Original Research

A generic instrument to measure customer satisfaction with the controllable elements of the in-store shopping experience

N. S. Terblanche, C. Boshoff
South African Journal of Business Management | Vol 37, No 3 | a603 | DOI: https://doi.org/10.4102/sajbm.v37i3.603 | © 2018 N. S. Terblanche, C. Boshoff | This work is licensed under CC Attribution 4.0
Submitted: 10 October 2018 | Published: 30 September 2006

About the author(s)

N. S. Terblanche, Department of Business Management, University of Stellenbosch, South Africa
C. Boshoff, Department of Business Management, University of Stellenbosch, South Africa

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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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