Service Convenience Scale

What it measures

Measures five dimensions of service convenience — how easily and quickly consumers can use a service at different stages of the service encounter. Decision convenience (easy to select), Access convenience (easy to reach), Transaction convenience (easy to complete the purchase), Benefit convenience (easy to experience core service benefits), and Post-benefit convenience (easy to resolve issues after use). Foundational to omnichannel and digital service design research.

Representative items

• It is easy for me to decide on this service. (Decision)
• This service is easy to access when I need it. (Access)
• The transaction process for this service is easy. (Transaction)
• This service delivers its core benefit without trouble. (Benefit)
• It is easy to get follow-up assistance from this company after a purchase. (Post-benefit)

Citation

Berry, L.L., Seiders, K., & Grewal, D. (2002). Understanding service convenience. Journal of Marketing, 66(3), 1–17.