Convenience of the Transaction (Digital)

What it measures

A four-item scale measuring the degree to which a digital self-service platform enables consumers to transact on their own schedule and from a location of their choosing. Items capture temporal flexibility (transact whenever and at a convenient time), locational convenience (from the comfort of home), and task-specific convenience (completing a task without needing to travel). Developed for research on self-service technology adoption, the scale focuses specifically on the access and timing dimensions of transactional convenience.

Response format

7-point Likert

Scale items

• This [technology] allows me to initiate a transaction whenever I choose.
• This [technology] allows me to initiate a transaction at a convenient time.
• I value the ability to initiate a transaction from the comfort of home.
• I like the ability to [complete task] without leaving home.

Full scale items shown. Always cite the original source when using this scale in research.

Usage notes & scoring

FILL-IN-THE-BLANK FORMAT: The short blank in items 1 and 2 should be replaced with the focal technology or platform name (e.g., 'website', 'mobile app', 'kiosk'); the longer blank in item 4 should be replaced with the specific task (e.g., 'pay a bill', 'check your balance'). Single reliability estimate: α = .922 — Collier & Sherrell (2010, main study, n = 500). VALIDITY: CFA confirmed adequate model fit; convergent and discriminant validity supported across all scales in the measurement model. NOTE: Scale was developed from a review of prior convenience literature and pretested before main data collection. Companion to the context-specific Technology Anxiety scale (ANXT1) from the same study.

Recommended companion scales

Citation

Collier, Joel E. and Daniel L. Sherrell (2010). Examining the influence of control and convenience in a self-service setting. Journal of the Academy of Marketing Science, 38(4), 490–509.

Keywords