Journal of Yaşar University

Yazarlar: Sibel DİNÇ AYDEMİR, Günseli GERNİ, Erdal ŞEN

Konular:-

DOI:10.19168/jyu.52189

Anahtar Kelimeler:Service quality,SERVQUAL,Export credit agency,Formative models,Reflective models

Özet: This paper aims to discuss the different results of factor analysis used to test construct validity and reliability in SERVQUAL studies, considering the fact that our study measuring service quality of Turk Eximbank, export credit agency in Turkey, resulted in more different -but not unusual- findings than those proposed by the designers of the model. These controversial results observed in both our study and various service quality investigations directed us to look more closely into this issue.  As Collier and Bienstock (2009) claimed, service quality can be well represented as a formative construct although it is treated as a reflective construct by the traditional approach. It makes us consider again on the SERVQUAL model specification since the results of factor  analysis  in  service  quality  studies  are  diverse  from  originally  designed  construct  proposed  by Parasuraman et al. (1985/1988). Hence, this paper entails a discussion of factor analysis an d its results in SERVQUAL studies. Perhaps, it might be beneficial to ruminate whether SERVQUAL model is specified by a formative construct or not. Accordingly, alternative validity tests other than, or contributing to, factor analysis can be more appropriate for SERVQUAL model.

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