I am trying to measure companies performance using SERVQUAL. my dependent variable is company performance. with just one question from customers related to company performance can I measure.
I read it in Aaker, Kumar and Day Book of Marketing Research 9th edition, that many companies measure it in this. Could not find any article. it would be great if any one can share references. Thank you
Dear Muhammad:
Here you have a highly cited paper in which a single-item measure is used to assess company performance.
Dess, G. G., & Robinson Jr, R. B. (1984). Measuring organizational performance in the absence of objective measures: the case of the privately‐held firm and conglomerate business unit. Strategic management journal, 5(3), 265-273.
Theoretically you can. However, practically speaking you should not. I guess you are trying to develop some self-developed questionnaires. If possible try to include multiple questions. It is really a rarity that a single question will cover all the aspects that you are trying to cover through it. Also you should use the relevant statistical measures to ensure the questionnaire validity and consistency.
@Debajyoti Pal, Thank you so much. Yes i also want to do construct validity and reliability analysis. This is the reason i am asking this. Can it be done through SEM?
I think he wants to use SEM because of the multi-item nature of some constructs in their study.
@Debajyoti Pal, I want to SEM because I have multi item variables as independent variable. I want to see overall model fitness but my dependent variable is company performance.
@Alejandro Ros- Galvez thank you so much for understanding my question and sharing the reference in your earlier answer.
I think multiple items give scope for further research and publications.
Since your plan is to use SEM i would advice you to use multiple items measurements in order to obtain fit model . further more, you will have an opportunity to do factor reduction to get a much better model fit .
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