Missing responses in the pre-test phase
| Dimension | Non-response (n) | Non-response (%) | Item |
|---|---|---|---|
| PA | 28 | 31.11 | (PA4) Public areas (e.g. restrooms) are clean and comfortable |
| 25 | 27.78 | (PA6) The layout makes it easy to move around the store | |
| PI | 23 | 25.56 | (PI3) Customers feel safe in transactions with employees |
| 23 | 25.56 | (PI7) The store provides individualized attention to customers | |
| 30 | 33.33 | (PI9) Employees treat customers courteously over the phone | |
| PS | 41 | 45.56 | (PS1) The store willingly handles returns and exchanges |
| 28 | 31.11 | (PS2) When a customer has a problem, the store shows genuine interest in solving it | |
| 40 | 44.44 | (PS3) Employees are able to handle customer complaints directly and immediately | |
| POL | 25 | 27.78 | (POL2) The store provides sufficient and convenient parking |
| 23 | 25.56 | (POL5) The store offers its own credit card |
| Dimension | Non-response (n) | Non-response (%) | Item |
|---|---|---|---|
| PA | 28 | 31.11 | (PA4) Public areas (e.g. restrooms) are clean and comfortable |
| 25 | 27.78 | (PA6) The layout makes it easy to move around the store | |
| PI | 23 | 25.56 | (PI3) Customers feel safe in transactions with employees |
| 23 | 25.56 | (PI7) The store provides individualized attention to customers | |
| 30 | 33.33 | (PI9) Employees treat customers courteously over the phone | |
| PS | 41 | 45.56 | (PS1) The store willingly handles returns and exchanges |
| 28 | 31.11 | (PS2) When a customer has a problem, the store shows genuine interest in solving it | |
| 40 | 44.44 | (PS3) Employees are able to handle customer complaints directly and immediately | |
| POL | 25 | 27.78 | (POL2) The store provides sufficient and convenient parking |
| 23 | 25.56 | (POL5) The store offers its own credit card |
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