Pilot study
A pilot study with a convenience sample of college students was conducted to assess
the reliability of the questionnaire developed. Two hundred invitations to participate in
the study were sent. A total of 92 responses were received and 70 qualified for the
study based on the completion and qualifying questions. These responses were used to
check the reliability of the instrument using Cronbach’s Alpha. The analysis yielded
percentages between 87.8 and 91.6 percent demonstrating high reliability. Independent
sample t-test revealed no significant difference between the mean service quality scores
provided by the pilot and the main groups. Based on that, the researchers concluded
that the sample would not suffer from bias if we included the pilot stage responses in
the study.