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n South African Journal of Business Management - A generic instrument to measure customer satisfaction with the controllable elements of the in-store shopping experience

Volume 37, Issue 3
  • ISSN : 2078-5585

Abstract

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.

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/content/busman/37/3/EJC22317
2006-09-01
2019-08-24

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