Toward a measure of service convenience: multiple‐item scale development and empirical test

Abstract

PurposeThe purpose of this paper is to report on the development and nomological testing of a 17‐item scale measuring the five dimensions of service convenience (decision, access, transaction, benefit, and post‐benefit) as proposed by Berry, Seiders, and Grewal.Design/methodology/approachA cross‐sectional survey methodology was used to collect the data.FindingsReliability and validity assessments provided evidence of the scale's psychometric validity. Service convenience was found to be a significant predictor of overall satisfaction in the context of personal cellular telephone and internet usage.Research limitations/implicationsThis study uses a student sample which may limit its generalizability to other respondents. Also, the cross‐sectional survey methodology does not allow for the investigation of causation. Future research should investigate other contexts outside of the cellular and internet services examined in this study and across a broader sample. Furthermore, the ability to retrospectively rate service convenience, the trade‐off between price and convenience, and the continuum of convenience need to be investigated further.Originality/valueThis study provides psychometrically valid scales to measure service convenience as conceptualized by Berry et al..