Identifying service superiority, zone of tolerance and underlying dimensions

Abstract

PurposeThis paper seeks to investigate the overall service quality of the library system of Independent University, Bangladesh, a top‐ranked private university in Bangladesh. A survey is conducted among the library users specifically faculty, graduate, and undergraduate students.Design/methodology/approachA modified version of the SERVQUAL questionnaire was used for data collection. The gap differences between perceived and desired services were calculated and ranked which could indicate what services meet, exceed or fall short of the users' expectations. The mean values of desired service levels were ranked and compared among three groups of users. A Kruskal‐Wallis test was done to examine the differences in desired level of service quality by different groups. The method zone of tolerance was applied to find out the range between perceived and minimum service levels. Finally, the underlying dimensions of service quality were identified through exploratory factor analysis of level of desired services.FindingsIt has been revealed that perceived services were lagging behind the desired services and attributes of service quality which fall short of user perception though the gaps were not much higher. It has also been observed that there were some significant differences in desired services received by the users. The overall scenario of tolerance zone was inside the tolerable level by all users and only one attribute was problematic.Originality/valueThe concept of library service quality and assessment is new in Bangladesh. The author of this paper first started to study on this area among public and private university libraries. This study will no doubt encourage and foster further research in this area for the effectiveness and the better performance of academic libraries in Bangladesh.