Discussion of the Measurement Invariance Across Gender in the Version of the Part of Responsiveness in Servqual Scale
Feng-Ming Liu, Yun-Chin Huang, Shih-Lung Ching, Yu-Jia Hu
Available Online July 2017.
- https://doi.org/10.2991/icoi-17.2017.10How to use a DOI?
- Service quality, SERVQUAL, responsiveness, measurement invariance, retail chain stores, Taiwan
- This quantitative research was to examine the measurement invariance across gender for the part of Responsiveness in SERVQUAL Scale for retail chain stores business in Taiwan. The SERVQUAL Scale has become the most common questionnaire for investigating the perception of service quality in current service industry. However, the measurement invariance issue across groups in SERVQUA only received very few considerations. Previous studies also revealed there was the significant relationship between gender and service quality. The participants in this research were selected as customers from four retail chain stores in Taiwan, resulting in 200 individual surveys for analysis. The outcomes indicated the Taiwan version of Responsiveness 5-item scale achieved strict measurement invariance across gender. The property of factor loading, structural covariances and measurement residuals across gender were invariant. Finally, this research generated the recommendations for retail chain stores business in Taiwan and suggested future scholar studies.
- Open Access
- This is an open access article distributed under the CC BY-NC license.
Cite this article
TY - CONF AU - Feng-Ming Liu AU - Yun-Chin Huang AU - Shih-Lung Ching AU - Yu-Jia Hu PY - 2017/07 DA - 2017/07 TI - Discussion of the Measurement Invariance Across Gender in the Version of the Part of Responsiveness in Servqual Scale BT - 2017 International Conference on Organizational Innovation (ICOI 2017) PB - Atlantis Press SP - 56 EP - 58 SN - 1951-6851 UR - https://doi.org/10.2991/icoi-17.2017.10 DO - https://doi.org/10.2991/icoi-17.2017.10 ID - Liu2017/07 ER -