Escalas concorrentes para a mensuração da qualidade percebida: uma comparação entre a SERVQUAL e a RSQ

Evandro Luiz Lopes, José Mauro da Costa Hernandez and Jouliana Jordan Nohara

RAE - Revista de Administração de Empresas, 2009, vol. 49, issue 4

Abstract: There is no doubt about the importance of service quality as a factor of businesses’ success, but to measure this quality has proved to be a challenge when one considers different environmental contexts. Given this, the main goal of this paper was to test two measurement scales of perceived service quality. The comparison between Service Quality scale (Servqual) and Retail Service Quality (RSQ) was conducted by meansof a survey with 351 participants, clients of a home center stores chain located in the city of São Paulo. The data were analyzed using both exploratory and confirmatory factor analysis. As a result, both scales demonstrated acceptable levels of reliability and validity. However, the RSQdemonstrated a better performance in the nomological test since it was able to explain 43% of the loyalty towards the retailer, while the Servqualscale explained only 11%.

Date: 2009
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