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Testimonial

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!
Tom Prinsen, Ph.D.
Global Manager Market Intelligence, Biomet Orthope

services

The scale has four, five-point Likert-type items and measures how much a consumer believes that if he/she were to change service providers then new policies would have to be learned.

The likelihood of receiving lower service quality if one switches from one provider to another is measured with three, five-point Likert-type items.

With three, seven-point Likert-type items, the scale measures the extent to which a person believes that the service provided by a company is high quality, with no reference to any specific type of business or aspect of service quality.

The scale has three statements that measure the extent to which a person believes him/herself to be a valuable customer of retail establishment and, thereby, deserving of special treatment from the employees.

The scale uses three, seven-point Likert-type items to measure the degree to which one believes the quality and other information about a particular product cannot be judged even after buying and using it.

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.

Five, seven-point Likert-type items are used to measure a consumer's beliefs about the degree to which a store has positive attributes such as product variety, fair prices, and good service.

The four, seven-point Likert-type items are used to measure a customer's level of doubt regarding the negative consequences for him/her due to the reduction in workforce being conducted by a business with which the customer has a relationship.

The degree to which a patient is pleased with the service provided by a physician and the medical facility during a specific visit is measured with three, seven-point Likert-type items.

Four, five-point Likert-type items are used to measure the degree to which a customer expresses feeling pleasure from participating in the service process.  Although the statements are not specific to any particular activity or context, instructions could be used with the scale to make it more focused.