I have relied on the Marketing Scales Handbooks over several years in academic and industry roles and look forward to using the newest edition. A seven on a seven-point satisfaction scale!
dependability
The scale has six items that are used to measure the degree to which a customer believes a particular salesperson is competent and has high integrity.
The degree to which a person believes a particular retailer could be reliable and depended upon is measured with four, nine-point Likert-type items.
Three, five-point Likert-type items are used to measure concerns a consumer has about a product. The concerns have to with uncertainty about the product’s benefits as well as its need for ongoing maintenance.
With three, nine-point Likert-type items, the scale measures how reliable and believable a consumer believes an online store to be. Given the phrasing of one of the items, the consumer has purchased a particular product from the store. To make the scale amenable for use with respondents who may not have purchased from the store, the item can be easily edited.
A person's attitude about the steadfast, trustworthiness of a company is measured with five items. The scale seems to be adaptable for a variety of business entities such as a store, a multi-store chain, a website, or a brand.
With five items, the scale measures a consumer's attitude about shopping online, with an emphasis on issues related to trust such as reliability and privacy. It does not measure a person's attitude about a particular website but rather, shopping online in general.
A customer's level of trust in a particular salesperson is measured with seven, seven-point Likert-type items.
The scale has five items that are used to measure a consumer's belief that a store is dependable, with an emphasis on the security of personal information and transactions.
A consumer's belief that a brand is dependable and has integrity is measured with eleven, seven-point items.
A person's belief that a particular brand is reliable and worthy of trust is measured in this scale with three, seven-point Likert-type items.
