satisfaction
The likelihood of a customer complaining and seeking redress from a service provider when he/she has had a dissatisfactory service experience is measured with seven, seven-point Likert-type items. The scale is “general” in the sense that the sentences do not refer to a particular experience but rather the typical inclination when one has had a dissatisfactory encounter.
How much a person considers a relationship he/she has with a particular entity such as a person or company to be characterized by trust and loyalty is measured with four, seven-point semantic differentials.
The scale has four, seven-point bi-polar adjectives that measure how well a person feels about the way a service provider attempted to redress a failure.
Four semantic differentials are used to measure the degree to which a person believes that if he/she hired a particular person for a stated job, the outcome would be good.
The scale measures how pleased a person is with the sales-related services provided by some salespeople who worked together in some capacity during a customer encounter. The measure is composed of three, nine-point items.
Four, 100-point items measure a person’s satisfaction with his/her current and future financial well-being.
The scale uses four, seven-point Likert-type items to measure how much a customer believes a particular bank he/she uses was a wise choice and provides the needed services.
The scale uses Likert-type items to measure how much a person believes that he/she would not patronize (shop, return to, use) an establishment again in the future and, instead, go to a different one. Two- and three-item versions are described.
This scale has three, seven-point Likert-type items that measure how much a customer of a specified store (online or not) was satisfied with the product (unspecified) most recently bought there.
How much a person reports feeling happy and content as opposed to sad and depressed at a particular point in time is measured with eight, seven-point uni-polar items.