... conducted with 24 men and 12 women from Indonesia. A pilot testing of the questionnaire was conducted with four Indonesian students. The items were further refined and pilot tested with six Indonesian students. Exploratory factor analysis and reliability analysis (n Findings – The results indicate...

... in reliability coefficients, using cross-sectional data from Japan and Malaysia. Design/methodology/approach – A survey was conducted in Malaysia and Japan, both of them characterized as having collectivist values. Convenience sampling and the same method of survey administration, personal interviews...

... 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...