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.
