A generic instrument to measure customer satisfaction with the controllable elements of the in-store shopping experience
In this study an attempt is made to develop a generic instrument that could be used to measure customer satisfaction with the controllable elements of the in-store shopping experience. By closely following the most contemporary guidelines for scale development, and involving 11 063 respondents in four different surveys, the authors emerge with a 22-item instrument to measure satisfaction with the in-store shopping experience. The evidence of the psychometric properties of the proposed ISE instrument offered here is compelling in terms of its uni-dimensionality, with-in-method convergent validity, cross-validation of dimensions in a cross-validation sample, reliability of the instrument, its discriminant validity and its nomological validity.
Year of publication: |
2006
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Authors: | Terblanche, N. S. ; Boshoff, C. |
Published in: |
South African Journal of Business Management. - Cape Town : African Online Scientific Information Systems (AOSIS), ISSN 2078-5976. - Vol. 37.2006, 3, p. 1-15
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Publisher: |
Cape Town : African Online Scientific Information Systems (AOSIS) |
Saved in:
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