The LibQUAL+gap measurement model: the bad, the ugly, and the good of gap measurement

Performance Measurement and Metrics

ISSN: 1467-8047

Publication date: 1 December 2000


Various measurement models may be employed to obtain attitude or perception data. Some protocols employ a ‘gap measurement model’ to frame perceptions. One important benefit of using a gap measurement model is that tools such as LibQUAL??inherently incorporate a natural lie or random‐response scale. The present study investigates performance of scores on the scale for the 4407 LibQUAL??Phase One participants. This paper was presented at the Association of Research Libraries (ARL) Measuring Service Quality Symposium on the New Culture of Assessment: Measuring Service Quality, Washington, DC, 20‐21 October, 2000.



Thompson, B., Cook, C. and Heath, F. (2000), "The LibQUAL+gap measurement model: the bad, the ugly, and the good of gap measurement", Performance Measurement and Metrics, Vol. 1 No. 3, pp. 165-178.

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Copyright © 2000, MCB UP Limited

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