Proceedings of the 2017 International Conference on Organizational Innovation (ICOI 2017)

Discussion of the Measurement Invariance Across Gender in the Version of the Part of Responsiveness in Servqual Scale

Authors
Feng-Ming Liu, Yun-Chin Huang, Shih-Lung Ching, Yu-Jia Hu
Corresponding Author
Feng-Ming Liu
Available Online July 2017.
DOI
https://doi.org/10.2991/icoi-17.2017.10How to use a DOI?
Keywords
Service quality, SERVQUAL, responsiveness, measurement invariance, retail chain stores, Taiwan
Abstract
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.

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Proceedings
2017 International Conference on Organizational Innovation (ICOI 2017)
Part of series
Advances in Intelligent Systems Research
Publication Date
July 2017
ISBN
978-94-6252-359-3
ISSN
1951-6851
DOI
https://doi.org/10.2991/icoi-17.2017.10How to use a DOI?
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  -