Respondents’ minimum, desired, and perceived levels of service quality are plotted on each axis of the LibQUAL radar charts. The resulting gaps between the three levels are shaded in blue, yellow, green, and red.
Areas shaded blue and yellow indicates that users’ perceptions of service fall within the “zone of tolerance”. In other words, their perceived level of service quality fall between their minimum and desired level of service.
When users’ perceptions fall outside the “zone of tolerance,” the graph will include areas of red and green shading.
- If the distance between users’ minimum expectations and perceptions of service delivery is represented in red, that indicates a negative service adequacy gap score.
- If the distance between the desired level of service and perceptions of service delivery is represented in green, that indicates a positive service superiority gap score.
