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- Title
EXAMINING THE MEASUREMENT INVARIANCE ACROSS GENDER FOR THE PART OF RESPONSIVENESS IN SERVQUAL SCALE IN RETAIL BUSINESS OF TAIWAN.
- Authors
Yu-Jia Hu; Dr. Feng-Ming Liu; Dr. Ling-Ching Su; Jian-Hao Huang
- Abstract
The purpose of this quantitative study 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 been known a successful instrument for measuring service quality in current business studies. However, the issues of measurement invariance across groups in SERVQUA have received very few considerations. Literature also revealed there is the significant relationship between gender and service quality. The population in this research was selected as customers from four retail chain stores in Taiwan, resulting in 200 individual surveys for analysis. The results 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.
- Subjects
TAIWAN; BUSINESS enterprises; QUALITY of service; MANUFACTURING industries; TAIWANESE economy; STRUCTURAL components
- Publication
International Journal of Organizational Innovation, 2016, Vol 9, Issue 1, p284
- ISSN
1943-1813
- Publication type
Article