Title: Quantitative comparison of service quality and recoverability measures

Authors: Hong Qin; Victor R. Prybutok; Jun Zhou

Addresses: Department of Computer Information Systems and Quantitative Methods, College of Business Administration, University of Texas – Pan American, 1201 W. University Drive, Edinburg, TX 78539-2999, USA ' Department of Information Technology and Decision Sciences, College of Business Administration, University of North Texas, P.O. Box 305249, Denton, TX 76203, USA ' School of Management Science and Engineering, Central University of Finance and Economics, 39 South College Road, Beijing 100081, China

Abstract: This study aims to empirically examine and compare the effects of perceived service quality (SQ) and service recoverability on customer satisfaction and behavioural intentions using data collected in the fast-food industry. Exploratory factor analysis and confirmatory factor analysis were used to analyse the collected data. This study contributes to an understanding of customer satisfaction and behavioural intentions in the context of service failures in the fast-food industry. An important result of this study was the validation of the use of the recovery scale as an alternative to the SERVPERF instrument for researchers and managers interested in SQ assessment.

Keywords: behavioural intentions; customer satisfaction; fast-food industry; service quality; quantitative comparisons; recoverability measures; exploratory factor analysis; confirmatory factor analysis; service failures; recovery scale; SERVPERF; service performance; services; standards.

DOI: 10.1504/IJSS.2011.043634

International Journal of Services and Standards, 2011 Vol.7 No.2, pp.138 - 154

Published online: 27 Feb 2015 *

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