Measuring franchisees’ satisfaction: theoretical considerations and empirical testing
International Journal of Retail & Distribution Management
ISSN: 0959-0552
Article publication date: 1 October 2003
Abstract
Franchisees’ satisfaction is key to a franchise network’s continuance over the years. However, at the moment, no robust scale exists in order to assess franchisees’ satisfaction. The aim of the present study is to fill this gap by providing a reflection on the nature of franchisee satisfaction. In particular, we favor a managerial approach to satisfaction which should provide franchisers with an appropriate tool for assessing the satisfaction of their franchisees and provide a basis for guaranteeing long‐term survival of their network. The study was conducted in France over a representative sample of 401 franchises representing 32 franchise networks and covering all sectors. After a pre‐test phase, exploratory and confirmatory factor analyses were performed. The results led to a short, robust and predictive scale of franchisee job satisfaction.
Keywords
Citation
Gauzente, C. (2003), "Measuring franchisees’ satisfaction: theoretical considerations and empirical testing", International Journal of Retail & Distribution Management, Vol. 31 No. 10, pp. 508-517. https://doi.org/10.1108/09590550310497030
Publisher
:MCB UP Ltd
Copyright © 2003, MCB UP Limited