The LibQUAL+TM instrument derives from the Gap Theory of Service Quality, and the SERVQUAL instrument. Grounded in the constructs of discrepancy theory, the SERVQUAL protocol itself, is anchored by a singular precept: through a series of 22 questions the SERVQUAL instrument undertakes to measure the delivery of service quality across the five dimensions: reliability, assurance, empathy, responsiveness, tangibles. It has been established as defining the service quality construct.
Cook, C., Heath, F., Thompson, B. and Webster, D. (2003), "LibQUAL+TM: preliminary results from 2002", Performance Measurement and Metrics, Vol. 4 No. 1, pp. 38-47. https://doi.org/10.1108/14678040310471239Download as .RIS
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