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LibQUAL+TM: preliminary results from 2002

Colleen Cook (Colleen Cook is Executive Associate Dean at Texas A&M University Library, College Station, Texas, USA.)
Fred Heath (Fred Heath is Dean of University Libraries and Holder of the Sterling C. Evans Endowed Chair at Texas A&M University, College Station, Texas, USA.)
Bruce Thompson (Bruce Thompson is Professor and Distinguished Research Scholar in Educational Psychology at Texas A&M University, College Station, Texas, and Adjunct Professor of Community Medicine at Baylor College of Medicine, Houston, Texas, USA.)
Duane Webster (Duane Webster is Executive Director of the Association of Research Libraries, Washington, DC, USA.)

Performance Measurement and Metrics

ISSN: 1467-8047

Article publication date: 1 April 2003

1016

Abstract

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.

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Citation

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/10.1108/14678040310471239

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MCB UP Ltd

Copyright © 2003, MCB UP Limited

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