scholarly journals Measuring customer satisfaction with the controllable elements of the in-store shopping experience

2001 ◽  
Vol 32 (4) ◽  
pp. 11-20 ◽  
Author(s):  
N. S. Terblanche ◽  
C. Boshoff
Keyword(s):  
Customer Satisfaction ◽  
Convergent Validity ◽  
Discriminant Validity ◽  
Current Form ◽  
Five Dimensions ◽  
Long Term Study ◽  
Shopping Experience ◽  
Store Environment ◽  
The Individual

Evidence from various sources suggests that satisfaction with the individual components of an in-store shopping experience will result in customer satisfaction which will lead to customer retention and loyalty over the long term. It is argued that the in-store shopping experience (ISE) at store level consists of a variety of different dimensions that can be controlled by the retailer. This study reports on two phases of a long-term study on the controllable elements of the in-store shopping experience. Closely following the guidelines for multi-item scale development suggested by Churchill (1979) and based on the results of two empirical surveys, it is concluded that there are five dimensions of importance to consumers when assessing their satisfaction with an in-store shopping experience. These dimensions are merchandise value, personal interaction, merchandise variety, internal store environment and complaint handling. The proposed instrument in its current form demonstrates high levels of reliability, discriminant validity, convergent validity and construct validity.

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

2006 ◽  
Vol 37 (3) ◽  
pp. 1-15 ◽  
Author(s):  
N. S. Terblanche ◽  
C. Boshoff
Keyword(s):  
Customer Satisfaction ◽  
Scale Development ◽  
Psychometric Properties ◽  
Convergent Validity ◽  
Discriminant Validity ◽  
Cross Validation ◽  
Validation Sample ◽  
Generic Instrument ◽  
Shopping Experience ◽  
Nomological Validity

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.

scholarly journals Development of the Adult Pandemic Attitude Scale (A-PAS)

2021 ◽  
Vol 18 (12) ◽  
pp. 6311
Author(s):  
Mihyeon Seong ◽  
Juyoung Park ◽  
Soojin Chung ◽  
Sohyune Sok
Keyword(s):  
Construct Validity ◽  
Convergent Validity ◽  
Discriminant Validity ◽  
Item Analysis ◽  
Preliminary Investigation ◽  
Attitude Scale ◽  
Face Validity ◽  
Validity And Reliability ◽  
Five Dimensions ◽  
Development Step

This study aimed to develop an instrument for measuring the attitudes that reflect the characteristics of the pandemic (Adult Pandemic Attitude Scale (A-PAS)) and verifying its validity and reliability. This study used a methodological research design and was conducted with a development step and an evaluation step. The development step included development of preliminary items, content validity, face validity, and preliminary investigation. The evaluation step included item analysis, construct validity, convergent validity, discriminant validity, criterion validity, factor naming, reliability, and completion of the final instrument. The A-PAS developed in this study consisted of a total of 20 items in five dimensions. The internal consistency of 20 items of the A-PAS, Cronbach’s α was 0.92 for 20 items, Cronbach’s α for each factor, a subscale of instrument, was 0.61~0.87 and Raykov’s p coefficient of each factor, which is a subscale of the tool, was found to be 0.60 to 0.88. Analysis of construct validity showed the results as follows: χ2 (p) = 134.05 (p < 0.001), RMSEA = 0.02, RMR = 0.02, GFI = 0.94, CFI = 0.99. The study findings suggest that the developed instrument can be utilized to measure the attitudes of adults toward pandemics, and reflect the reality of the pandemic situation. The outcomes can be used as valuable data for intervention, prevention activities, and policy preparation. The instrument will be applied in the event of a pandemic, such as COVID-19, and will be helpful in promoting the health of the people.

scholarly journals DARBUOTOJŲ PSICHOLOGINIS ĮGALINIMAS: LIETUVIŠKOJO TYRIMO METODO PSICHOMETRINĖS CHARAKTERISTIKOS

Psichologija ◽  
2013 ◽  
Vol 47 ◽  
pp. 44-60
Author(s):  
M. Tvarijonavičius ◽  
D. Bagdžiūnienė
Keyword(s):  
Intrinsic Motivation ◽  
Psychometric Properties ◽  
Convergent Validity ◽  
Discriminant Validity ◽  
Psychological Empowerment ◽  
Reliability And Validity ◽  
Future Research ◽  
Internal Reliability ◽  
Five Dimensions ◽  
Motivation Scale

Straipsnyje analizuojama darbuotojų psichologinio įgalinimo problema, pristatomas lietuviškas psichologinio įgalinimo vertinimo klausimynas ir jo psichometrinės charakteristikos. Metodas parengtas dviem etapais, naudojant empirinę skalių konstravimo strategiją. Pirmajame etape, taikant grupinio interviu ir ekspertinio vertinimo metodus, parengti psichologinio įgalinimo vertinimo teiginiai. Antrajame etape atliktas empirinis tyrimas (dalyvavo 189 tiriamieji, reprezentuojantys 8 Lietuvos organizacijas). Remiantis jo rezultatais parengtas lietuviškas psichologinio įgalinimo vertinimo klausimynas. Tiriamosios faktorių analizės metodu išskirti penki faktoriai: prasmė, entuziazmas, sprendimų priėmimas, autonomija ir pasitikėjimas kompetencija. Klausimynas pasižymi dideliu vidiniu patikimumu (bendras Cronbacho α = 0,909, atskirų subskalių nuo 0,755 iki 0,880), dideliu konvergentiniu ir diskriminantiniu konstrukto validumu tiek viso klausimyno, tiek atskirų penkių skalių lygmeniu.Pagrindiniai žodžiai: psichologinis įgalinimas, psichologinio įgalinimo klausimynas, patikimumas, validumas.EMPLOYEE PSYCHOLOGICAL EMPOWERMENT: PSYCHOMETRIC PROPERTIES OF THE LITHUANIAN QUESTIONNAIREMantas Tvarijonavičius, Dalia Bagdžiūnienė SummaryEmployee psychological empowerment is treated as a multidimensional construct manifesting in several dimensions. It has been researched for several decades using various scales depending on the definition of psychological empowerment chosen by a reasercher. However, there is a lack of widely applicable, compact instruments for a reliable and valid assessment of psychological empowerment. Furthermore, there has been a lack of empowerment research in Lithuania. Therefore, the purpose of this study is to construct a Lithuanian psychological empowerment questionnaire and to evaluate its psychometric properties (reliability and validity).The strategy of the empirical construction of a questionnaire was used. At first, statements to describe the concept of psychological empowerment were generated, using group interviews and expert evaluation. Fifteen final items were included into the Lithuanian Psychological Empowerment Questionnaire (LPEQ). Then, an empirical research was performed: 189 respondents from 8 organizations filled up the LPEQ, G.M. Spreizer (1995) Psychological Empowerment Questionnaire (PEQ), B. E. Ashforth (1990) Helplessness Scale, Intrinsic Motivation Scale (Warr et al., 1979), and socio-demografic questions.The results of the study have revealed that the LPEQ has a high internal reliability (Cronbach α = 0.909). Five factors were extracted using the exploratoryfactor analysis, three items each. Psychological empowerment was defined based on five dimensions: meaning, enthusiasm, decision making, authonomy, and trust in competence. The Cronbach α was between 0.755 and 0.880 for the dimension level. These five dimensions show support for the existing models of psychological empowerment (Spreitzer, 1995; Menon, 2001), but also they supplement these models with for instance, the dimension of enthusiasm.The convergent validity of the LPEQ was confirmed by strong correlations (p < 0.01) between the LPEQ and the PEQ subscales, and the Intrinsic Motivation Scale. It was supported by a negative correlation between the LPEQ subscales and the Helplessness Scale. Based on the analysis of correlations, the discriminant validity of the LPEQ dimensions’ levels was confirmed.In conclusion, the Lithuanian Psychological Empowerment Questionnaire (LPEQ) can be characterized as an instrument with appropriate psychometricproperties for the use in research and practice. Directions for the future research in the field have been offered.Key words: psychological empowerment, psychological empowerment questionnaire, reliability, validity.

Customer Satisfaction via Service Quality Dimensions

2016 ◽  
pp. 1829-1846
Author(s):  
Gyaneshwar Singh Kushwaha ◽  
Shiv Ratan Agrawal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Convergent Validity ◽  
Discriminant Validity ◽  
Future Research ◽  
Validity And Reliability ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Improve Service Quality ◽  
The Relationship

The purpose of the study is to measure the customer satisfaction via service quality dimensions as a whole and individually in the context of stock broking services. A non probability convenient sampling approach has been used in the study. Respondents have been restricted to those who have the experience of trading in stock market through stock brokers. The sample consisted of 229 valid individual customers from Bhopal (MP), India through structured self-administrated questionnaire. Convergent validity, discriminant validity and reliability of the collected data were measured before testing of the research model. An exploratory factor analysis has been conducted using principal components analysis to determine the dimensions of financial service quality. A linear regression was performed to test the relationship between the service quality dimensions and customer satisfaction. The findings suggest that service quality as a whole and individually have a significant impact on customer satisfaction. The results of the study provide useful information for managers to improve service quality which leads to customer satisfaction. The findings were solely on stock broking services from Bhopal (MP) in India which impacts its generalisability. Replication of the present study might be required in other stock broking markets, to improve generalisability using larger samples. Another potential area for future research could be the link between service quality dimensions, customer satisfaction and customer loyalty and customer retention at stock broking services. The study is important considering the economic advantages of satisfying and retaining current customers as opposed to seeking for new customers which is essential in stock broking services. The paper contributes to the literature on stock broking services in India.

scholarly journals The controllable elements of the total retail experience: A study of clothing shoppers

2003 ◽  
Vol 6 (1) ◽  
pp. 143-158 ◽  
Author(s):  
N. S. Terblanche ◽  
C. Boshoff
Keyword(s):  
Data Analysis ◽  
Scale Development ◽  
Retail Store ◽  
Major Objective ◽  
Five Dimensions ◽  
Personal Interaction ◽  
Complaint Handling ◽  
Shopping Experience ◽  
Clothing Store ◽  
Store Environment

Retail clothing stores continually have to adapt to marketplace demands to remain competitive. Customer retention has become a major objective for many clothing retailers. This study combines the management of a number of the controllable personal and non-personal elements that a customer are exposed to and interacts within a retail store, as part of the shopping experience. The data analysis procedures closely followed the guidelines for scale development suggested by Churchill (1979). The empirical results suggest that there are five dimensions considered important by consumers when assessing their satisfaction with a total retail experience in a clothing store. These are: merchandise value, internal store environment, personal interaction with staff, merchandise variety and complaint handling.

Customer Satisfaction via Service Quality Dimensions

2014 ◽  
Vol 5 (3) ◽  
pp. 32-48 ◽  
Author(s):  
Gyaneshwar Singh Kushwaha ◽  
Shiv Ratan Agrawal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Convergent Validity ◽  
Discriminant Validity ◽  
Future Research ◽  
Validity And Reliability ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Improve Service Quality ◽  
The Relationship

The purpose of the study is to measure the customer satisfaction via service quality dimensions as a whole and individually in the context of stock broking services. A non probability convenient sampling approach has been used in the study. Respondents have been restricted to those who have the experience of trading in stock market through stock brokers. The sample consisted of 229 valid individual customers from Bhopal (MP), India through structured self-administrated questionnaire. Convergent validity, discriminant validity and reliability of the collected data were measured before testing of the research model. An exploratory factor analysis has been conducted using principal components analysis to determine the dimensions of financial service quality. A linear regression was performed to test the relationship between the service quality dimensions and customer satisfaction. The findings suggest that service quality as a whole and individually have a significant impact on customer satisfaction. The results of the study provide useful information for managers to improve service quality which leads to customer satisfaction. The findings were solely on stock broking services from Bhopal (MP) in India which impacts its generalisability. Replication of the present study might be required in other stock broking markets, to improve generalisability using larger samples. Another potential area for future research could be the link between service quality dimensions, customer satisfaction and customer loyalty and customer retention at stock broking services. The study is important considering the economic advantages of satisfying and retaining current customers as opposed to seeking for new customers which is essential in stock broking services. The paper contributes to the literature on stock broking services in India.

scholarly journals The measurement of consumer satisfaction with selected elements of the total retail experience: An exploratory study of fast food and supermarket retailers

2001 ◽  
Vol 4 (1) ◽  
pp. 99-117
Author(s):  
N. S. Terblanche ◽  
C. Boshoff
Keyword(s):  
Customer Satisfaction ◽  
South African ◽  
Fast Food ◽  
Consumer Satisfaction ◽  
Shopping Experience ◽  
Fast Food Restaurants ◽  
The Individual ◽  
Retail Shopping ◽  
The Impact ◽  
The Relationship

Although attempts have been made to identify some of the dimensions of retail shopping experience, these have been largely fragmented and uncoordinated. No attempt has yet been made to combine the efforts of many retailing students into a comprehensive model that accurately describes the total retailing experience. Also, very little is known about the relationship between the individual dimensions of retail shopping and customer satisfaction. This study attempts to reduce this gap in South African retailing literature by, first modelling the total retailing experience and, then, assessing the influence of selected individual retailing dimensions on customer satisfaction. It also investigates whether the impact of these dimensions of the retailing experience differs between fast food restaurants and supermarket retailers. The empirical results suggest a fairly consistent pattern of relationships between fast food restaurants and supermarkets.

On the calculation of reference change values, with examples from a long-term study

1993 ◽  
Vol 39 (7) ◽  
pp. 1398-1403 ◽  
Author(s):  
J M Queraltó ◽  
J C Boyd ◽  
E K Harris
Keyword(s):  
Serial Correlation ◽  
Original Method ◽  
Repeated Measurements ◽  
Term Study ◽  
Simplified Approach ◽  
Long Term Study ◽  
True Variance ◽  
The Individual ◽  
Repeated Test

Abstract Reference change values (sometimes called critical differences) indicate statistically important changes between test values obtained on two occasions. They are commonly computed from the median (or mean) within-subject variance observed in repeated test measurements on a number of subjects. With this computational approach, all observed within-subject variances are assumed to be estimates of a constant true variance, the same for all individuals. Moreover, any possible correlation between successive values is almost always ignored. This simplified methodology differs from the method originally proposed for computing reference change values, which accounts for variability in true variances and for serial correlation. From data obtained from repeated measurements over 2 to 5 years in 72 physically healthy subjects, we computed and compared reference change values in 18 serum analytes, using the simplified method and the originally proposed procedure. Although the original method is more complicated and requires a computer program, we believe that it produces more-reliable reference change values than those obtained by the simplified approach. The former are generally larger, but remain sensitive to clinically important changes in the individual.

scholarly journals STUDENTS SATISFACTION TOWARD INDUSTRIAL TRAINING PLACEMENT SERVICES

2020 ◽  
Vol 2 (4) ◽  
pp. 01-18
Author(s):  
Zahari Mohamed ◽  
Samihah Saad Haji Ismail ◽  
Nizamuddin Zainuddin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Training Session ◽  
Strong Relationship ◽  
Industrial Training ◽  
Five Dimensions ◽  
The Individual ◽  
Students Satisfaction

This study was conducted to measure the effectiveness of quality management of industrial training management services by CUIC UUM. The study essentially utilizes the SERVQUAL service quality study model as a theoretical framework and the development of questionnaires. The questionnaires contained demographic information and 49 measurement items. Fieldwork was conducted from June 2014 to January 2015, i.e. the training session of the UUM’s student industry training or the respondents. The unit of analysis used is the individual, who is a UU CUIC customer. A total of 827 questions were analyzed. The results show that there is a strong relationship between the quality of service quality produced by CUIC UUM with the level of customer satisfaction. The five dimensions of service quality, namely reliability, assurance, empathy, sensitivity, and reliability as well as the role of marketing or promotion communication indicate the varying strengths of relationships in influencing customer satisfaction of service dominating organizations such as CUIC UUM.

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