Abstract
Objective: To assess construct validity and SERVPERF scale reliability in users requiring information by phone at the Toxicology Information Center of the Pontifical Catholic University of Chile (CITUC, Spanish acronym).Methodology: Instrument validation study for telephone service. The sample was made up of 180 users who required telephone information in a three-month period. Internal consistency of the instrument was determined using Cronbach´s alpha (?). Construct validity was assessed by exploratory factor analysis. Results: Factor analysis yield a 6-factor structure and showed that some items tend to blend among dimensions. When determining reliability for the dimensions we obtained: reliability, ?= 0.678; responsibility, ?=0.852; assurance, ?=0.878 and empathy, ?=0.887. Service provided by CITUC professionals was given the maximum score when assessed by users. Conclusions: SERVPERF scale gets adequate reliability levels; thus, the instrument has consistency and stability. Further analysis of construct validity would be interesting since empirical evidence is not consistent with theoretical evidence.
Published Version
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a call