Measuring Service Convenience for Korean Retail Stores: Scale Development and Empirical Testing

Mi, J. K. , & Park，, C. (2014). Measuring Service Convenience for Korean Retail Stores: Scale Development and Empirical Testing. , 12(9), 95-99, https://doi.org/10.15722/jds.12.9.201409.95

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Abstract

Purpose- This study aims to develop and empirically test amulti-dimensional service convenience scale with the dimensionsand measurement items of service convenience perceived byKorean consumers in retail contexts. Research design, data, and methodology- The study adoptsthe framework suggested by Berry et al. (2002) and conceptualizes service convenience as a second-order reflectiveconstruct comprising 31 items. Three department store chains(Hyundai, Lotte, and Shinsegae) and three discount store chains(E-mart, Homeplus, and Lotte Mart) were involved 510 valid responses were used for the empirical testing. Results- The measurement model is acceptable for internalconsistency, convergent validity, and discriminant validity. Further, the structural model results show that service convenience is positively related to satisfaction. Results of the rivalmodel comparison indicate that the proposed second-order factormodel provides a better fit to the data than both the five-factorand the one-factor model. Conclusions - The multi-dimensional, second-order conceptualization of service convenience is robustly supported. Thisstudy provides psychometrically valid scales to measure serviceconvenience in retail contexts as conceptualized by Berry et al. (2002).

keywords: Service Convenience, Retail Store, Customer Satisfaction

Reference

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Article Contents

Vol.12 No.9

Measuring Service Convenience for Korean Retail Stores: Scale Development and Empirical Testing

Abstract

Reference

The Journal of Distribution Science