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Testimonial

The Marketing Scales Handbook is indispensable in identifying how constructs have been measured and the support for a measure's validity and reliability. I have used it since the beginning as a resource in my doctoral seminar and as an aid to my own research. An electronic version will make it even more accessible to researchers in Marketing and affiliated fields.
Dr. Terry Childers
Iowa State University

satisfaction

The scale uses eight, seven-point Likert-type items to measure a fan’s attitude about a particular sports team.  The emphasis is on the team’s high standards and its efforts to please loyal fans.

A person’s opinion of a retailer that focuses on how well the business satisfies customers with low prices and customer service is measured with six, seven-point Likert-type items.

With three statements, the scale measures a customer’s regret for having patronized a certain retailer because of a bad experience there and the intention to reduce visits to the establishment if not stopping all together.

The degree to which a customer enjoyed the experience of shopping at a particular store, website, mall, etc. is measured in this scale with three, five-point Likert-type items. 

A customer's belief that it is the retailer's responsibility that a product had to be returned is measured in this scale using three, seven-point items.

With three, seven-point Likert-type items, the scale measures the degree to which a customer takes responsibility for the need to return a product that has been purchased.

A person's level of satisfaction with the way a company has resolved a problem is assessed with three, seven-point Likert-type items.

Four, seven-point Likert-type items are used to measure a person's attitude about the fairness and reasonableness with which a conflict with a company was resolved.

Using three, seven-point items, the scale measures the degree to which a consumer believes a brand is consistently good. 

Various non-monetary costs such as time, learning, and effort that are associated with changing brands within a product category are measured in this scale using five, seven-point Likert-type items.