Factors Influencing Customer-Service Quality in the Pre-Cast Concrete Industry: An Exploratory Factor Analysis

Dhurup, M.; Mafini, Chengedzai; Masitenyane, Lucky Amos

doi:10.5901/mjss.2014.v5n8p115

Cited by 1 publication

(1 citation statement)

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“…Although service quality in road infrastructure is an important issue that needs to be highlighted, however, the exploration is still limited. Indeed, in the construction industry at large, the exploration of service quality and customer satisfaction is under-researched topics and considered as still in its infancy [28,29].…”

Section: Service Quality In Road Sectormentioning

confidence: 99%

https://www.ijitee.org/portfolio-item/A4149119119/

Zahidy,

Sutanto,

Napiah

et al. 2019

IJITEE

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As with the most of middle-income countries, road traffic accidents (RTAs) in Malaysia constitute a serious public health challenge to the nation. Despite the fact that great efforts have been made to understand the causation factors of RTAs, little is known about how road service quality (RSQ) impacted road safety. The primary objective of the current study was to explore the relationships of RSQ and RTAs from the viewpoint of the Malaysian road users. The study employed a quantitative research approach with the use of a self-administered questionnaire instrument to survey a group of road users. In particular, this paper reports the first phase of the study, that is, to develop and administer an instrument to measure the relationships of RSQ and RTAs. A two phased approach was undertaken to determine face and content validity, and reliability of this instrument. The face and content validity were achieved by assembling a panel of academia and industry practitioners to ensure that wording of the items, and the development of the scale, were comprehensible for data inquiries. Reliability and internal consistency testing were achieved by employing the exploratory factor analysis (EFA) to model the interrelationships among items, and Cronbach’s alpha to evaluate the extent to which the items measure the same construct. Then, the instrument was pilot-tested by administration to a convenience-quota sample of 24 road users who stopped at the rest and service areas along the case study expressway. The results have pointed to the indication that the measurement instrument reached the accepted levels of internal reliability. Thus, it can be concluded that the developed instrument able to collect sound quality survey data and could enable the next stage of the study draws a valid and generalized conclusion. This paper highlighted the value of pilot testing in terms of improving the design of research studies that contributes to the development of best practices in RTAs research. Finally, the outcomes of the study should become a source for policy makers or local authorities to have better understanding of the safety outcomes of road service quality from which the prevention measures of RTAs could be improved.

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Section: Service Quality In Road Sectormentioning

confidence: 99%