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Keywords: Invariance analysis
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Journal Articles
Quality in bank service encounters: Assessing the equivalence of customers’ and front-line employees’ perceptions
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International Journal of Quality & Reliability Management (2017) 34 (9): 1431–1450.
Published: 02 October 2017
... utilizes invariance analysis. The survey involved 165 bank branches and 1,522 respondents (463 front-line employees and 1,059 customers) and operationalized the same set of questions for both groups of participants. Multisample confirmatory factor analysis tested a series of measurement models. Findings...
