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Volume 4, Issue 1
1 April 2003
Performance Measurement and Metrics Cover Image for Volume 4, Issue 1
Research Article| April 01 2003

LibQUAL+TM: preliminary results from 2002

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Colleen Cook
Colleen Cook is Executive Associate Dean at Texas A&M University Library, College Station, Texas, USA.
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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.
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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.
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Duane Webster
Duane Webster is Executive Director of the Association of Research Libraries, Washington, DC, USA.
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Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 1758-6925
Print ISSN: 1467-8047
© MCB UP Limited
2003
Performance Measurement and Metrics (2003) 4 (1): 38–47.
https://doi.org/10.1108/14678040310471239

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.

Keywords: Performance measurement, Service quality, University libraries
© MCB UP Limited
2003
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