Scale development, or the design and re-finement of multi-item scales employed to measure the constructs are vital to empirical research in management information systems [16].
Establishing the validity of the scales is dependent first upon establishing that they are reliable measures [17].
One of the goals of this research study is to create reliable and valid multi-item scales for measuring the 12 constructs described in Section 2.
The content validity of these constructs was tentatively established by extensive literature reviews and interviews with managers and customers of technology-mediated services