scholarly journals Development and validation of a casino service quality scale: A holistic approach

2022 ◽  
Vol 88 ◽  
pp. 104419
Author(s):  
Gregory T. Bradley ◽  
Wei Wang
Keyword(s):  
Service Quality ◽  
Holistic Approach ◽  
Quality Scale ◽  
Development And Validation

E-service Quality: Development and Validation of the Scale

2020 ◽  
pp. 097215092092045 ◽  
Author(s):  
Baljit Kaur ◽  
Jasveen Kaur ◽  
Shivendra Kumar Pandey ◽  
S. Joshi
Keyword(s):  
Service Quality ◽  
Information Quality ◽  
Relevant Literature ◽  
Perceived Quality ◽  
Security And Privacy ◽  
Quality Development ◽  
System Availability ◽  
Customer Expectations ◽  
Quality Scale ◽  
Development And Validation

The present study develops, refines and validates a scale to measure e-service quality. A total of 545 respondents were approached and employed EFA and CFA. Potential items were drawn from relevant literature. The developed e-service quality scale has six dimensions, namely: information quality and usability, reliability, security and privacy, efficiency, system availability and assurance. The findings reveal that information quality and usability was the most significant factor, followed by reliability in contributing to e-service quality. Practitioners may utilize the scale to measure e-service quality and take steps to bridge the gap between customer expectations and perceived quality.

scholarly journals Consumer perceptions of supermarket service quality: Scale development and validation

2014 ◽  
Vol 8 (4) ◽  
pp. 424-436 ◽  
Author(s):  
PF Venter ◽  
M Dhurup
Keyword(s):  
Service Quality ◽  
South African ◽  
Global Economy ◽  
Reliability And Validity ◽  
Business Environment ◽  
Foreign Companies ◽  
Quality Scale ◽  
Retail Business ◽  
High Internal Consistency ◽  
Development And Validation

The retail industry remains one of the largest sectors in the global economy. In South Africa, retailing is one of the toughest and most competitive industries. The South African retail business environment is becoming increasingly hostile and unforgiving, with intense competition from both domestic and foreign companies (Terblanche, 1998: 1). The findings of this preliminary study do provide basic support for a three-factor structure for supermarket service quality in terms of reliability and validity. The reliability analysis, which followed the factor analysis, reflected coefficient α values ranging from 0.85 to 0.90, indicating high internal consistency among variables within each dimension. In today's saturated retail markets, retailersface increasing hurdles to attract and maintain customers.

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