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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

Service Quality (Past Experiences)

The scale is used to allow customers to evaluate their past experiences with some specified organization. Three, five-point semantic differential items compose the scale. The context in which the respondents were given this scale was after being told to remember a recent service experience that led to their lodging a complaint. The scale stem directs the respondent to think of the state of the relationship prior to making the complaint. Unlike most other service quality measures, this one does not focus on a particular facet but is a global-type measure.