PSYCHOMETRIC EVIDENCE OF THE DIMENSIONS OF SERVICE QUALITY IN AN URBAN NEIGHBORHOOD
DOI:
https://doi.org/10.21171/ges.v15i41.3520Keywords:
Urban management, Urban planning, Quality of services in the neighborhood, Scale of dimensions of the quality of services in the neighborhood, Life qualityAbstract
This study aims to develop and validate a scale related to the quality of services in a neighborhood from the perspective of people living in the south and east areas in Natal, the capital of the Brazilian state of Rio Grande do Norte. Based on the concept and theory of urban management, marketing, and residential satisfaction, this study presents a measurement scale on the dimensions of the quality of services in the neighborhood as a way to contribute to its urban management, and therefore to the management of the cities, helping in government planning and decision making, promoting well-being, quality of life and services and welcoming urban environments to capture public and private investments. The study used a quantitative, descriptive, and correlational methodology through a survey. Data collection was done through a structured questionnaire, and it reached 701 respondents, which were distributed in four samples. For data analysis, a study was adopted into three steps: 1) descriptive statistics and content representation, 2) exploratory analysis, and 3) confirmatory analysis of the factorial structure. The results showed that the Dimensions of Service Quality in the Neighborhood (DQSB) scale was consistent in its 4-factor structure, with no differences between urban areas due to this construct measurement, proving that they have the same level of service quality.
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