Redefining service convenience: developing and validating the inclusive service convenience (INSCON) scale

Purpose 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. Design/methodology/approach 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. Findings 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. Originality/value 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.