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Next, statistical analysis supports dimensionality, reliability, factor structure, and validity assessment, resulting in an 18-item scale across six factors. 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Ekiz1 and Ali Bavik2  \n1 Hong Kong Polytechnic University, Hong Kong  \n2Cyprus International University, Cyprus  \n[erdogan.ekiz@gmail.com](erdogan.ekiz@gmail.com)  \nAbstract: This paper aims to provide an example for developing a measurement scale by using car rental services as a case. To do so, both qualitative and quantitative methods are utilized in three fundamental stages recommended by Churchill (1979) and Parasuraman, Zeithaml & Berry (1988) . In following their footsteps, the first qualitative research was undertaken in the form of 23 in-depth interviews which produced 61 items that described user perceptions. Then, a quantitative study was undertaken to purify the scale items, examine dimensionality, reliability, factor structure and validity. After a rigorous statistical analysis an 18-itemed scale with six factors emerged. The paper also introduces the setting of the research and presents need for scale development briefly which is followed by discussion, implications and limitations.  \nKeywords: Scale development, measurement, fundamental stages, value of fit measures, models, car rental services, North Cyprus.  \n1. Introduction  \nQuestionnaires are the most commonly used method of data collection in field research and over past several decades hundreds of scales have been developed to assess various attitudes, perceptions and opinions of customers, employees, managers so on to examine hypothesized relationships with other constructs or behaviors (Hinkin, 1995) . Some of these scales had validity and reliability problems thus were not accepted and used in literature. On the other hand, some scales like SERVQUAL developed by Parasuraman, Zeithaml and Berry (1988) are widely cited and replicated, yet had criticized by some researches (for instance, Cronin and Taylor, 1992; 1994) . For a scale to be successful, it should have a sound literature support and should survive various rigorous statistical tests like validity and reliability. To do so, this study utilizes both qualitative and quantitative methods in three fundamental stages recommended by Churchill (1979) and Parasuraman, Zeithaml & Berry (1988) .  \nTourism is one of the most thriving sectors in the world. World Tourism Organization (UNWTO, 2006) has reported that international arrivals have reached an all time record of 808 million tourists, with a 5 percent increase, in 2005. Especially among the other means of transport systems such as railway, air and water 45% of tourists preferred to use land as a means which suggests around 350 million tourist arrivals were correspond to trips, visiting friends and relatives, health, leisure, recreation reasons with available rent-a car services, buses, taxies and so forth (UNWTO, 2006) . The transportation services have an important role in tourism since the essence of tourism requires some sort of movement from-to or in between locations. Car rental agencies, along with many other factors, have played a vital role in increasing the ease of transportation by providing a service where tourists can easily travel within their destinations. In this sense, car rental service is important for tourist satisfaction, retention and the expansion and capacity of rent a car business in the tourism industry in the international markets. Thus, the car rental service is preferred as an example to show the steps of scale development process. Besides, there is a need for both an industry specific and a country/culture specific quality measurement for different services (Churchill & Peter, 1980; Mattila, 1999; Hofstede, 2001; Yavas & Konyar, 2002; Ozer, 1999), which is also valid for rent a car business as an important part of the tourism and travel processes.  \nThere will be five sections in this study. First, conceptualization and operationalization of service quality measures in literature will be discussed briefly. Second, the steps in developing new s","cbCain8uN4I448vE","https://ap.wps.com/l/cbCain8uN4I448vE","pdf",460868,14,"English","# Introduction\n## Service quality measurement background\n# Relevant literature\n## Service quality conceptualization and SERVQUAL","[{\"question\":\"What is the main goal of the study?\",\"answer\":\"The study aims to provide an example of developing a measurement scale using car rental services as the case.\"},{\"question\":\"How were qualitative and quantitative methods used in the scale development process?\",\"answer\":\"Qualitative work used 23 in-depth interviews to generate 61 perception items, and quantitative work then purified items and tested dimensionality, reliability, factor structure, and validity.\"},{\"question\":\"What is the final outcome of the scale development?\",\"answer\":\"An 18-item scale emerged with six factors after rigorous statistical analysis.\"}]","Scale Development Process - Service Quality in Car Rental Services - Article | PDF",1789450921,35]