Abstract

SOLANO, Javier  and  UZCATEGUI, Carolina. VALIDITY AND RELIABILITY OF A MEASUREMENT SCALE FOR SERVICE QUALITY OF THE RESTAURANTS LOCATED IN PUERTO BOLÍVAR TOURIST ZONE. Universidad y Sociedad [online]. 2017, vol.9, n.1, pp.52-59. ISSN 2218-3620.

The continuous service quality improvement by Restaurant Company has become a decisive factor in achieving customer satisfaction. This due is explained by an increased competition of other entities and power of demand customers. For restaurant’s owners and managers in Puerto Bolívar, this is not an alien issue and to work for increasing the service quality is the way to successful business. The aim of this study is to verify the validity and reliability of an instrument for measuring the customer perceived quality service of restaurants located in the area of tourist attendance of Puerto Bolivar. The assessment of the instrument was performed by using factor analysis, exploratory and confirmatory so as a reliability analysis. The presence of six variables identified five derived from DINESERV and related overall satisfaction perceived, grouping a total 25 items, with a level of overall sampling adequacy KMO=0.926. It was also identified an index of Bartlett´s sphericity p=0.000, with a capacity of total variance explanation of 81%, suggesting that the instrument reflects satisfactorily the variable quality of service for the study context.

Keywords : Service quality; restaurants; validity; factorial analysis.

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