The Reliability and Validity of the Turkish Version of the Service Quality Assessment Scale

Bülent Gürbüz, Settar Koçak, Eddie T.C. Lam

Abstract

The purpose of this study is to test the reliability and validity of the Turkish version of the Service Quality Assessment Scale (SQAS). The participants of this study consist of 636 health-fitness club’s members. The Confirmatory Factor Analysis (CFA) has been used to examine the factor structure of the SQAS instrument.It has been concluded that all of the goodness-of-fit indices of both the expectation and perception model were admissible, with the perception model being slightly better than the expectation model. The composite reliability and variance extracted has also been calculated for expectation and perception model. Analysis indicated that CR values are all above .70 for both expectation model and perception model.

Keywords

Reliability, validity, service quality, health-fitness clubs

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