'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 |
| 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) |
|---|---|
| ISSN: | 1531-2542 |
