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Replication of Internal Service Quality Battery : The Assessment of Its Reliability and Validity  

Kang, Gi-Du (School of Business Administration, Soongsil University)
Publication Information
Journal of Korean Society for Quality Management / v.34, no.2, 2006 , pp. 77-97 More about this Journal
Abstract
Internal marketing has been suggested as the approach for service organizations to be service-and customer-oriented; and the issues of internal service quality has been one of topics widely discussed in the internal marketing literature. While previous studies have attempted to develop the instrument assessing the internal service quality, ISQB(internal service Quality battery) developed by Kang et al.(2002), compared to other instruments have received some attention given its rigorous approach to measure the internal service quality. However, it has been noted that the validity of ISQB does not appear to be thoroughly examined while the reliability of the instrument seems to be secured. The current study attempts to readdress the psychometric properties of ISQB through the replication of the instrument. The empirical testing including confirmatory factor analysis and correlational analyses show that the instrument is reliable and valid in terms of its discriminant and nomological validity.
Keywords
Internal Marketing; Internal Service Quality; Psychometric Properties; Reliability; Convergent; Discriminant; Nomological Validity;
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