The scale has four, seven-point Likert-type items that measure the degree to which a consumer has had a positive experience with the manufacturer and dealer in the purchase of some specified product. Srinivasan and Ratchford (1991) referred to the scale as experience with previous manufacturer or dealer.
The scale is composed of seven items with a five-point response format that measure a person's beliefs about the quality of maintenance and repair provided by a service provider.
Four items with a five-point response format are used to measure a person's attitude regarding the quality of the store/dealership in terms of the visual appeal of its interior.
Seven, five-point items are used to measure a person's attitude regarding the quality of a dealer based upon beliefs about specific services it provides.
The four item scale measures the degree that a customer believes that a particular service provider will provide him/her with a good deal and preferential treatment.
Ten, seven-point items are used to measure a customer's level of satisfaction with several aspects of a relationship with a dealership where he/she has purchased a car.
