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Testimonial

This scales book is a classic in psychometrics. It is instrumental for survey researchers in the fields of advertising, marketing, consumer psychology, and other related fields that rely largely on attitudinal measures. My copy has gotten me through years of field research by helping provide testable, reliable scales.
Angeline Close Scheinbaum, Ph.D.
University of Texas at Austin

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.