Online from: 1989
Subject Area: Marketing
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|Title:||Assessing the Reliability and Validity of SERVQUAL in a Longitudinal Study: The Experience of an Australian Organisation|
|Author(s):||John L. Triplett, (CITEC, Brisbane, Australia), Oliver H.M. Yau, (City Polytechnic of Hong Kong, Hong Kong), Cathy Neal, (Queensland University of Technology, Australia)|
|Citation:||John L. Triplett, Oliver H.M. Yau, Cathy Neal, (1994) "Assessing the Reliability and Validity of SERVQUAL in a Longitudinal Study: The Experience of an Australian Organisation", Asia Pacific Journal of Marketing and Logistics, Vol. 6 Iss: 1/2, pp.41 - 62|
|Keywords:||Australia, information technology, longitudinal, reliability, services, SERVQUAL, validity|
|Article type:||General review|
|DOI:||10.1108/eb010256 (Permanent URL)|
|Publisher:||MCB UP Ltd|
|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.|
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