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How to develop a customer satisfaction scale with optimal construct validity

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  • Maarten Terpstra
  • Ton Kuijlen
  • Klaas Sijtsma

Abstract

In this article, we investigate how to construct a customer satisfaction (CS) scale which yields optimally valid measurements of the construct of interest. For this purpose we compare three alternative methodologies for scale development and construct validation. Furthermore, we discuss a satisfaction measurement application which is consistent with Messick’s (in: Linn (ed.) Educational measurement, 1989 ) construct validity theory. Following the deductive design for test development and construct validation, a multi-item measure for CS with a retail bank was developed. The measure was applied in survey research ( $$N$$ N = 1,689) within a Dutch retail bank. The items constituted a unidimensional scale, allowing the computation of scale scores. The tests of 11 hypotheses about scale-score characteristics demonstrated that the scale score represented the construct of CS well. Furthermore, the one-factor theory (e.g. Yi, in: Zeithaml (ed.) Review of marketing, 1990 ) of satisfaction/dissatisfaction was confirmed. An implication of this result is that satisfaction/dissatisfaction can be measured on one scale instead of two scales, one for satisfaction and one for dissatisfaction. The results demonstrate that the deductive design is an appropriate methodology for measure development and construct validation in applied psychological research. The article concludes that the multi-item measure is well-suited for CS measurement in retail banking and that customized satisfaction scales have advantages but also disadvantages compared to standardized scales. Copyright Springer Science+Business Media Dordrecht 2014

Suggested Citation

  • Maarten Terpstra & Ton Kuijlen & Klaas Sijtsma, 2014. "How to develop a customer satisfaction scale with optimal construct validity," Quality & Quantity: International Journal of Methodology, Springer, vol. 48(5), pages 2719-2737, September.
    • Handle: RePEc:spr:qualqt:v:48:y:2014:i:5:p:2719-2737
    DOI: 10.1007/s11135-013-9920-7
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    References listed on IDEAS

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    1. Kamran Iqbal & Hafiz Suliman Munawar & Hina Inam & Siddra Qayyum, 2021. "Promoting Customer Loyalty and Satisfaction in Financial Institutions through Technology Integration: The Roles of Service Quality, Awareness, and Perceptions," Sustainability, MDPI, vol. 13(23), pages 1-20, November.
    2. Rael Nkatha Mwirigi & Samuel Maina & Linda Kimencu, 2018. "Moderating Role of Demographics on the Relationship between Customer Relationship Management and Satisfaction of Commercial Banks’ Account Holders in Kenya," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 8(5), pages 688-706, May.
    3. Eriksson, Kent & Segerlind, Carin, 2024. "Higher bank customer satisfaction increases a bank’s revenue from the customer and the effect persists over several years: A study at the level of individual customer relationships," Working Paper Series 24/5, Royal Institute of Technology, Department of Real Estate and Construction Management & Banking and Finance, revised 18 Jun 2024.

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