Comparing Alternative Service Quality Scales: An Investigation Using Confirmatory Factor Analysis in a Health Care Setting

Cengiz H., FİDAN Y.

Services Marketing Quarterly, cilt.38, sa.1, ss.15-22, 2017 (Scopus) identifier

  • Yayın Türü: Makale / Tam Makale
  • Cilt numarası: 38 Sayı: 1
  • Basım Tarihi: 2017
  • Doi Numarası: 10.1080/15332969.2017.1271198
  • Dergi Adı: Services Marketing Quarterly
  • Derginin Tarandığı İndeksler: Scopus
  • Sayfa Sayıları: ss.15-22
  • Anahtar Kelimeler: Confirmatory factor analysis, domain specific instrument, health care, SERVQUAL
  • İstanbul Ticaret Üniversitesi Adresli: Evet

Özet

Despite the availability of several domain-specific instruments and its obvious drawbacks, it is interesting that the SERVQUAL scale is still used in health care settings. For this reason, the main aim of this study was to compare two different service quality scales in a health care setting. We compared the fit of the SERVQUAL model with a domain-specific model through confirmatory factor analysis using AMOS. The results showed that the domain-specific scale was superior to SERVQUAL within the context of a health care environment. We believe that using/modifying a generalized scale is not a good approach when we have domain-specific alternatives available.