The scale uses five, seven-point Likert-type items to measure a customer's belief that it is easy to do business with a company because of the helpfulness of its employees.
Six, seven-point bipolar adjectives measure the degree to which a consumer perceives a store to have helpful employees and service. The scale was referred to by Dickson and MacLachlan (1990) as personnel.
This is a five-item, seven-point Likert-type scale that is purported to measure the degree to which a person thinks a service company's employees are courteous and give customers a sense of security about doing business with them.
This scale has six, five-point Likert-type items that are intended to measure the degree to which a person thinks the discharge process he/she experienced upon being released after a hospital stay was handled well by the hospital staff.
Three, five-point Likert-type statements are used for measuring the degree to which a person thinks the instructions given by hospital staff during his/her stay regarding various procedures and routines were explained well by the staff.
This scale is a 21-item, seven-point Likert-type performance-based measure of service quality. It is viewed as a measure of a consumer's long-term global attitude of an organization rather than his/her transaction-specific satisfaction.
This five-item, six-point Likert-like scale measures the degree to which a person expresses satisfaction with several aspects of interaction with his/her physician.
This four-item, five-point, Likert-type scale is used in measuring the degree to which a consumer enjoys shopping where store employees know his/her name and will converse with him/her about topics other than products. The scale was referred to by Forman and Sriram (1991) as Shopping as a Social Experience (SSE).
Six, seven-point items are used to measure the degree to which a consumer believes that a particular retail store has certain characteristics that are related to quality.
Four, seven-point items are used to measure the degree to which a customer believes the relationship he/she has with an employee is warm and pleasant.
