Zones of tolerance in perceptions of library service quality:: A LibQUAL+™ study

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.