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'Zones of Tolerance' in Perceptions of Library Service Quality: A LibQUAL+[TM] Study.

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Title: 'Zones of Tolerance' in Perceptions of Library Service Quality: A LibQUAL+[TM] Study.
Language: English
Authors: Cook, Colleen, Heath, Fred M., Thompson, Bruce
Source: portal: Libraries and the Academy. Jan 2003 3(1):113-123.
Peer Reviewed: Y
Page Count: 11
Publication Date: 2003
Document Type: Journal Articles
Reports - Research
Descriptors: Academic Libraries, Comparative Analysis, Higher Education, Library Research, Library Services, Library Surveys, Reference Services, User Satisfaction (Information)
ISSN: 1531-2542
Abstract: One of the two major ways of interpreting LibQUAL+[TM] data involves placing perceived service quality ratings within "zones of tolerance" defined as the distances between minimally-acceptable and desired service quality levels. This study compared zones of tolerance on the 25 LibQUAL+[TM] items across undergraduate, graduate student and faculty groups, and across institution types. Data were provided by 63,285 students and faculty. (Author/AEF)
Entry Date: 2003
Accession Number: EJ668406
Database: ERIC
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  Data: One of the two major ways of interpreting LibQUAL+[TM] data involves placing perceived service quality ratings within "zones of tolerance" defined as the distances between minimally-acceptable and desired service quality levels. This study compared zones of tolerance on the 25 LibQUAL+[TM] items across undergraduate, graduate student and faculty groups, and across institution types. Data were provided by 63,285 students and faculty. (Author/AEF)
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      – Text: English
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      Pagination:
        PageCount: 11
        StartPage: 113
    Subjects:
      – SubjectFull: Academic Libraries
        Type: general
      – SubjectFull: Comparative Analysis
        Type: general
      – SubjectFull: Higher Education
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      – SubjectFull: Library Research
        Type: general
      – SubjectFull: Library Services
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      – SubjectFull: Library Surveys
        Type: general
      – SubjectFull: Reference Services
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      – SubjectFull: User Satisfaction (Information)
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