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Management Science Letters

ISSN 1923-9343 (Online) - ISSN 1923-9335 (Print)
Quarterly Publication
Volume 8 Issue 5 pp. 455-474 , 2018

Developing a scale to measure employee service quality in Indian SMEs Pages 455-474 Right click to download the paper Download PDF

Authors: Surjit Kumar Gandhi, Anish Sachdeva, Ajay Gupta

DOI: 10.5267/j.msl.2018.3.005

Keywords: Employee Service quality (ESQ), Measurement scale, Small-medium manufacturing units, EFA, CFA, Reliability, Validity

Abstract: The objective of the present study is to bring out a multidimensional metric to measure service quality delivered by employees serving in Indian small & medium manufacturing enterprises. 144 executives working at top/middle level in different small-medium manufacturing units of north India responded to a questionnaire survey. The respondents were asked to assess service quality being delivered by the shop-floor workers serving their respective units on the 1-5 perception scale. Application of exploratory factor analysis resulted in an interpretable latent structure comprising of 5 determinants and 22 indicator items. Confirmatory factor analysis condensed this scale to bring out the final scale 4 determinants viz., Dependability, Agility, Professionalism and Understanding with 13 indicator statements. This scale thus emerged is tested for validity and reliability using established tools. The study provides a framework to SME managers to assess services of their workforce. It also contributes to researchers to build up more such metrics for similar situations in other sectors so that more concrete generalizations can be made.



How to cite this paper
Gandhi, S., Sachdeva, A & Gupta, A. (2018). Developing a scale to measure employee service quality in Indian SMEs.Management Science Letters , 8(5), 455-474.

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Journal: Management Science Letters | Year: 2018 | Volume: 8 | Issue: 5 | Views: 2431 | Reviews: 0

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