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"Zones of Tolerance" in Perceptions of Library Service Quality: A LibQUAL+ Study
- portal: Libraries and the Academy
- Johns Hopkins University Press
- Volume 3, Number 1, January 2003
- pp. 113-123
- 10.1353/pla.2003.0003
- Article
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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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