Scale Name | Authors | Dimensions | Psychometric Properties | Evidence it is used |
Service Quality (SERVQUAL) | | 1. Tangibles 2. Reliability 3. Responsiveness 4. Assurance 5. Empathy | The findings show that the SERVQUAL scale exhibits both reliability and convergent and divergent validity when measuring classroom service quality; in fact, in these regards, it outperforms traditional student assessment scales
First, the reliability of the scale (Α ≥ 0.95) and of its constituent dimensions (all Α ≥ 0.71) is adequate, which confirms their internal consistency. Second, the existence of five dimensions (i.e., tangible elements, reliability, responsiveness, assurance, and empathy) as they were originally suggested was confirmed. Third, the reliability dimension has the highest weighting in importance as well as a positive and significant relationship with overall quality. It is concluded that the SERVQUAL scale adapted to the services performed by travel agencies constitutes a valid and reliable instrument for measuring service quality. | Adapted to be used across a range of Scottish council services
A particular electric company (SCECO-East utilizes SERVQUAL for measuring customers’ perceptions of service quality
This instrument has been widely adopted for the measurement of service quality (i.e. |
Retail Service Quality Scale (RSQS) | | 1. Physical Aspects 2. Reliability 3. Personal Interaction 4. Problem Solving 5. Policy | The retail service quality scaleis a reliable instrument, returning an overall Cronbach alpha of 0.78. Taking 0.7 and above as indicator of reliability
This compares to the findings of | |