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Bob Moritz
Marshfield Clinic Research Foundation

satisfaction

Five, seven-point Likert-type items are used to measure the degree to which a person thinks the service received at a facility was prompt and as promised. Andaleeb and Basu (1994) used the scale to measure the quality of service customers believed they received from a car repair establishment.

A four-item, seven-point Likert-type scale is used to measure the degree to which a person thinks the service received was performed properly. As used by Andaleeb and Basu (1994), the scale relates to the quality of service received from a car repair establishment.

Three, seven-point semantic differentials are used to measure how positively a consumer evaluates the quality of service provided by a specified entity such as a business, a government agency, or a university.

The quality of the meal served during a flight is measured with three, seven-point items.  As administered by Taylor and Claxton (1994), the survey (including this scale) was taken toward the end of the flight.

This five-item, seven-point scale measures several aspects of an airline flight experience so as to provide an overall sense of the perceived quality of the service.

Twelve, seven-point Likert-type items are used to measure a customer's view of the interaction that occurred between him/her and an employee of a service provider as it pertains to the degree to which the employee was viewed as being polite and helpful. In the study by Winsted (1997), respondents were asked to think of a recent encounter with a waiter or waitress in a restaurant.

Three, seven-point Likert-type items are used to measure a customer's global satisfaction with the shopping experience at a particular store.

Four, seven-point items are used to measure the degree to which a patient expresses satisfaction with his or her recent stay in a hospital. The scale is intended to be an overall measure of satisfaction rather than a measure of any particular aspect of a hospital.

Three, seven-point Likert-type statements and one seven-point bi-polar adjective are purported to measure the degree to which a consumer is pleased overall with the services performed by some specified company with which he or she apparently had experience.

Four, seven-point semantic differentials are used to measure a person's level of satisfaction with some person, place, or thing.