Assessing the Reliability and Validity of SERVQUAL in a Longitudinal Study: The Experience of an Australian Organisation

Abstract

This paper discusses an organisation's experience using the SERVQUAL instrument to measure service quality over a four year longitudinal study. The aim of the study was to validate the SERVQUAL instrument as a way to track changes in the organisation's standard of service quality, as well as to test the adaptability of the instrument for usage outside the United States and in a government service organisation. Results of the data analysis indicated that SERVQUAL is not a reliable instrument. Only three dimensions were found to be consistent and reliable.