Service quality for architects: scale development and validation

Abstract

Purpose The purpose of this paper is to develop and explain an empirically validated scale to measure service quality for architects in India. Design/methodology/approach This study applies a systematic procedure for development of a psychometric scale in three phases. Phase 1 includes item generation and selection through review of literature and expert opinion. Phase 2 comprises scale refinement using item analysis and exploratory factor analysis. Phase 3 applies confirmatory factor analysis (CFA) for establishing convergent, discriminant and nomological validity. This study has involved 15 expert participants in Phase 1 and sought participation from 250 respondents using an online questionnaire in two other independent phases. Findings The findings of the empirical study resulted in the development of a 22-item scale that measures the constructs such as design quality, project administration quality, communication quality, relationship quality and dependability quality. Research limitations/implications This study has developed a context-specific psychometric scale of service quality for architects in India using snowball sampling. Although this study identified five valid service quality factors, the classified information relating to the formation of expectations was not collected. Practical implications This reliable and valid scale would be helpful for architects to measure the level of service quality in enhancing business performance. This study has established that service quality for architects is achieved only when the perceived benefits are available from the aspects like design, project administration, communication, relationship and dependability. Social implications This study can facilitate an architect interested in opportunities relating to contracting, consulting and engineering to explore possibilities of higher fees from clients. Originality/value This study is an original attempt in developing a validated tool to measure service quality of architects in India.

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