Using four statements with a seven-point response format, the scale measures the likelihood that a customer would travel on a certain airline again in the future. Wagner, Hennig-Thurau, and Rudolph (2009) called it loyalty intentions. The scale is phrased hypothetically because participants were responding to a fictional scenario.
The scale uses four, seven-point items to measure the degree to which a customer believes there are benefits to using a particular service because it makes a certain activity easier to accomplish.
The scale has three, five-point Likert-type statements that measure the extent to which a customer believes an airline has policies for satisfactorily addressing problems that arise as part of providing its service.
A customer's probability of using a particular airline in the future is measured with a scale composed of four, ten-point items.
This five-item, seven-point scale measures several aspects of an airline flight experience so as to provide an overall sense of the perceived quality of the service.
The quality of the meal served during a flight is measured with three, seven-point items. As administered by Taylor and Claxton (1994), the survey (including this scale) was taken toward the end of the flight.
This four-item, seven-point scale is used to measure some aspects of quality an airline passenger perceives there to be related to the check-in process.
This six-item, seven-point scale is purported to measure the level of quality an airline passenger perceives there to be on the inside of the plane in which he or she flew, with emphasis on the seat area.
Three, seven-point Likert-type statements are purported to measure the likelihood that a consumer will choose a particular service provider the next time the service is needed.
The scale is composed of three, seven-point items and is purported to measure a person's level of uncertainty and uneasiness due to some stimulus. In the studies by Taylor (1994; Taylor and Claxton 1994), the stimulus was an airline flight.
