Confirmatory factor analysis of the SERVQUAL scale: a study with users of vehicles and driving license services of DETRAN/RN
This study aims to investigate whether the use of the SERVQUAL scale is valid and compatible for public services, considering the expectations and perceptions of their users. The research is configured as quantitative and used confirmatory factor analysis. The instrument was adjusted on the basis of...
| Autores: | , , , |
|---|---|
| Tipo de recurso: | artículo |
| Estado: | Versión publicada |
| Fecha de publicación: | 2015 |
| País: | Brasil |
| Institución: | Fundação Getulio Vargas (FGV) |
| Repositorio: | Cadernos Gestão Pública e Cidadania (Online) |
| Idioma: | portugués |
| OAI Identifier: | oai:ojs.periodicos.fgv.br:article/31350 |
| Acceso en línea: | https://periodicos.fgv.br/cgpc/article/view/31350 |
| Access Level: | acceso abierto |
| Palabra clave: | Perceived quality expectations perceptions SERVQUAL model public service. Calidad notada expectativas percepciones modelo SERVQUAL servicio público. Qualidade percebida Expectativas Percepções Modelo SERVQUAL Serviço público. |
| Sumario: | This study aims to investigate whether the use of the SERVQUAL scale is valid and compatible for public services, considering the expectations and perceptions of their users. The research is configured as quantitative and used confirmatory factor analysis. The instrument was adjusted on the basis of the SERVQUAL scale resulting in 242 valid questionnaires. Although the assessment tool proves efficient and capable of reflecting the dimensions of assurance, empathy, reliability, responsiveness and tangibility, the results indicate that its quality, as perceived by users of vehicles and the driving license services, is low and does not fully meet their expectations. |
|---|