SERVQUAL和SERVPERF量表的有效性:横跨五大洲17年研究的元分析观点

François A. Carrillat, Fernando Jaramillo, J. Mulki
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引用次数: 414

摘要

目的:研究SERVQUAL和SERVPERF对服务质量预测效度的差异。设计/方法/方法-对17项研究的数据进行meta分析,这些研究包含SERVQUAL或SERVPERF与整体服务质量(OSQ)之间关系的42个效应量。研究结果-总体而言,SERVQUAL和SERVPERF是同样有效的OSQ预测因子。SERVQUAL量表适应测量情境,提高了其预测效度;相反,SERVPERF的预测有效性不会因上下文调整而得到改善。此外,服务质量的衡量标准在以下情况下具有预测有效性:个人主义文化较少,非英语国家,以及具有中等定制水平的行业(酒店,租车或银行)。研究局限性/影响-没有在美国以外使用非适应量表的研究,因此不可能理清量表适应与背景差异对现代社会的影响。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
The validity of the SERVQUAL and SERVPERF scales: A meta‐analytic view of 17 years of research across five continents
Purpose – The purpose is to investigate, the difference between SERVQUAL and SERVPERF's predictive validity of service quality.Design/methodology/approach – Data from 17 studies containing 42 effect sizes of the relationships between SERVQUAL or SERVPERF with overall service quality (OSQ) are meta‐analyzed.Findings – Overall, SERVQUAL and SERVPERF are equally valid predictors of OSQ. Adapting the SERVQUAL scale to the measurement context improves its predictive validity; conversely, the predictive validity of SERVPERF is not improved by context adjustments. In addition, measures of services quality gain predictive validity when used in: less individualistic cultures, non‐English speaking countries, and industries with an intermediate level of customization (hotels, rental cars, or banks).Research limitations/implications – No study, that were using non‐adapted scales were conducted outside of the USA making it impossible to disentangle the impact of scale adaptation vs contextual differences on the modera...
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