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Testimonial

The Handbook series is a significant compendium of scales published in the most impacting marketing literature. I am a proud owner of the series and hope to be able to continue collecting the volumes in the years to come.
Dr. Emanuel Said
Lecturer in Marketing, University of Malta

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A customer’s overall attitude toward the order fulfillment dimension of a particular retailer’s website is measured with three, five-point Likert-type items.

Using three, five-point Likert-type items, the scale measures the degree to which a customer believes a particular website has low prices on products and shipping.

A customer’s attitude regarding a particular online retailer’s tendency to deliver products in an acceptable period of time is measured using three, five-point Likert-type items.

The scale has three, five-point Likert-type items that measure the degree to which a customer believes that products he/she purchased from a particular online retailer arrived in acceptable condition, with no major damage.

With three, five-point Likert-type items, the scale measures a customer’s belief that a particular online retailer delivers exactly what customers have ordered.

Six semantic differentials are used to measure a consumer’s attitude about a retailer, with the emphasis on beliefs that could be considered most relevant when comparing online retailers.

This scale has six, seven-point Likert-type items that measure a person's attitude regarding the degree to which a particular website can be counted on to provide accurate information about products and their prices as well as to deliver orders as promised.

The scale has three, seven-point Likert-type statements that are supposed to measure an aspect of a person's attitude about a website having to do with the degree to which a product was described accurately and then delivered as expected.

The scale has three items and is intended to measure a person's attitude about the way a particular website manages orders with the emphasis on issues relevant to customers, e.g., providing confirmation of orders, delivery options, and clear return policies.

A six-item, five-point scale is used to assess the degree of importance a consumer places on a variety of aspects related to getting to a store and/or ordering from it. The measure was called convenience getting to store by Lumpkin and Hunt (1989).