SERVQUAL dimensionality: An investigation of presentation order effect

Robert E. Miller; Bill C. Hardgrave; Thomas W. Jones

doi:10.1504/IJSS.2011.040639

SERVQUAL dimensionality: An investigation of presentation order effect

Robert E. Miller, Bill C. Hardgrave, Thomas W. Jones

Business Information Systems

Research output: Contribution to journal › Article › peer-review

6 Scopus citations

Abstract

This paper examines a potential issue in measuring service quality using the SERVQUAL instrument. Specifically, it is argued that SERVQUAL's dimensions are largely the product of presentation order effects. To validate this argument, this paper presents the results of a field study in which randomised and non-randomised versions of SERVQUAL were administered in multiple organisations. The resulting samples were then used to generate factor structures which proved to be non-congruent. These results raise the question of whether SERVQUAL's dimensions truly represent underlying constructs. If they do not, then should studies continue to report them?

Original language	English
Pages (from-to)	1-17
Number of pages	17
Journal	International Journal of Services and Standards
Volume	7
Issue number	1
DOIs	https://doi.org/10.1504/IJSS.2011.040639
State	Published - Jun 2011

Keywords

Congruence coefficients
Presentation order effects
SERVQUAL dimensionality
Service quality
Services
Standards

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10.1504/IJSS.2011.040639

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KW - Standards

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SERVQUAL dimensionality: An investigation of presentation order effect

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Keywords

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