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.

scholarly journals The purification, analysis and validation of a service quality scale

2005 ◽  
Vol 5 (1) ◽  
Author(s):  
P. F. Venter ◽  
M. Dhurup
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Factor Structure ◽  
Global Economy ◽  
Reliability And Validity ◽  
Principal Component ◽  
Retail Markets ◽  
Quality Scale ◽  
High Internal Consistency ◽  
Preliminary Study

The retail industry remains one of the largest sectors in the global economy. In South Africa, retailing is one of the toughest and the most competitive industries. In this study factor analysis were used during the pilot stage to examine the robustness of the factor structure of the quality variables. The variables were analysed using principal component analysis, initially u rotated and then through Varimax normalisation. 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 a values ranging from 0.85 to 0.90 indicating high internal consistency amongst variables within each dimension. In today's saturated retail markets, retailers' face increasing hurdles to attract and maintain customers.

Modified Importance-Performance Analysis of E-service Quality

2017 ◽  
Vol 15 (1) ◽  
pp. 84-95
Author(s):  
Chu Luo ◽  
Lei Shen ◽  
Han Gao
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Partial Correlation ◽  
Regression Coefficient ◽  
Management Strategies ◽  
Reliability And Validity ◽  
Quality Scale ◽  
Consumer Surveys ◽  
And Performance ◽  
Comprehensive Framework

This study develops a comprehensive framework of e-service quality, and measures the e-service quality based on modified importance-performance analysis. Based on 300 consumer surveys of four popular retail websites, this study develops an e-service quality scale derived from previous studies, and compares the importance and performance of e-service quality by “regression coefficient approach” and “partial correlation approach”. Modified importance-performance analysis covers the verification of reliability and validity with critical statistical analysis, and offers different e-service quality management strategies for each attribute depending on the quadrant that it is positioned in both “regression coefficient approach” and “partial correlation approach”. 5 attributes are in the “concentrate here” quadrant. 1 attribute is in the “keep up the good work” quadrant. 2 attributes are in the “low priority” quadrant. 7 attributes are in the “possible overkill” quadrant. The results help practitioners to identify what problems exist, and formulate strategies to meet the consumers' needs.

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.

Measuring hospital process service quality: emerging technologies’ challenge

2020 ◽  
Vol 12 (3) ◽  
pp. 319-336
Author(s):  
Min Zhang ◽  
Lu Wang ◽  
Ran Wang ◽  
Jingjing Xiong
Keyword(s):  
Service Quality ◽  
Reliability And Validity ◽  
Quality Measurement ◽  
Mobile Internet ◽  
Human Interaction ◽  
Internet Technology ◽  
Three Dimensions ◽  
Measurement Scale ◽  
Content Type ◽  
Quality Scale

Purpose In the mobile internet era, the path and mechanism of hospital patient-perceived quality have been changed radically. The purpose of this study is to develop a scale that adequately captures the characteristics of hospital service quality from the patient’s perspective under the background of the mobile internet. Design/methodology/approach Based on previous related research and interviews with focus groups, this paper conceptualized, constructed, refined and tested a multiple-item scale that examined key dimensions of hospital process service quality in the mobile context. To validate this scale, data were collected through two formal surveys in Chinese hospitals and were used to test the reliability and validity of the instrument. Findings The final measurement scale contains three dimensions, that is, environment conditions, attitude and behavior and technical convenience. With the help of this quality scale, hospital managers could have a better understanding of patients’ expectations under the new condition and pinpoint appropriate initiatives to fill the service gap. Originality/value This study focuses on service quality measurement issues related to the application of mobile internet technology in traditional clinical settings, such as hospitals. This paper develops an original and specific service quality scale that catches the online and offline characteristics of the hospital process in the mobile setting and considers both human-technology interaction and human-human interaction.

Development and Validation of a Clinical Scale for the Evaluation of Forearm Skin Photoaging

2015 ◽  
Vol 19 (4) ◽  
pp. 380-387 ◽  
Author(s):  
C.O.Z. Guimarães ◽  
E. Bagatin ◽  
L.R.S. Guadanhim ◽  
F. Sternberg ◽  
F.R. Picosse ◽  
...  
Keyword(s):  
Internal Consistency ◽  
Reliability And Validity ◽  
Internal Consistency Reliability ◽  
Skin Aging ◽  
Faculty Members ◽  
Clinical Scale ◽  
Forearm Skin ◽  
Skin Photoaging ◽  
High Internal Consistency ◽  
Development And Validation

Background: Despite the focus on facial photoaging ratings, there are few classifications developed for forearm skin aging assessment. Objective: To develop and validate a clinical scale for the evaluation of forearm skin aging. Methods: Three clinical dermatology faculty members selected, discussed, and appraised the main signs of forearm photoaging. The validation of the resulting scale was performed by 5 assessors who were previously trained to classify 102 photographs of forearms with different degrees of aging. Retests were performed in 15 days. Results: There was significant correlation between the selected variables and the subjective global aging scale. The developed scale showed high internal consistency (Cronbach’s α = 0.87) and high correlation with the global photoaging scale (rho = 0.92). Inter- and intraobserver final scores showed high agreement. Conclusion: A validated clinical photoaging scale for forearms with internal consistency, reliability, and validity was developed.

scholarly journals Health service quality scale: Brazilian Portuguese translation, reliability and validity

2013 ◽  
Vol 13 (1) ◽  
Author(s):  
Luiz Roberto Martins Rocha ◽  
Daniela Francescato Veiga ◽  
Paulo Rocha e Oliveira ◽  
Elaine Horibe Song ◽  
Lydia Masako Ferreira
Keyword(s):  
Health Service ◽  
Service Quality ◽  
Reliability And Validity ◽  
Brazilian Portuguese ◽  
Quality Scale ◽  
Health Service Quality

scholarly journals The SERVQUAL instrument: Reliability and validity in South Africa

1997 ◽  
Vol 28 (3) ◽  
pp. 113-122 ◽  
Author(s):  
Deon Nel ◽  
Leyland F. Pitt ◽  
Pierre R. Berthon
Keyword(s):  
South Africa ◽  
Service Quality ◽  
South African ◽  
Business Performance ◽  
Discriminant Validity ◽  
Reliability And Validity ◽  
Practitioner Research ◽  
Research Attention ◽  
African Context ◽  
Instrument Reliability

The drive to measure service quality has become a major focus in many organizations, as the links between service quality and business performance have become more clear. Similarly, the development of SERVQUAL, an instrument for the measurement of service quality, has spurred much research in this area. Most of the research concerning SERVQUAL has focussed on the psychometric properties of rehability and validity. SERVQUAL has received considerable academic and practitioner research attention in South Africa; however, while isolated studies have commented on its robustness none have considered SERVQUAL across a range of industries and settings using different approaches. The study reported here attempts to redress this. It reports the results of SERVQUAL studies across a range of organizations and examines issues of reliability and validity. A major conclusion is that SERVQUAL in a South African context generally possesses strong statistical properties but needs further refinement particularly to overcome problems of discriminant validity. Opportunities for further research are identified.

Development of the “special-vocational-education-service-quality scale”

2020 ◽  
Vol 28 (2) ◽  
pp. 89-103
Author(s):  
Ioanna Georgiadou ◽  
Anastasia Vlachou ◽  
Panayiota Stavroussi
Keyword(s):  
Service Quality ◽  
Vocational Education ◽  
Students With Disabilities ◽  
Participatory Research ◽  
Social Impact ◽  
Reliability And Validity ◽  
Small Scale ◽  
Content Type ◽  
Quality Scale ◽  
Two Phases

Purpose The purpose of this paper is to describe the development of a scale for the evaluation of the perceived quality of services provided to students with disabilities by Special Vocational Education (SVE) institutions in Greece. Design/methodology/approach SVE service quality was approached on the basis of the performance-only model. The participatory research paradigm was followed, engaging students with disability and specifically with intellectual disability in several stages of the instrument development. The methodological design included two phases for the establishment and testing of the reliability and validity of the scale. Findings The findings of the study support a multifactorial construct of SVE service quality consisting of five factors: responsiveness, surroundings, personalization, training and facilities adequacy. Research limitations/implications Generalization of results should be attempted with concern. The type and severity of disability should be considered in future use of the scale. The construct of training for students with disability needs to be further investigated. Practical implications SVE-Service-Quality Scale may be used in SVE settings highlighting areas of improvement or as an instrument for the assessment of implemented interventions. Social implications Participatory research may serve as an empowerment opportunity for students with disability, whose active engagement in the research design allows for a small-scale yet valuable social impact, promoting emancipation for people with disability. Originality/value The study draws attention on the field of SVE service quality where research is scarce, introducing SVE in the discussion about educational service quality assessment.

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