Measurement and Scaling(3) (1).pptx

# Measurement and Scaling(3) (1).pptx - Measurement Scaling...

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Measurement, Scaling and Questionnaire s CHAPTER 7 AND CHAPTER 8

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Few Important Things 1. You can start working on Assignment 1 Due on Oct 13 by 10AM It should be either printed or hand written You can leave your assignment in the containers dedicated to your class, outside my office (495) Assignment 1 was provided along with the syllabus, but I have again uploaded it on blackboard I will upload the grading rubric today by 9PM 2. No Class on Oct 5 3. If you want to know your iClicker Poll scores and your attendance (till Oct 2), you can meet me during office hours on Friday (Oct 6) or Wednesday (Oct 11)
Topics o Measurement o Basic Levels of Measurement o Measuring a construct o Reliability and validity of measurement o Types of scales o Questionnaires

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Nominal Scales Nominal Scales Ordinal Scales Ordinal Scales Interval Scales Interval Scales Rato Scales Rato Scales Levels of Measurement (NOIR) – Session 2 10/31/17 4
Construct Measurement (Conceptual Model - Session 7) Attitude Service Quality Assuranc e Empath y Reliability Tangible s Responsivenes s Behaviora l Affectiv e Cognitiv e x 1 x 2 x1 x2 x3 x4 x1 x5 x1 x4 x1 x5 x1 x4 x1 x2 x1 x2

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iclicker poll 6 As a performance measure, competitive advantage is a construct. A. True B. False
iclicker poll 7 As a performance measure, market share is a construct. A. True B. False

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Validity and Reliability of Measurement 8 Our Aim is to Measure the Concept represented by the center Validity is whether we are measuring the right thing Reliability is whether we can get the same results with our measurement again and again
How to Increase Reliability and Validity of a Measure 9

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NATIONAL INSURANCE CO.’S SERVQUAL/SERVPERF DIMENSIONS AND ITEMS (Parasuraman, Grewal, and Krishnan, 1991) 10 Measuring Service Quality To Increase the Reliability and Validity of a Scale use mult- dimensional (to increase validity) and multple items for each dimension (to increase reliability) Reliability 1. When National promises to do something, it does so. 2. When you have a problem, National shows a sincere interest in solving it. 3. National performs the service right the first time. 4. National provides its services at the time it promises to do so. 5. National maintains error-free records.
NATIONAL INSURANCE CO.’S SERVQUAL/SERVPERF DIMENSIONS AND ITEMS (Parasuraman, Grewal, and Krishnan, 1991) 11 Measuring Service Quality To Increase the Reliability and Validity of a Scale use mult- dimensional (to increase validity) and multple items for each dimension (to increase reliability) Empathy 1. National treats you with care. 2. National has operating hours convenient to all its policyholders. 3. National has employees who give you personal attention. 4. National has your best interest in mind.
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