Cross-cultural invariance of measures of satisfaction and service quality

被引:53
作者
Ueltschy, LC [1 ]
Laroche, M
Tamilia, RD
Yannopoulos, P
机构
[1] Bowling Green State Univ, Coll Business Adm, Dept Int Business, Bowling Green, OH 43403 USA
[2] Concordia Univ, John Molson Sch Business, Montreal, PQ, Canada
[3] Univ Quebec, Ecole Sci Gest, Montreal, PQ H3C 3P8, Canada
[4] Brock Univ, Fac Business, Dept Management Mkt & HRM, St Catharines, ON L2S 3A1, Canada
关键词
measure invariance; satisfaction; service quality; SERVPERF; cross-cultural;
D O I
10.1016/S0148-2963(02)00294-1
中图分类号
F [经济];
学科分类号
02 ;
摘要
A dental setting is used to test the measurement equivalence of scales for satisfaction and service quality by using confirmatory factor analysis (CFA). A 2 x 2 experimental design used levels of service quality and performance controlled and manipulated. US, English and French-Canadian subjects were chosen to test invariance of these measures. The sample consisted of 499 respondents from midwestern USA, Ontario and Quebec. Using CFA, findings indicate that some measures of satisfaction and service quality can be nonequivalent across cultures. Cultural differences were noted for invariant measures in assessing perceived quality, mostly in situations with high expectations and performance, with English Canadians perceiving lower service quality than US and French-Canadians subjects. In situations where expectations and performance were lower, English-Canadians perceived higher quality than US and French-Canadian respondents. Differences were found between English and French-Canadians in the four experimental settings. (C) 2002 Elsevier Inc. All rights reserved.
引用
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页码:901 / 912
页数:12
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