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Article: Measuring service quality: A test-retest reliability investigation off SERVQUAL

TitleMeasuring service quality: A test-retest reliability investigation off SERVQUAL
Authors
Issue Date1997
PublisherNTC Publications Ltd. The Journal's web site is located at http://www.ijmr.com/
Citation
International Journal Of Market Research, 1997, v. 39 n. 2, p. 381-396 How to Cite?
AbstractThe SERVQUAL scale has been widely used by both academics and practicing managers to measure service quality but recent research has raised concerns about the reliability of SERVQUAL. Using the test-retest correlation method, this paper assesses short - and long - range stability of SERVQUAL. The results indicate that the SERVQUAL scale is not stable over time as revealed by the insignificant correlation between the test scores and retest scores. Although items in the expectation battery of the SERVQUAL scale remain fairly stable over time, the performance items are subject to instability even in a one-week test-retest interval. These results seem to cast doubt on the usefulness of using SERVQUAL performance items to measure service quality.
Persistent Identifierhttp://hdl.handle.net/10722/178027
ISSN
2015 Impact Factor: 0.697
2015 SCImago Journal Rankings: 0.352
References

 

DC FieldValueLanguage
dc.contributor.authorLam, SSKen_US
dc.contributor.authorWoo, KSen_US
dc.date.accessioned2012-12-19T09:41:35Z-
dc.date.available2012-12-19T09:41:35Z-
dc.date.issued1997en_US
dc.identifier.citationInternational Journal Of Market Research, 1997, v. 39 n. 2, p. 381-396en_US
dc.identifier.issn1470-7853en_US
dc.identifier.urihttp://hdl.handle.net/10722/178027-
dc.description.abstractThe SERVQUAL scale has been widely used by both academics and practicing managers to measure service quality but recent research has raised concerns about the reliability of SERVQUAL. Using the test-retest correlation method, this paper assesses short - and long - range stability of SERVQUAL. The results indicate that the SERVQUAL scale is not stable over time as revealed by the insignificant correlation between the test scores and retest scores. Although items in the expectation battery of the SERVQUAL scale remain fairly stable over time, the performance items are subject to instability even in a one-week test-retest interval. These results seem to cast doubt on the usefulness of using SERVQUAL performance items to measure service quality.en_US
dc.languageengen_US
dc.publisherNTC Publications Ltd. The Journal's web site is located at http://www.ijmr.com/en_US
dc.relation.ispartofInternational Journal of Market Researchen_US
dc.titleMeasuring service quality: A test-retest reliability investigation off SERVQUALen_US
dc.typeArticleen_US
dc.identifier.emailLam, SSK: simonlam@hku.hken_US
dc.identifier.authorityLam, SSK=rp01071en_US
dc.description.naturelink_to_subscribed_fulltexten_US
dc.identifier.scopuseid_2-s2.0-5944262851en_US
dc.identifier.hkuros26707-
dc.relation.referenceshttp://www.scopus.com/mlt/select.url?eid=2-s2.0-5944262851&selection=ref&src=s&origin=recordpageen_US
dc.identifier.volume39en_US
dc.identifier.issue2en_US
dc.identifier.spage381en_US
dc.identifier.epage396en_US
dc.publisher.placeUnited Kingdomen_US
dc.identifier.scopusauthoridLam, SSK=35218940100en_US
dc.identifier.scopusauthoridWoo, KS=36792164900en_US

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