This study redefines service convenience through the development and validation of the inclusive service convenience (INSCON) scale, a multidimensional construct that operationalizes accessibility, social inclusion, assistance, safety and empowerment within service delivery for individuals with mobility-related disabilities. The purpose of this study is to extend traditional convenience models by embedding principles of equity and capability expansion.
A two-phase mixed-method design was used. In study one, scale items were generated through semistructured interviews and a literature review, followed by exploratory factor analysis. In study two, the scale was validated through confirmatory factor analysis using partial least squares structural equation modeling, assessing a second-order reflective–formative model. Nomological and predictive validity were confirmed via the scale’s relationship with tourist satisfaction.
The final INSCON scale consists of 19 items across five conceptually defined dimensions: accessibility, social inclusion, assistance, safety and empowerment. The model demonstrated strong psychometric properties, theoretical coherence with capability theory and a significant positive effect on tourist satisfaction, confirming both its validity and practical relevance.
INSCON is the first empirically validated scale to conceptualize service convenience through the lens of inclusion and capability. It offers a novel contribution by bridging gaps in service literature, extending the service convenience (SERVCON) model and providing a structured tool for service audits, inclusive design and policymaking in tourism and related sectors.
