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Journal Article

Scale Development Process: Service Quality in Car Rental Services  pp161-174

Erdogan H. Ekiz, Ali Bavik

© Nov 2008 Volume 6 Issue 2, Editor: Ann Brown, pp123 - 216

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This paper aims to provide an example for developing a measurement scale by using car rental services as a case. To do so, both qualitative and quantitative methods are utilized in three fundamental stages recommended by Churchill (1979) and Parasuraman, Zeithaml & Berry (1988). In following their footsteps, the first qualitative research was undertaken in the form of 23 in‑depth interviews which produced 61 items that described user perceptions. Then, a quantitative study was undertaken to purify the scale items, examine dimensionality, reliability, factor structure and validity. After a rigorous statistical analysis an 18‑itemed scale with six factors emerged. The paper also introduces the setting of the research and presents need for scale development briefly which is followed by discussion, implications and limitations.


Keywords: Scale development, measurement, fundamental stages, value of fit measures, models, car rental services, North Cyprus


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