In search of service quality measures: some questions regarding psychometric properties.
Confirmatory factor analysis was used to evaluate the construct validity of SERVQUAL, an instrument intended to measure consumer-reported service quality. Results indicate the hypothesized conceptualization of service quality was not valid in a health care setting. It is suggested that additional measurement attention to consumer perceptions may provide further insight into subjective health care service quality evaluation. Implications of failing to consider the measurement properties of this and other constructs are discussed.
Department of Health Services Administration, School of Health Related Professions, University of Alabama at Birmingham.
R M
RM
Shewchuk
S J
SJ
O'Connor
J B
JB
White
D003258:Consumer Behavior / Q000706:statistics & numerical data*; D005163:Factor Analysis, Statistical; D006302:Health Services Research / Q000379:methods*; D006786:Hospitals, Urban / Q000592:standards / Q000706:statistics & numerical data; D006788:Hospitals, Voluntary / Q000592:standards / Q000706:statistics & numerical data; D007407:Interviews as Topic; D015233:Models, Statistical; D011787:Quality of Health Care / Q000706:statistics & numerical data*; D015144:Southeastern United States; D013689:Telephone