Item Response Theory: A LibQUAL+ TM Study35 cited

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

  • 2012Measuring service quality in public and private sector university libraries of Pakistan34 cited
  • 2006Using Localized Survey Items to Augment Standardized Benchmarking Measures: A LibQUAL+ Study32 cited
  • 2011An assessment of information systems service quality using SERVQUAL+30 cited
  • 2010Diagnosing university students' zone of tolerance from university library services30 cited
  • 2016Measuring the Importance of Library User Education: A Comparative Study Between Fudan University and the National Taiwan Normal University27 cited
  • 2010Evaluating City Bus Service Based on Zone of Tolerance of Expectation and Normalized Importance27 cited
  • 2004Measuring consortium impact on user perceptions: OhioLINK and LibQUAL+™23 cited
  • 2019Using the DEMATEL model to expose core causal items of LibQUAL for improving library service quality: from the perspective of big data22 cited
  • 2008Faculty Perception of Information Control Using LibQUAL+™ Indicators22 cited