Validity and reliability in perceived quality measurement models

Juan Carlos Bou Llusar · César Camisón Zornoza

43 citations0/0 files storedInternational Journal of Quality & Reliability Management

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Customer Service Quality and Loyalty Psychometric Methodologies and Testing Quality and Supply Management

Abstract

This paper verifies the adequacy of perceived quality measurement instruments by comparing the SERVPERF and EP methods. After a discussion of the differences between the two methods, a quality perception measurement instrument for the company is developed and applied to a sample of ceramic company clients. The methods are compared by analyzing the multitrait‐multimethod matrix using the structural equation model methodology. Results indicate that SERVPERF has greater reliability, greater convergent and discriminant validity, explains variance more completely, and consequently introduces less bias.

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1980Significance tests and goodness of fit in the analysis of covariance structures.1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1989Structural Equations with Latent Variables 1991Structural Equations with Latent Variables.1979A Paradigm for Developing Better Measures of Marketing Constructs 1991Scale Development : Theory and Applications 1996The Behavioral Consequences of Service Quality

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