A Psychometric Evaluation of the Expectations, Perceptions, and Difference- Scores Generated by the IS-Adapted SERVQUAL Instrument

摘要

This article describes the results of a study assessing the psychometric properties of the expectations and perceptions-of-performance instruments and the difference-score data contained within the information systems (IS)-Adapted SERVQUAL measurement par- adigm. The central claim of this study is: In order for rational inferences to be made about service expectations, service performance perceptions, or the gap between them, each of the two instruments must exhibit reasonable psychometric properties in isolation before difference-scores are taken. Analysis of data from a field study (N = 401) through structural equation modeling (SEM) techniques produces empirical evidence indicating that both of the instruments exhibit low psychometric quality and yet the difference- scores exhibit "psychometric inflation."