Quality Of Service Measurement And Scale Development Study

Under the intense market competition environment, it's obviouslythat the service quality is very important to each enterprise. Finding outthe weakness of the service accurately is the start point to improve it, soit has vital practical significance to research the measurement of servicequality. The overseas scholars have made many attempts in this aspectsince late 80's, and obtained much achievement. Starting to research themeasurement of service quality is much later in our country, it's themajor problem to take the shaped conclusion only but neglect theprocess and methods of developing the survey tools.Through summarizing lots of English original article on developingsurvey meter of service quality, and studying the psychologicalsurveying theory and statistics theory, this article points out theshortcoming of service quality survey meters during their developingand using period in our country. In this foundation, the improved modelfor developing survey meter is proposed in this article, the techniquesand index are also contrasted and analyzed. The model starts fromspecifying the concept, including developing item, item revision andpreliminary purification, data collection, item purification, examinationfor factor analysis, exploring factor analysis, confirmatory factoranalysis, factor naming, the second data collection, reliabilityexamination, validity examination and so on 12 steps.Retails drugstore is closely linked with civilians' life, it obtainedconsiderable development from 2000 on. Combined with the retailsdrugstore's actual situation, the survey meter for retails drugstore isdeveloped strictly according to the proposed model for developingsurvey meter. The result of fitting analysis for the questionnaire data aswell as the reliability and validity examination is extremely satisfying.On the one hand, it proves the validity of the model for developingsurvey meter, on the other hand it provides basis to survey the retailsstore's service quality.