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Validity and reliability in perceived quality measurement models An empirical investigation in Spanish ceramic companies

Validity and reliability in perceived quality measurement models An empirical investigation in... This paper verifies the adequacy of perceived quality measurement instruments by comparing the SERVPERF and EP methods. After a discussion of the differences between the two methods, a quality perception measurement instrument for the company is developed and applied to a sample of ceramic company clients. The methods are compared by analyzing the multitrait‐multimethod matrix using the structural equation model methodology. Results indicate that SERVPERF has greater reliability, greater convergent and discriminant validity, explains variance more completely, and consequently introduces less bias. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Quality & Reliability Management Emerald Publishing

Validity and reliability in perceived quality measurement models An empirical investigation in Spanish ceramic companies

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References (36)

Publisher
Emerald Publishing
Copyright
Copyright © 2000 MCB UP Ltd. All rights reserved.
ISSN
0265-671X
DOI
10.1108/02656710010325237
Publisher site
See Article on Publisher Site

Abstract

This paper verifies the adequacy of perceived quality measurement instruments by comparing the SERVPERF and EP methods. After a discussion of the differences between the two methods, a quality perception measurement instrument for the company is developed and applied to a sample of ceramic company clients. The methods are compared by analyzing the multitrait‐multimethod matrix using the structural equation model methodology. Results indicate that SERVPERF has greater reliability, greater convergent and discriminant validity, explains variance more completely, and consequently introduces less bias.

Journal

International Journal of Quality & Reliability ManagementEmerald Publishing

Published: Nov 1, 2000

Keywords: Quality; Reliability; Measurement; Models; Spain; Ceramics industry

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