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Assessing the Reliability and Validity of SERVQUAL in a Longitudinal Study The Experience of an Australian Organisation

Assessing the Reliability and Validity of SERVQUAL in a Longitudinal Study The Experience of an... This paper discusses an organisation's experience using the SERVQUAL instrument to measure service quality over a four year longitudinal study. The aim of the study was to validate the SERVQUAL instrument as a way to track changes in the organisation's standard of service quality, as well as to test the adaptability of the instrument for usage outside the United States and in a government service organisation. Results of the data analysis indicated that SERVQUAL is not a reliable instrument. Only three dimensions were found to be consistent and reliable. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Asia Pacific Journal of Marketing and Logistics Emerald Publishing

Assessing the Reliability and Validity of SERVQUAL in a Longitudinal Study The Experience of an Australian Organisation

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
1355-5855
DOI
10.1108/eb010256
Publisher site
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Abstract

This paper discusses an organisation's experience using the SERVQUAL instrument to measure service quality over a four year longitudinal study. The aim of the study was to validate the SERVQUAL instrument as a way to track changes in the organisation's standard of service quality, as well as to test the adaptability of the instrument for usage outside the United States and in a government service organisation. Results of the data analysis indicated that SERVQUAL is not a reliable instrument. Only three dimensions were found to be consistent and reliable.

Journal

Asia Pacific Journal of Marketing and Logistics – Emerald Publishing

Published: Jan 1, 1994

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