This scale measures how dependable a customer views a service provider to be based upon the quality of its most visible attributes. The version by Parasuraman, Zeithaml, and Berry (1994b) goes a bit further and measures perceptions of tangible assets compared with the desired level (the performance level the company can and should deliver).
The Marketing Scales website is a gold mine of information. It is the only source that helps me understand the psychometric quality of the instruments used in past research. I recommend that researchers bookmark this site . . . they will be back!
