摘要：The objective of the present study is to bring out a multidimensional metric to measure service
quality delivered by employees serving in Indian small & medium manufacturing enterprises. 144
executives working at top/middle level in different small-medium manufacturing units of north
India responded to a questionnaire survey. The respondents were asked to assess service quality
being delivered by the shop-floor workers serving their respective units on the 1-5 perception scale.
Application of exploratory factor analysis resulted in an interpretable latent structure comprising
of 5 determinants and 22 indicator items. Confirmatory factor analysis condensed this scale to
bring out the final scale 4 determinants viz., Dependability, Agility, Professionalism and Understanding
with 13 indicator statements. This scale thus emerged is tested for validity and reliability
using established tools. The study provides a framework to SME managers to assess services of
their workforce. It also contributes to researchers to build up more such metrics for similar situations
in other sectors so that more concrete generalizations can be made.
关键词：Employee Service quality (ESQ)
Measurement scale
Small;medium manufacturing
units
EFA
CFA
Reliability
Validity
