Service Loyalty Measurement Scale: A Reliability Assessment

J. Clement Sudhahar · A.Prabhu Britto · Murugesan Selvam

69 citations0/0 files storedAmerican Journal of Applied Sciences

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Customer Service Quality and Loyalty Psychometric Methodologies and Testing Service and Product Innovation

Abstract

This research article demonstrates the application of Confirmatory Factor Analysis (CFA) in the scale development process of measuring the construct Service Loyalty (SERVLOYAL). The conceptualization of SERVLOYAL is presented, the dimensions forming the SERVLOYAL construct are figured out. The nitty-gritty of CFA is discussed. And the results of CFA analysis for SERVLOYAL scale developed are found to be reliable. This empirical study provides a solid foundation for further research in CFA and SEM applications.

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References

1994The Commitment-Trust Theory of Relationship Marketing 1987Developing Buyer-Seller Relationships 1994Customer Loyalty: Toward an Integrated Conceptual Framework 1990Zero defections: quality comes to services.1999The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships 1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective 1969A General Approach to Confirmatory Maximum Likelihood Factor Analysis 1995Relationship Marketing in Consumer Markets: Antecedents and Consequences

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