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Title: Dimensionality, Reliability and Validity of SERVQUAL

Authors: Ugur Yavas; Zeynep Bilgin

Addresses: Author address listing can be found in the "About the Authors" section at the end of the article.

Abstract: : This article examines selected psychometric properties of SERVQUAL in an international setting. An empirical study conducted among Turkish students reveals that SERVQUAL demonstrates acceptable reliability and validity but needs internal structure refinement, since different dimensions load on the same factors.

Keywords: SERVQUAL; reliability; validity; psychometric properties; dimensionality.

DOI: 10.1504/JBM.1996.141026

Journal of Business and Management, 1996 Vol.3 No.3, pp.92 - 102

Published online: 05 Sep 2024 *