Reliability and validity test for employee rewards & customer service training and service recovery performance: mediation of organizational commitment in hotel industry

Abstract

In this study, reliability tests were checked using Cronbach Alpha. Validity tests were checked with all types of validities. Collected data were analysed using SPSS, Excell and AMOS. Results of the reliability revealed that items of rewards, customer service training, organizational commitment and service recovery performance are greater reliability. Convergent validity was measured by unstandardized regression weights (path significance), standardized regression weights (standardized factor loadings), average variance extracted and construct reliability. As per unstandardized regression weights, employee rewards have convergent validity problem. But, customer service training, organizational commitment and service recovery performance have higher convergent validity. In terms of average variance extracted, employee rewards has the problem of convergent validity. Customer service training and organizational commitment have moderate convergent validity. Service recovery performance has higher convergent validity. Results of construct reliability revealed that employee rewards has the problem of construct reliability. Customer service training and organizational commitment have moderate construct reliability. Service recovery performance has higher construct reliability. Results of discriminant validity revealed that values between employee rewards and customer service training; customer service training and organizational commitment; organizational commitment and service recovery performance are somewhat higher. But, all other variables and construct have lower values than others.