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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

satisfaction

The degree to which a person expresses satisfaction with a weight loss program he/she is involved with is measured with this eight item, seven-point Likert-type scale.

The scale has three Likert-type statements that measure the level of satisfaction a customer received from shopping at a particular store.  The emphasis of the measure is on the ease of returning products and/or exchanging them.

Three, ten-point semantic differentials are used to measure the level of general satisfaction a customer has with a certain service provider. The scale appears to combine aspects of disconfirmation with a comparison to the "ideal" provider.

The scale has three, seven-point Likert-type statements that are used to measure the degree to which it is believed that a business one has recently interacted with has resolved a particular problem in a satisfactory manner.

The scale is composed of four, five-point items that measure the level of general satisfaction a consumer expresses towards a service provider, with an emphasis on how well the service provider is viewed compared to the ideal provider.

The scale is composed of four statements that measure the level of satisfaction a consumer believes he/she would experience if a certain set of events transpired.

Five, seven-point Likert-types statements are used to measure one's global attitude about his/her life. The measure seems to tap more into cognitive aspects of the attitude rather than the affective aspects.  Arnold and Reynolds (2009) used a three item subset of the scale.

This semantic differential scale measures a consumer's degree of satisfaction with something specific rather than his/her overall level of contentment in life. The scale may be most suited for measuring a consumer's satisfaction with another party with whom a transaction has occurred or with whom a relationship has developed.

The scale has been used to study salespeople (Oliver and Swan 1989a; Reynolds and Beatty 1999a, 1999b), hairstylists (Price and Arnould 1999; Bansal, Taylor, and James 2005), banks (Jones, Mothersbaugh, and Beatty 2000), and auto repair facilities (Bansal, Irving, and Taylor 2004; Bansal, Taylor, and James 2005; Thomas, Vitell, Gilbert, and Rose 2002).

The scale has three, five-point Likert-type statements that measure the extent to which a customer believes an airline has policies for satisfactorily addressing problems that arise as part of providing its service.

Three, five-point Likert-type statements are used to measure the extent to which a customer believes the employees of a store or company satisfactorily solve problems that arise as part of a service exchange.