Service Expectation Index: A Discussion of Confirmatory Analysis and Factor Analysis as Methods of Index Testing and Refinement

Abstract

Researchers commonly use Exploratory Factor Analysis to help produce a valid yet parsimonious index. Another technique, Confirmatory Factor Analysis, provides a subsequent direction and additional insights into the task of developing an index that has validity, reliability and utility. Utilizing the Service Expectation Index (designed to measure consumers' expectations for service quality in hotels) as a vehicle, this paper compares the two analytical techniques. Implications for hospitality research are presented.