Advanced Search
MyIDEAS: Login

(R)E-tail satisfaction: retail customer satisfaction in online and offline

Contents:

Author Info

  • Weijters, B.

    ()

  • Schillewaert, N.

    ()
    (Vlerick Leuven Gent Management School)

Abstract

Building on the e-Satisfaction model proposed by Szymanski and Hise (2000) and further validated by Evanschitzky, Iyer, Hesse, and Ahlert (2004), we develop an instrument to measure shopper satisfaction in online and offline retail contexts: the (R)E-Tail Satisfaction scale. Using data from an online (N=202) and an offline (N=441) grocery shopper sample, the instrument is shown to be fit for cross-channel evaluation of levels of satisfaction and its antecedents. We find full metric invariance (identical factor loadings), sufficient partial scalar invariance (identical item intercepts for at least two items per construct), as well as some interesting structural differences. Most notably, online shoppers evaluate the facets of retail satisfaction generally lower than do offline shoppers.

Download Info

If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
File URL: http://www.vlerick.be/en/2515-VLK/version/default/part/AttachmentData/data/vlgms-wp-2006-08.pdf
Our checks indicate that this address may not be valid because: 404 Not Found (http://www.vlerick.be/en/2515-VLK/version/default/part/AttachmentData/data/vlgms-wp-2006-08.pdf [301 Moved Permanently]--> http://www.vlerick.com/en/2515-VLK/version/default/part/AttachmentData/data/vlgms-wp-2006-08.pdf). If this is indeed the case, please notify (Isabelle Vandenbroere)
Download Restriction: no

Bibliographic Info

Paper provided by Vlerick Leuven Gent Management School in its series Vlerick Leuven Gent Management School Working Paper Series with number 2006-08.

as in new window
Length: 36 pages
Date of creation: 07 Apr 2006
Date of revision:
Handle: RePEc:vlg:vlgwps:2006-08

Contact details of provider:
Postal: Reep 1, 9000 Gent
Phone: +32 9 210 98 99
Fax: +32 9 210 97 00
Email:
Web page: http://www.vlerick.com
More information through EDIRC

Related research

Keywords:

This paper has been announced in the following NEP Reports:

References

No references listed on IDEAS
You can help add them by filling out this form.

Citations

Lists

This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.

Statistics

Access and download statistics

Corrections

When requesting a correction, please mention this item's handle: RePEc:vlg:vlgwps:2006-08. See general information about how to correct material in RePEc.

For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Isabelle Vandenbroere).

If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

If references are entirely missing, you can add them using this form.

If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.

If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.

Please note that corrections may take a couple of weeks to filter through the various RePEc services.