Authors : Muhammad Hafiz Abd Rashid, Fauziah Sh. Ahmad and Rahayu Hasanordin
Abstract: The aim of the study is to describe the processes undertaken to evaluate the psychometric properties of a questionnaire developed to measure service recovery in Malaysian’s restaurant context. The validation processes include content validation, construct validation and reliability analysis. Purposive sampling technique was employed to collect data from 160 respondents who experienced service failure and recovery in full-service casual restaurants. However, only 114 questionnaires were usable and eligible for subsequent data analysis. The results produced a three-factor solution namely distributive justice, procedural justice and interactional justice. The initial 22 items of Service Recovery Questionnaire (SRQ) was reduced to 16 items after the validation process. The items on the SRQ revealed factor loading >0.5. Reliability analysis indicated that the SRQ is reliable with the value of Cronbach’s alpha >0.9 for the three factors. Thus, the final SRQ is valid to be used in examining service recovery since all the items measure the construct accordingly.
Muhammad Hafiz Abd Rashid, Fauziah Sh. Ahmad and Rahayu Hasanordin, 2016. Measuring Service Recovery in Restaurant Settings: A Psychometric Process. International Business Management, 10: 3627-3632.