Psychometric properties of the scale of perceptions regarding the quality of service in clients of retail establishments, based on the SERVQUAL model

Cunza Echegaray F.S.; Cunza Aranzábal D.F.; Flores González M.E.; Hernandez Morales E.R.; Paredes Guerra B.A. · ACM International Conference Proceeding Series (2022) · DOI: 10.1145/3514262.3514287

Resumen

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.

Instituciones: Universidad Peruana Unión