Competing scales for measuring the perceived quality: a comparison between the SERVQUAL and RSQ
Autor(a) principal: | |
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Data de Publicação: | 2009 |
Outros Autores: | , |
Tipo de documento: | Artigo |
Idioma: | por |
Título da fonte: | Revista de Administração de Empresas |
Texto Completo: | https://periodicos.fgv.br/rae/article/view/36380 |
Resumo: | There is no doubt about the importance of service quality as a factor of businesses’ success, but to measure this quality has proved to be a challenge when one considers different environmental contexts. Given this, the main goal of this paper was to test two measurement scales of perceived service quality. The comparison between Service Quality scale (Servqual) and Retail Service Quality (RSQ) was conducted by meansof a survey with 351 participants, clients of a home center stores chain located in the city of São Paulo. The data were analyzed using both exploratory and confirmatory factor analysis. As a result, both scales demonstrated acceptable levels of reliability and validity. However, the RSQdemonstrated a better performance in the nomological test since it was able to explain 43% of the loyalty towards the retailer, while the Servqualscale explained only 11%. |
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Competing scales for measuring the perceived quality: a comparison between the SERVQUAL and RSQEscalas concorrentes para a mensuração da qualidade percebida: uma comparação entre a SERVQUAL e a RSQPerceived qualityServqualRSQcompeting scaleshome centersQualidade percebidaServqualRSQescalas concorrenteshome centersThere is no doubt about the importance of service quality as a factor of businesses’ success, but to measure this quality has proved to be a challenge when one considers different environmental contexts. Given this, the main goal of this paper was to test two measurement scales of perceived service quality. The comparison between Service Quality scale (Servqual) and Retail Service Quality (RSQ) was conducted by meansof a survey with 351 participants, clients of a home center stores chain located in the city of São Paulo. The data were analyzed using both exploratory and confirmatory factor analysis. As a result, both scales demonstrated acceptable levels of reliability and validity. However, the RSQdemonstrated a better performance in the nomological test since it was able to explain 43% of the loyalty towards the retailer, while the Servqualscale explained only 11%.Não há dúvida sobre a importância da qualidade de serviços como fator de sucesso empresarial, mas mensurar essa qualidade tem se mostrado um desafio quando se consideram diferentes contextos. Diantedisso, o objetivo deste estudo foi testar duas escalas de mensuração da qualidade percebida de serviços. A comparação entre a escala Service Quality (Servqual) e a Retail Service Quality (RSQ), deu-se por meiode survey junto a 351 respondentes e utilizou como ambiente de pesquisa uma rede de home centers com lojas localizadas na cidade de São Paulo. Para analisar os dados obtidos, foram utilizadas as técnicas multivariadas de análise fatorial exploratória e confirmatória. Como resultado, as duas escalas demonstraram níveis aceitáveis de confiabilidade e validade. Entretanto, no teste de validade nomológica, a escala RSQ mostrou-se superior à escala Servqual, uma vez que a primeira foi capaz de explicar 43% da lealdade em relação ao varejista, enquanto a segunda explicou apenas 11%.RAE - Revista de Administracao de Empresas RAE - Revista de Administração de EmpresasRAE-Revista de Administração de Empresas2009-10-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://periodicos.fgv.br/rae/article/view/36380RAE - Revista de Administracao de Empresas ; Vol. 49 No. 4 (2009): outubro-dezembro; 401-416RAE - Revista de Administração de Empresas; Vol. 49 Núm. 4 (2009): outubro-dezembro; 401-416RAE-Revista de Administração de Empresas; v. 49 n. 4 (2009): outubro-dezembro; 401-4162178-938X0034-7590reponame:Revista de Administração de Empresasinstname:Fundação Getulio Vargas (FGV)instacron:FGVporhttps://periodicos.fgv.br/rae/article/view/36380/35158Lopes, Evandro LuizHernandez, José Mauro da CostaNohara, Jouliana Jordaninfo:eu-repo/semantics/openAccess2016-08-17T18:37:55Zoai:ojs.periodicos.fgv.br:article/36380Revistahttps://rae.fgv.br/raeONGhttps://old.scielo.br/oai/scielo-oai.phprae@fgv.br||ilda.fontes@fgv.br||raeredacao@fgv.br2178-938X0034-7590opendoar:2024-03-06T13:02:55.118184Revista de Administração de Empresas - Fundação Getulio Vargas (FGV)true |
dc.title.none.fl_str_mv |
Competing scales for measuring the perceived quality: a comparison between the SERVQUAL and RSQ Escalas concorrentes para a mensuração da qualidade percebida: uma comparação entre a SERVQUAL e a RSQ |
title |
Competing scales for measuring the perceived quality: a comparison between the SERVQUAL and RSQ |
spellingShingle |
Competing scales for measuring the perceived quality: a comparison between the SERVQUAL and RSQ Lopes, Evandro Luiz Perceived quality Servqual RSQ competing scales home centers Qualidade percebida Servqual RSQ escalas concorrentes home centers |
title_short |
Competing scales for measuring the perceived quality: a comparison between the SERVQUAL and RSQ |
title_full |
Competing scales for measuring the perceived quality: a comparison between the SERVQUAL and RSQ |
title_fullStr |
Competing scales for measuring the perceived quality: a comparison between the SERVQUAL and RSQ |
title_full_unstemmed |
Competing scales for measuring the perceived quality: a comparison between the SERVQUAL and RSQ |
title_sort |
Competing scales for measuring the perceived quality: a comparison between the SERVQUAL and RSQ |
author |
Lopes, Evandro Luiz |
author_facet |
Lopes, Evandro Luiz Hernandez, José Mauro da Costa Nohara, Jouliana Jordan |
author_role |
author |
author2 |
Hernandez, José Mauro da Costa Nohara, Jouliana Jordan |
author2_role |
author author |
dc.contributor.author.fl_str_mv |
Lopes, Evandro Luiz Hernandez, José Mauro da Costa Nohara, Jouliana Jordan |
dc.subject.por.fl_str_mv |
Perceived quality Servqual RSQ competing scales home centers Qualidade percebida Servqual RSQ escalas concorrentes home centers |
topic |
Perceived quality Servqual RSQ competing scales home centers Qualidade percebida Servqual RSQ escalas concorrentes home centers |
description |
There is no doubt about the importance of service quality as a factor of businesses’ success, but to measure this quality has proved to be a challenge when one considers different environmental contexts. Given this, the main goal of this paper was to test two measurement scales of perceived service quality. The comparison between Service Quality scale (Servqual) and Retail Service Quality (RSQ) was conducted by meansof a survey with 351 participants, clients of a home center stores chain located in the city of São Paulo. The data were analyzed using both exploratory and confirmatory factor analysis. As a result, both scales demonstrated acceptable levels of reliability and validity. However, the RSQdemonstrated a better performance in the nomological test since it was able to explain 43% of the loyalty towards the retailer, while the Servqualscale explained only 11%. |
publishDate |
2009 |
dc.date.none.fl_str_mv |
2009-10-01 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://periodicos.fgv.br/rae/article/view/36380 |
url |
https://periodicos.fgv.br/rae/article/view/36380 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
https://periodicos.fgv.br/rae/article/view/36380/35158 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
RAE - Revista de Administracao de Empresas RAE - Revista de Administração de Empresas RAE-Revista de Administração de Empresas |
publisher.none.fl_str_mv |
RAE - Revista de Administracao de Empresas RAE - Revista de Administração de Empresas RAE-Revista de Administração de Empresas |
dc.source.none.fl_str_mv |
RAE - Revista de Administracao de Empresas ; Vol. 49 No. 4 (2009): outubro-dezembro; 401-416 RAE - Revista de Administração de Empresas; Vol. 49 Núm. 4 (2009): outubro-dezembro; 401-416 RAE-Revista de Administração de Empresas; v. 49 n. 4 (2009): outubro-dezembro; 401-416 2178-938X 0034-7590 reponame:Revista de Administração de Empresas instname:Fundação Getulio Vargas (FGV) instacron:FGV |
instname_str |
Fundação Getulio Vargas (FGV) |
instacron_str |
FGV |
institution |
FGV |
reponame_str |
Revista de Administração de Empresas |
collection |
Revista de Administração de Empresas |
repository.name.fl_str_mv |
Revista de Administração de Empresas - Fundação Getulio Vargas (FGV) |
repository.mail.fl_str_mv |
rae@fgv.br||ilda.fontes@fgv.br||raeredacao@fgv.br |
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1798943134010310656 |