A generic instrument to measure customer satisfaction with the controllable elements of the in-store shopping experience
South African Journal of Business Management
| Field | Value | |
| Title | A generic instrument to measure customer satisfaction with the controllable elements of the in-store shopping experience | |
| Creator | Terblanche, N. S. Boshoff, C. | |
| Description | 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. | |
| Publisher | AOSIS | |
| Date | 2006-09-30 | |
| Identifier | 10.4102/sajbm.v37i3.603 | |
| Source | South African Journal of Business Management; Vol 37, No 3 (2006); 1-15 2078-5976 2078-5585 | |
| Language | eng | |
| Relation |
The following web links (URLs) may trigger a file download or direct you to an alternative webpage to gain access to a publication file format of the published article:
https://sajbm.org/index.php/sajbm/article/view/603/533
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