The Impact of Scale. Characteristics on the Dimensionality of the Service Quality Construct

Anne M Smith

The Service Industries Journal, 2000, vol. 20, issue 3, 167-190

Abstract: Many studies focusing on the dimensionality of the service quality construct have adopted frameworks developed within the marketing literature. This study, involving interviews with 200 repeat attenders at a specialist family planning clinic, suggests that earlier frameworks developed by patient satisfaction researchers go further in explaining the resu1ts of factor analytical studies. Analyses of data relating to two suppliers illustrate that scale characteristics i.e. scale length and the level of variation introduced into the data, have little impact on a factor structure which distinguishe between two key dimensions of expressive/instrumental qualities and access/convenience.

Date: 2000
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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:20:y:2000:i:3:p:167-190

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DOI: 10.1080/02642060000000037

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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