Abstract
Service quali1y questionnaires were administered using the same questions presented in different orders. Results indicate that questionnaire order affects both the relationships among service quality constructs and the factor structure of SERVQUAL.
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APA
DeMoranville, C. W., & Bienstock, C. C. (2015). Order Bias in the Application of the Servqual Instrument. In Developments in Marketing Science: Proceedings of the Academy of Marketing Science (pp. 36–41). Springer Nature. https://doi.org/10.1007/978-3-319-13084-2_8
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