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Journal cover: Asia Pacific Journal of Marketing and Logistics

Asia Pacific Journal of Marketing and Logistics

ISSN: 1355-5855

Online from: 1989

Subject Area: Marketing

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


Document Information:
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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