Identifying service superiority, zone of tolerance and underlying dimensions

Purpose This 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/approach A 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…