Diagnosing university students' zone of tolerance from university library services

Malaysian Journal of Library and Information Science

Volumn 15, Issue 1, 2010, Pages 1-21

  Nadiri, Halil ^a   Mayboudi, Seyed Muhammad Ali ^a  

^a EASTERN MEDITERRANEAN UNIVERSITY   (Turkey)

Author keywords

Academic libraries; Library services; Service quality; Student satisfaction; Zone of tolerance

Indexed keywords

EID: 77955604558     PISSN: 13946234     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Article

References (92)

1. Abdullah, F. 2006. The development of HEdPERF: a new measuring instrument of service quality for the higher education sector, International Journal of Consumer Studies, Vol. 30, no. 6: 569-581.
2. Andaleeb, S. S. and Simmonds, P. L. 1998. Explaining user satisfaction with academic libraries: strategic implications, College & Research Libraries, Vol. 59, no. 2: 156-167.
3. Allen, J. and Davis, D. 1991. Searching for excellence in marketing education: the relationship between service quality and three outcome variables, Journal of Marketing Education, Vol. 13, no. 1: 47-55.
4. Aulakh, P. S. and Kotabe, M. 1993. An assessment of theoretical and methodological developments in international marketing, Journal of International Marketing, Vol. 1, no. 2: 5-28.
5. Avdjieva, M. and Wilson, M. 2002. Exploring the development of quality in higher education, Managing Service Quality, Vol. 12, no. 6: 372-383.
6. Babakus, E. and Boller, G. W. 1992. An empirical assessment of the SERVQUAL scale, Journal of Business Research, Vol. 24, no. 3: 243: 253-268.
7. Babakus, E. and Mangold, W. G. 1992. Adapting the SERVQUAL scale to hospital service: an empirical investigation, Health Service Research, Vol. 26, no. 6: 767-780.
8. Berry, L. L., Parasuraman, A. and Zeithaml, V. A. 1988, The service quality puzzle, Business Horizons, Vol. 31, no. 5: 35-43.
9. Berry, L. L. and Parasuraman, A. 1991. Marketing services: competing through quality, The Free Press, New York, NY.
10. Brigham, S. 1994. 25 Snapshots of a movement: profiles of campuses implementing CQI, American Association for Higher Education, Washington, DC.
11. Bulgan, U. 2002. Kütüphanecilik Sektöründe Hizmet Kalitesinin Ölçümü ve Bir Üniversite Kütüphanesi Uygulamasi{dotless}. Beykent Üniversitesi Sosyal Bilimler Enstitüsü.
12. Carman, J. M. 1990. Consumers' perceptions of service quality: an assessment of the SERVQUAL dimensions, Journal of Retailing, Vol. 66, no. 1: 33-55.
13. Cavana, R. Y., Corbett, L. M. and Lo, Glenda Y. L. 2007. Developing zones of tolerance for managing passenger rail service quality. International Journal of Quality & Reliability Management, Vol. 24, no. 1: 7-31.
14. Cheng, Y.C. 1990. Conception of school effectiveness and models of school evaluation: a dynamic perspective, Education Journal, Vol. 18, no. 1: 47-62.
15. Churchill, G. A. Jr. 1979. A paradigm for developing better measures of marketing constructs, Journal of Marketing Research, Vol. 16, no. 1: 64-73.
16. Conway, T., Mackay, S. and Yorke, D. 1994.Strategic planning in higher education: Who are the customers?, The International Journal of Educational Management. Vol.8, no. 6: 29-36.
17. th IFLA Council and General Conference: Conference Proceedings, Jerusalem.
18. Cook, C., Heath, F., and Thompson, R. L. 2000. A meta-analysis of response rates in Webor Internet-based surveys, Educational and Psychological Measurement, Vol. 60, no. 6: 821-836.
19. Cook, C. and Thompson, B. 2000 Higher-order factor analysis as a score validity evaluation tool: an example with a measure of perceptions of library service quality, Annual Meeting of the Southwest Educational Research Association, Dallas, January.
20. Cook, C. and Thompson, B. 2000. Higher-order factor analytic perspectives on users' perceptions of library service quality, Library and Information Science Research, Vol. 22, no. 4: 393-404.
21. Cook, C. and Heath, F. 2001. Users' perceptions of library service quality: a LibQUAL + qualitative study, Library Trends, Vol. 49, no. 4: 548-584.
22. Cook, C., Heath, F., and Thompson, B. 2001. Users' hierarchical perspectives on library service quality: a LibQUAL + study, College and Research Libraries, Vol. 62 no. 2: 147-153.
23. Cook, C., Heath, F., Thompson, B., and Thompson, R. L. 2001. LibQUAL +: service quality assessment in research libraries, IFLA Journal, Vol. 27, no. 4: 264-268.
24. Cook, C., Heath, F., Thompson, B., and Thompson, R. L. 2001. The search for new measures: the ARL LibQUAL + studya preliminary report, Portal: Libraries and the Academy, Vol. 1, no. 1: 103-112.
25. Cook, C., Heath, F., Thompson, R. L., and Thompson, B. 2001. Score reliability in Webor Internet-based surveys: unnumbered graphic rating scales versus Likert-type scales, Educational and Psychological Measurement, Vol. 61, no. 4: 697-706.
26. Cook, C. and Thompson, B. 2001. Psychometric properties of scores from the Web-based LibQUAL + study of perceptions of library service quality, Library Trends, Vol. 49, no. 4: 585-604.
27. Cook, C. 2002. A mixed-methods approach to the identification and measurement of academic library service quality constructs: LibQUAL +, Dissertation Abstracts International, no. 62.
28. Cook, C. 2002b A mixed-methods approach to the identification and measurement of academic library service quality constructs: LibQUAL +, Dissertation Abstracts International, no. 62.
29. Cook, C. 2002. Library decision-makers speak to their uses of their LibQUAL + data: some LibQUAL + case studies, Performance Measurement and Metrics, Vol. 3, no. 2: 34-112.
30. Cook, C. 2002. The maturation of assessment in academic libraries: the role of LibQUAL +, Performance Measurement and Metrics, Vol. 3, no. 2: 40-42.
31. Cook, C., Heath, F., Kyrillidou, M., and Webster, D. 2002. The forging of consensus: a methodological approach to service quality assessment in research libraries: the LibQUAL + experience, Proceedings of the Fourth Northumbria International Conference on Performance Measurement in Libraries and Information Services, Washington, DC, 93-104.
32. Cook, C., Heath, F., and Thompson, B. 2003. Zones of tolerance in perceptions of library service quality: a LibQUAL + study, Portal: Libraries and the Academy, Vol. 3 no. 1: 113-123.
33. Cook, C., Heath, F., Thompson, B., and Webster, D. 2003, LibQUAL +: preliminary results from 2002, Performance Measurement and Metrics, Vol. 4, no. 1: 38-47.
34. Cronin, J. J. and Taylor, S. A. 1992. Measuring service quality: a re-examination of extension, Journal of Marketing, Vol. 56, no. 3: 55-68.
35. Cronin, J. J. and Taylor, S. A. 1994, SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality, Journal of Marketing, Vol.58 no. 1: 125-131.
36. Damme, D. 2001. Quality issues in the internationalisation of higher education, Higher Education, Vol. 41, no. 4: 415-441
37. Dorweiler, V.P. and Yakhou, M. 1994. Changes in professional degree programs in the USA: an environmental analysis of professional education requirements, Higher Education Research and Development, Vol. 13, no. 2: 231-251.
38. Ekinci, Y., Prokopaki, P., and Cobanoglu, C., 2003. Service quality in Cretan accommodations: marketing strategies for the UK holiday market, International Journal of Hospitality Management, Vol.22 no. 1: 47-66.
39. Elliot, K. M. and Healy, M. A. 2001. Key factors influencing student satisfaction related to recruitment and retention, Journal of Marketing for Higher Education, Vol. 10, no. 4: 1-11.
40. Gale, T. B. 1990. The role of marketing in total quality management. QUIS-2 Quality in Services Conference Proceedings University of St John's.
41. Galloway, L. 1998. Quality perceptions of internal and external customers: a case study in educational administration, The TQM Magazine, Vol. 10, no. 1: 20-27.
42. Guolla, M. 1999. Assessing the teaching quality to student satisfaction relationship: applied customer satisfaction research in the classroom, Journal of Marketing Theory and Practice, Vol. 7, no. 3; 87-97.
43. Gyure, F. J. and Arnold, G. S. 2001. Using 'Relationship Marketing' theory to develop a training model for admissions recruiters, Journal of Marketing for Higher Education, Vol. 10, no. 4: 35-49.
44. th Edition, Upper Saddle River, NJ: Prentice-Hall.
45. Heath, F., Kyrillidou, M. and Askew, A. 2004. Libraries act on their LibQUAL + findings: from data to action, Journal of Library Administration, Vol. 40 no. 3/4: 1-239.
46. Heinrichs, J. H., Sharkey, T. W., and Lim, J. S. 2006. Research investigation of information access methods, The Journal of Academic Librarianship, Vol. 32, no. 2: 183-191.
47. Hernon, P. and Altman, E. 1996. Service quality in academic libraries. Norwood, NJ: Ablex.
48. Hernon, P. and Calvert, P. 1996. Methods for measuring service quality in university libraries in New Zealand, Journal of Academic Librarianship, Vol. 22, no. 5: 387-391.
49. Keegan, W.J. and Davidson, H. 2004. Offensive Marketing: Gaining Competitive Advantage, Elsevier, Amsterdam, 1-36.
50. Kettinger, W. J. and Lee, C. C. 1995. Perceived service quality and user satisfaction with the information services function, Decision Sciences, Vol. 25, no. 5: 737-766.
51. Kotze, T. G. and Plessis, P. J. Du. 2003. Students as 'Co-producers' of education: a proposed model of student socialisation and participation at tertiary institutions, Quality Assurance in Education, Vol. 11, no. 4: 186-201.
52. Kozak, M., Karatepe, O. M., and Avci, T. 2003. Measuring the quality of airline services: evidence from Northern Cyprus, Tourism Analysis, Vol. 8, no. 1: 75-87.
53. Kyrillidou, M., Cook, C., and Thompson, B. 2005. Reliability and validity of 2004 LibQUAL + scores for different language translations, Annual Meeting of the American Library Association ALA, Chicago.
54. Lam, T. and Zhang, Q. 1998. A study of service quality: the case of travel agents in Hong Kong, Tourism and Hotel Industry in Indo-China South East Asia: Development Marketing and Sustainability, Third International Conference Proceedings 4-6 June, Thailand, 35-46.
55. Lo, Y. L., Cavana, R. Y. and Corbett, L. M. 2002. Quality and customer satisfaction in passenger rail services: Developing zones of tolerance for managing quality. IFSAM Conference, Gold Coast, Queensland, Australia.
56. Lovelock, C. and Wirtz, J. 2007. Global service economy: macro trends and their implications, 16th Annual Frontiers in Service Conference, San Francisco, CA, October 4-7, 2007.
57. Mazzarol, T. 1998. Critical success factors for international education marketing, The International Journal of Educational Management, Vol. 12, no. 4: 163-175.
58. Millson-Martula, C. and Menon, V. 1995. Customer expectations: concepts and reality for academic library services, College & Research Libraries, Vol. 56, no. 1: 33-47.
59. Moore, P. G. 1989. Marketing higher education, Higher Education Quarterly, Vol. 43, no. 2: 108-24.
60. Nadiri, H. and Kashif, H. 2005. Diagnosing the zone of tolerance for hotel services, Managing Service Quality, Vol. 15, no. 3: 259-277.
61. Nadiri, H., 2007. Strategic Issue in Higher Education Marketing: How University Students' Perceive Higher Education Services, The Asian Journal on Quality, Vol. 7, no. 2: 125-140.
62. Naude, P. and Ivy, J. 1999. The marketing strategies of universities in the United Kingdom, The International Journal of Educational Management, Vol. 13, no. 3: 126-36.
63. Nicholls, J., Harris, J., Morgan, E., Clarke, K., and Sims, D. 1995. Marketing higher education: the MBA experience, The International Journal of Educational Management, Vol. 9, no. 2: 31-8.
64. Nitecki, D. A. 1996. Changing the concept and measure of service quality in academic libraries, The Journal of Academic Librarianship, Vol. 22 no. 3: 181-190.
65. Norusis, M.J. 1985, Advance Statistics Guide: SPSS X, McGraw-Hill, New York, NY.
66. Nunnally, J. 1978. Psychometric Theory, McGraw-Hill, New York, NY.
67. Oldfield, B. M. and Baron, S. 2000. Student Perceptions of service quality in a UK university business and management faculty, Quality Assurance in Education, Vol. 8, no. 2: 85-95.
68. O'Neill, M. and Palmer, A. 2004. Importance-performance analysis: a useful tool for directing continuous improvement in higher education, Quality Assurance in Education, Vol. 12, no. 1: 39-52.
69. Parasuraman, A. 1986. Customer-orientated organizational culture: A key to successful services marketing. In M. Venkatesan, D. M. Schmalensee, and C. Marshall ed.. Creativity in services marketing: What's new, what works, what's developing, 73-77. Chicago: American Marketing Association.
70. Parasuraman, A., Zeithaml, A. V., and Berry, L. L 1985. A Conceptual Model of Service Quality and its Implications for Future Research, Journal of Marketing, Vol. 49, Fall: 41-50.
71. Parasuraman, A., Zeithaml, V., and Berry, L. L. 1988. SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, Vol. 64, no. 1: 12-40.
72. Parasuraman, A., Berry, L. L., and Zeithaml, V. 1990. An empirical examination of relationships in an extended service quality model, Marketing Service Institute working paper, 90-112.
73. Parasuraman, A., Berry, L. L., and Zeithaml, V. A. 1991. Refinement and reassessment of the SERVQUAL scale, Journal of Retailing, Vol. 67, no. 4: 420-450.
74. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. 1994. Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria, Journal of Retailing, Vol. 70, no. 3: 201-230.
75. Parasuraman, A. 2004. Assessing and improving service performance for maximum impact: insights from a two-decade-long research journey, Performance Measurement and Metrics, Vol. 5, no. 2: 45-52.
76. Patterson, P.G. and Johnson, L.W. 1993. Disconfirmation of expectations and the gap model of service quality: an integrated paradigm, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 6: 90-99.
77. Price, I., Matzdorf, F., Smith, L., and Agahi, H. 2003. The impact of facilities on student choice of university, Facilities, Vol. 21, no. 10: 212-222.
78. Rudie, M. J. and Wansley, B. H. 1984. The Mer rill Lynch Quality Program, Services Marketing in a Changing Environment New York, AMA.
79. Shank, M., Walker, M., and Hayes, T.J. 1995. Understanding professional service expectations: do we know what our students expect in a quality education? Journal of Professional Services Marketing, Vol. 13, no. 1: 22-30.
80. Shemwell, D.J., U. and Bilgin, Z. 1998. Customer-service provider relationships: an empirical test of a model of service quality, satisfaction and relationship oriented outcome, International Journal of Service Industry Management, Vol. 9, no. 2: 155-168.
81. Smith, L. R. and Cavusgil, T. S.1984. Marketing planning for colleges and universities, Long Range Planning, Vol. 17, no. 6: 105-116.
82. Snyder, C. A. 2002. Measuring library service quality with a focus on the LibQUAL + project: an interview with Fred Heath, Library Administration and Management, no. 16: 4-7.
83. Solomon, B.M., 1985. In the Company of Educated Women: A History of Women and Higher Education in America, New Haven: Yale Univ. Press.
84. Spreng, R.A., Harrell, G.D., and MacKoy, R.D. 1995. Service recovery: impact on satisfaction and intentions, Journal of Services Marketing, Vol. 9, no. 1: 15-23.
85. Soutar, G. and McNeil, M. 1996. Measuring service quality in a tertiary institution, Journal of Educational Administration, Vol. 34, no. 1: 72-82.
86. Spreng, R.A., and Mackoy, R.D. 1996. An empirical estimation of a model of perceived service quality and satisfaction, Journal of Retailing, Vol. 72, no. 2: 201-214.
87. Teas, K. R. 1993a. Expectations, performance evaluation and consumers' perceptions of quality, Journal of Marketing, Vol. 57, no. 4: 18-24.
88. Teas, K. R. 1993b. Consumer expectations and the measurement of perceived service quality, Journal of Professional Services Marketing, Vol. 8, no. 2: 33-53.
89. Thompson, B., Kyrillidou, M. and Cook, C. 2007. Library user's service expectations: A LibQUAL + study of the range of what users will tolerate. Paper presented at the 7 Northumbria Conference on Performance Measurement in Libraries and Information Services, Stellenbosch, South Africa, August 13, 2007.
90. White, M. D. and Abels, E. G. 1995. Measuring service quality in special libraries: lessons learned from marketing,. Special Libraries, Vol. 86, no. 4: 36.45.
91. Zeithaml, V. A., Parasuraman, A., and Berry, L. L. 1990. Delivering Service Quality, Free Press, New York, NY.
92. Zeithaml, V. A., Berry, L. L. and Parasuraman, A. 1993. The nature and determinants of customer expectation of service, Journal of the Academy of Marketing Science, Vol. 21, no. 1: 1-12.