SERVPERF (Cronin & Taylor)
Marketing & SalesReliability: alphas 0.74–0.863 sample items
About this scale
A 22-item performance-only adaptation of SERVQUAL, removing the expectation items. Often produces equivalent or better validity than the gap-based SERVQUAL.
Sample item(s)
“Excellent service-providers will have modern-looking equipment (tangibles)”
“When excellent service-providers promise to do something by a certain time, they will do it (reliability)”
“Employees of excellent service-providers will give prompt service (responsiveness)”
Reliability
Reported internal consistency: alphas 0.74–0.86. As a rule of thumb, Cronbach’s α ≥ .70 is considered acceptable, ≥ .80 good, and ≥ .90 excellent for established measures.
Notes
Foundational performance-only service-quality measure.
Source & citation
Cronin, J. J., & Taylor, S. A. (1992): Measuring service quality: A reexamination and extension. Journal of Marketing, Vol. 56, No. 3, pp. 55–68.
Source. Scale details are summarised from the publication cited above. Always consult the original source for the full item set, scoring, and permission to use.
Use it in your research
Need to check the reliability or psychometrics of this scale in your own data? Use the free DrAIStudio research tools:
Cronbach’s alpha calculator
All statistical calculators
Search the full Scale Atlas
Academic writing humanizer