TY - GEN
T1 - Psychometric properties of the scale of perceptions regarding the quality of service in clients of retail establishments, based on the SERVQUAL model
AU - Cunza Echegaray, Francisco Solano
AU - Cunza Aranzábal, Denis Frank
AU - Flores González, Marcos Enrique
AU - Hernandez Morales, Evelyn Raquel
AU - Paredes Guerra, Benjamin Aaron
N1 - Publisher Copyright:
© 2022 ACM.
PY - 2022/1/14
Y1 - 2022/1/14
N2 - The purpose of this study was to determine the validity and reliability of the Service Quality Perceptions Scale (EPRCS), in customers of retail establishments, based on the SERVQUAL model. The method used was that of psychometric research, as well as an applied psychometric design study, carried out with 523 clients of retail establishments in 21 departments of Peru. The exploratory factorial analysis (KMO = 0.982) was carried out with 300 participants, obtaining d8152 factors, subsequently carrying out the confirmatory factorial analysis with 223 participants, obtaining adequate fit indices for the model developed from the two factors emerging from the exploratory factorial analysis (RMSEA = 0.042; CFI = 0.972; TLI = 0.969) and for the model with 5 first-order factors and two second-order factors (RMSEA = 0.034; CFI = 0.982; TLI = 0.981). Reliability levels (α and ω > 0.95) were also obtained for the two second-order factors that emerged from the exploratory factor analysis and for the 5 first-order factors derived from the SERVQUAL model. It is concluded that the instrument is adequate for the evaluation of the perceptions of the quality of service in clients of retail establishments in Peru.
AB - The purpose of this study was to determine the validity and reliability of the Service Quality Perceptions Scale (EPRCS), in customers of retail establishments, based on the SERVQUAL model. The method used was that of psychometric research, as well as an applied psychometric design study, carried out with 523 clients of retail establishments in 21 departments of Peru. The exploratory factorial analysis (KMO = 0.982) was carried out with 300 participants, obtaining d8152 factors, subsequently carrying out the confirmatory factorial analysis with 223 participants, obtaining adequate fit indices for the model developed from the two factors emerging from the exploratory factorial analysis (RMSEA = 0.042; CFI = 0.972; TLI = 0.969) and for the model with 5 first-order factors and two second-order factors (RMSEA = 0.034; CFI = 0.982; TLI = 0.981). Reliability levels (α and ω > 0.95) were also obtained for the two second-order factors that emerged from the exploratory factor analysis and for the 5 first-order factors derived from the SERVQUAL model. It is concluded that the instrument is adequate for the evaluation of the perceptions of the quality of service in clients of retail establishments in Peru.
KW - Service quality
KW - corporate brand image
KW - psychometric properties
KW - validity
UR - http://www.scopus.com/inward/record.url?scp=85129184006&partnerID=8YFLogxK
U2 - 10.1145/3514262.3514287
DO - 10.1145/3514262.3514287
M3 - Conference contribution
AN - SCOPUS:85129184006
T3 - ACM International Conference Proceeding Series
SP - 585
EP - 594
BT - 2022 13th International Conference on E-Education, E-Business, E-Management, and E-Learning, IC4E 2022
PB - Association for Computing Machinery
T2 - 13th International Conference on E-Education, E-Business, E-Management, and E-Learning, IC4E 2022
Y2 - 14 January 2022 through 17 January 2022
ER -