Perceived Justice Scale: Turkish Adaptation, Reliability and Validity Study

Abstract

Purpose – Perception of justice is defined as the fair perception of individuals or societies according to previously determined norms and the correct perception of other environmental situations. Negativities that occur regarding the product or service offered by a business to its customers are transmitted to the business as feedback depending on the perception of justice. This study aims to adapt the perceived justice scale from its original language to Turkish and to enable it to be used in other studies to be conducted in the field of service marketing. Design/methodology/approach – In the scale adaptation study to be conducted in order to measure and determine the sense of justice perceived by customers in the service sector, the Perceived Justice Scale, which was developed by adapting it from the study of Tax, Brown and Chandrashekaran (1998) and Javornik et al. (2020), was adapted to Turkish by conducting linguistic equivalence, reliability and validity studies with three sub-dimensions and 9 items, namely procedural justice (3 statements), interactional justice (3 statements) and distributive justice (3 statements). After the linguistic equivalence of the adapted form to Turkish was ensured, data were obtained from a total of 274 people from two different sample groups to test the construct validity of the scale. Explanatory Factor Analysis (EFA) and Confirmatory Factor Analysis (CFA) tests were performed on these data Findings – The Turkish adaptation was completed after the items prepared after a five-stage translation process in accordance with scientific methods, considering cultural differences, were applied to two sample groups as a questionnaire and the results were found to be within the acceptable fit values. The reliability and validity study of the data obtained from both samples was carried out with confirmatory factor analysis. The fact that the fit criterion values obtained in the model analyses were within the value ranges accepted in the literature showed that the scale adaptation study was successful in terms of reliability and validity. Discussion – In the reliability and validity study conducted regarding the scale, it was not necessary to remove items from the scales in either sample. In other words, the scales met the criteria with their original items. The validity status of the scale items is high and there is no problem in applying it to service users in Turkey. Appropriate scale values have been reached in terms of validity and reliability. It has been observed that the original three-dimensional structure of the Perceived Justice Scale has been preserved in the same way. It has been determined that the scale, whose validity and reliability criteria have been provided, is a suitable scale to be applied to service users in Turkey with its original items.