Zone of tolerance for banks: a diagnostic model of service quality

2009 ◽  
Vol 29 (11) ◽  
pp. 1547-1564 ◽  
Author(s):  
Halil Nadiri ◽  
Jay Kandampully ◽  
Kashif Hussain
Keyword(s):  
Service Quality ◽  
Diagnostic Model ◽  
Zone Of Tolerance

Information Systems Service Quality, Zone of Tolerance, and User Satisfaction

2012 ◽  
Vol 24 (2) ◽  
pp. 50-73 ◽  
Author(s):  
Narasimhaiah Gorla
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Service Performance ◽  
Perceived Service Quality ◽  
System Service ◽  
Research User ◽  
Zone Of Tolerance ◽  
Service Expectations ◽  
Service Expectation ◽  
The Relationship

Information system service quality has been a very important theme in both IS practice and research. User service expectations affect perceived service quality and user satisfaction. The objectives of this research are to i) to explore the relationship between perceived IS service quality and user satisfaction across the three regions of zone of tolerance (ZOT) and ii) to validate the associations between service expectations (adequate service and desired service) and service performance. The analysis of the data obtained from 193 IS users revealed a positive and significant association between perceived service quality and user satisfaction across the service zones and service dimensions with stronger associations in the acceptable service zone and weaker associations in the inadequate and superior service zones. Thus, the results demonstrate that the relationship between IS service quality and user satisfaction is affected by ZOT. It is found that the desired service expectation measure is more strongly related to service performance compared to the adequate service expectation measure. It is also observed that irrespective of the ZOT, the service dimension that contributes most to service performance is assurance. Tangibles have the widest ZOT and assurance has the narrowest ZOT compared to most other service dimensions. The author discusses the implications of the present study for both research and practice.

scholarly journals Measuring service quality in public and private sector university libraries of Pakistan

2012 ◽  
Vol 13 ◽  
pp. 1-11 ◽  
Author(s):  
Shafiq Ur Rehman
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Private Sector ◽  
Information Control ◽  
University Libraries ◽  
Public And Private ◽  
Individual User ◽  
Small Collection ◽  
Zone Of Tolerance ◽  
Public And Private Sector

The problem addressed in this study investigates the perceived service quality of public and private sector university libraries of Pakistan from its users' perspective. More precisely the study compares the following four aspects between public and private universities: zone of tolerance for overall and individual user groups, dimension wise zone of tolerance for overall and individual user group, gaps between desires and perceptions, and significant differences in the service quality. The data were collected through LIBQUAL print questionnaire from 1473 library users (faculty, graduates and undergraduates) of 22 public and private sector university libraries (main/central) of Pakistan. The psychometric properties of instrument were established through exploratory and confirmatory factor analyses. The comparisons of overall, individual service level, and dimension wise gap scores revealed that private sector university libraries were generally meeting the minimum requirements of their users (except information control dimension) but, on the other hand, public sector libraries were not meeting minimum requirement in information control and affect of service dimensions. The study also found significant difference on service quality between private and public sector university libraries. The researcher found very interesting findings that small collection creates small expectations, and it is easy to meet or satisfy the needs of the users of small collection. The article also discusses findings, implications of results and limitations of the study at the end.

scholarly journals Importance and the Zone of Tolerance of Customer Expectations of Fast Food Services

2009 ◽  
Vol 2 (2) ◽  
pp. 56 ◽  
Author(s):  
Domingos Fernandes Campos ◽  
Kleber Cavalcanti Nóbrega
Keyword(s):  
Empirical Study ◽  
Service Quality ◽  
Fast Food ◽  
Food Services ◽  
Tolerance Zone ◽  
Customer Expectations ◽  
Zone Of Tolerance ◽  
The Relationship

This article analyzes the relationship between the importance of attributes for service quality and the tolerance zone between the desired and the minimum acceptable levels for customer expectations. The empirical study, conducted with 500 students, fast food customers, confirms that, as the importance of attributes increases, the tolerance zone gets closer and higher.

Evaluating library service quality of University of Kashmir: a LibQUAL+ survey

2019 ◽  
Vol 20 (1) ◽  
pp. 60-71 ◽  
Author(s):  
Anil Kumar ◽  
Preeti Mahajan
Keyword(s):  
Service Quality ◽  
Information Control ◽  
University Libraries ◽  
Library Service ◽  
Content Type ◽  
Library Users ◽  
Zone Of Tolerance ◽  
Library As Place ◽  
Model Approach

Purpose The purpose of this paper is to evaluate the library service quality (LSQ) of University of Kashmir from the users’ perspectives based on the LibQUAL+ model approach. Design/methodology/approach The survey used the LibQUAL+ model to evaluate service quality (SQ) of Allama Iqbal Library (AIL), University of Kashmir, Srinagar (India). The data were collected from library users by administering the LibQUAL+ questionnaire in a printed format. Findings It has been revealed that AIL has succeeded in satisfying the minimum expectations of its users but could not meet the customers’ desired expectations that make them delighted. Library as Place (LP) and Information Control (IC) are the most satisfied dimensions of SQ of AIL, whereas Affect of Service (AS) is the least satisfied dimension. LP is the most desired dimension amongst LibQUAL+ dimensions. All LibQUAL+ items were found to be lying inside the zone of tolerance (ZoT). Further, “Library is secure and peaceful place for study, learning and research” (LP-21) was found as most important service item as per users’ desired expectations, while “Library staff shows dependability in handling users’ service problems” (AS-9) is marked as the least desired item. Originality/value Only a few studies have been carried out to evaluate the SQ of Indian university libraries as far as the LibQUAL+ model is concerned. Therefore, the findings of present survey will help to understand how far library has reached in satisfying users’ expectations as well as the areas or dimensions where it needs to improve.

scholarly journals Measurement of Customer Perceptions of Logistics Service Quality

2021 ◽  
Vol 22 (1) ◽  
pp. 43-56
Author(s):  
Babatunde Enitan Ogunnowo ◽  
Salami Suberu Sule
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Third Party ◽  
Service Users ◽  
Performance Factors ◽  
Customer Perceptions ◽  
Satisfaction Index ◽  
Logistics Service ◽  
Logistics Service Providers ◽  
Zone Of Tolerance

Currently, logistics service providers experience a high increase in activity. It makes logistics service providers compete with each other in service quality. To be able to compete, logistics service providers need to measure customer perceptions on logistics service satisfaction. The results of measuring customer perceptions can be used to improve the quality of logistics services. This study attempted to measure customer perceptions of third-party logistics (3PL) service users by considering competitor performance factors. This study integrated the Customer Satisfaction Index (CSI) method and the Competitive Zone of Tolerance based Importance Performance Analysis (CZIPA) method to measure customer perceptions and determine the priority attributes for improvement account competitors' performance factors. Based on the research, the CSI method was proven to measure customer perceptions of 3PL service users. CZIPA can determine the attributes that were prioritized for improvement based on the performance of competitors.

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