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Development and Validation of a Perceived Business Quality Measurement Instrument

Summary: [This abstract is based on the authors' abstract.]

The authors propose the concept of perceived business quality (PBQ) and a methodology for constructing and validating an instrument for measuring it. A validated measurement tool using the structural equations models methodology is advanced. PBQ is found to reflect perceived business quality, perceived service quality, and business orientation toward quality. The measurement instrument indicates a high degree of reliability and construct validity, providing a basis for relating business quality with customer behavior.

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