A RELIABILITY TEST USED FOR THE DEVELOPMENT OF A LOYALTY SCALE
A RELIABILITY TEST USED FOR THE DEVELOPMENT OF A LOYALTY SCALE

Summary/Abstract: The development of a loyalty model involves the construction of a proper research instrument. For the loyalty model of the clients for financial services, the pre-testing of the research questionnaire represents a significant stage. This article presents the methodology used in this stage for testing the reliability of a loyalty scale. Firstly, this implies choosing the appropriate scales for each variable included in the suggested research model. Secondly, the internal consistency for each of these scales is measured as an indicator of their reliability. The reliability analysis described represents an essential stage in building a measurement instrument for a loyalty model.

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