文章基本信息

标题：Scale Development Process: Service Quality in Car Rental Services
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作者：Erdogan H. Ekiz ; Ali Bavik
期刊名称：Electronic Journal of Business Research Methods
印刷版ISSN：1477-7029
电子版ISSN：1477-7029
出版年度：2008
卷号：6
期号：2
页码：161-174
出版社：Academic Conferences International Limited
摘要：This paper aims to provide an example for developing a measurement scale by using car rental services as a case. To do so, both qualitative and quantitative methods are utilized in three fundamental stages recommended by Churchill (1979) and Parasuraman, Zeithaml & Berry (1988). In following their footsteps, the first qualitative research was undertaken in the form of 23 in‑depth interviews which produced 61 items that described user perceptions. Then, a quantitative study was undertaken to purify the scale items, examine dimensionality, reliability, factor structure and validity. After a rigorous statistical analysis an 18‑itemed scale with six factors emerged. The paper also introduces the setting of the research and presents need for scale development briefly which is followed by discussion, implications and limitations.
关键词：Scale development; measurement; fundamental stages; value of fit measures; models; car rental services; North Cyprus