Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

A comparison of question scales used for measuring customer satisfaction

A comparison of question scales used for measuring customer satisfaction Many different scales have been used to measure customer satisfaction. These scales can be divided into three main groups, being those measuring performance, disconfirmation and satisfaction. Reports on the design and execution of a study of hotel guests in which they were asked to rate the key service attributes of their stay using all three of these measurement scales. Repurchase intention and word‐of‐mouth effects were also measured. Compares the scales on the basis of reliability, convergent and discriminant validity, predictive validity, skewness, face validity and managerial value for directing a quality improvement programme. Shows the disconfirmation scale to be superior to both the performance and satisfaction scales on all these criteria except for predictive validity. In addition, the performance scale was generally better than the satisfaction scale on a number of these criteria. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

A comparison of question scales used for measuring customer satisfaction

Download PDF
23 pages

Loading next page...
 
/lp/emerald-publishing/a-comparison-of-question-scales-used-for-measuring-customer-tr2rOwYzEo
Publisher
Emerald Publishing
Copyright
Copyright © 1996 MCB UP Ltd. All rights reserved.
ISSN
0956-4233
DOI
10.1108/09564239610129922
Publisher site
See Article on Publisher Site

Abstract

Many different scales have been used to measure customer satisfaction. These scales can be divided into three main groups, being those measuring performance, disconfirmation and satisfaction. Reports on the design and execution of a study of hotel guests in which they were asked to rate the key service attributes of their stay using all three of these measurement scales. Repurchase intention and word‐of‐mouth effects were also measured. Compares the scales on the basis of reliability, convergent and discriminant validity, predictive validity, skewness, face validity and managerial value for directing a quality improvement programme. Shows the disconfirmation scale to be superior to both the performance and satisfaction scales on all these criteria except for predictive validity. In addition, the performance scale was generally better than the satisfaction scale on a number of these criteria.

Journal

International Journal of Service Industry Management – Emerald Publishing

Published: Oct 1, 1996

Keywords: Customer satisfaction; Measurement

References

  • Consumers complain ‐ does business respond?
    Andreasen, A.R.; Best, A.
  • An empirical assessment of the SERVQUAL scale
    Babakus, E.; Boller, G.W.
  • A customer survey tool: using the quality sample
    Barsky, J.D.; Huxley, S.J.
  • A strategy for customer satisfaction
    Barsky, J.D.; LaBagh, R.
  • Selected determinants of consumer satisfaction and complaint reports
    Bearden, W.O.; Teel, J.E.
  • A multistage model of customers’ assessments of service quality and value
    Bolton, R.N.; Drew, J.H.
  • A dynamic process model of service quality: from expectations to intentions
    Boulding, W.; Kalra, A.; Staelin, R.; Zeithaml, V.A.
  • How to standardize regression coefficients
    Bring, J.
  • Key factors in guest satisfaction
    Cadotte, E.R.; Turgeon, N.
  • Expectations and norms in models of consumer satisfaction
    Cadotte, E.R.; Woodruff, R.B.; Jenkins R.L.
  • Marketing Research: Methodological Foundations
    Churchill, G.A. Jr
  • An investigation into the determinants of customer satisfaction
    Churchill, G.A. Jr; Surprenant, C.
  • Measuring service quality: a re‐examination and extension
    Cronin, J.J. Jr; Taylor, S.A.
  • Measuring customer satisfaction in Telecom New Zealand
    Danaher, P.J.; Gallagher, R.
  • Customer satisfaction during the service delivery process
    Danaher, P.J.; Mattsson, J.
  • Indirect marketing benefits from service quality
    Danaher, P.J.; Rust, R.T.
  • Selecting a scale for measuring quality
    Devlin, S.J.; Dong, H.K.; Brown, M.
  • A comparison of question scales used for customer satisfaction measurement
    Haddrell, V.E.
  • Multivariate Data Analysis With Readings
    Hair, J.F.; Anderson, R.E.; Tatham, R.L.; Black, W.C.
  • Why improving quality doesn’t improve quality (or whatever happened to marketing?)
    Kordupleski, R.; Rust, R.T.; Zahorik, A.J.
  • The relation between service quality, satisfaction and intentions
    Liljander, V.; Strandvik, T.
  • Psychometric Theory
    Nunnally, J.C.
  • Effects of expectation and disconfirmation on postexposure product evaluations: an alternative interpretation
    Oliver, R.L.
  • A cognitive model of the antecedents and consequences of satisfaction decisions
    Oliver, R.L.
  • Measurement and evaluation of satisfaction processes in retailing setting
    Oliver, R.L.
  • A conceptual model of service quality and service satisfaction: compatible goals, different concepts
    Oliver, R.L.
  • Cognitive, affective and attribute bases of the satisfaction response
    Oliver, R.L.
  • Consumer expectations, product performance and perceived product quality
    Olshavsky, R.; Miller, J.
  • SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality
    Parasuraman, A.; Zeithaml, V.; Berry, L.
  • Refinement and reassessment of the SERVQUAL scale
    Parasuraman, A.; Zeithaml, V.; Berry, L.
  • Alternative scales for measuring service quality: a comparative assessment based on psychomatric and diagnostic criteria
    Parasuraman, A.; Zeithaml, V.; Berry, L.
  • Reliability: a review of psychometric basics and recent marketing practices
    Peter, J.P.
  • Measuring customer satisfaction: fact and artifact
    Peterson, R.A.; Wilson, W.R.
  • Customer satisfaction, customer retention and market share
    Rust, R.T.; Zahorik, A.J.
  • Return on Quality
    Rust, R.T.; Zahorik, A.J.; Keiningham, T.L.
  • Research Methods in Social Relations
    Sellitz, C.; Wrightsman L.L.; Cook, S.W.
  • Asking Questions
    Sudman, S.
  • Service quality and consumer attitudes: reconciling theory and measurement
    Taylor, S.A.
  • An assessment of the relationship between service quality and customer satisfaction in the formation of consumers’ purchase intentions
    Taylor, S.A.; Baker, T.L.
  • Expectations, performance evaluation and consumer’s perceptions of quality
    Teas, R.K.
  • Models of consumer satisfaction formation: an extension
    Tse, D.K.; Wilton, P.C.
  • Marketing Research: Measurement and Method
    Tull, D.S.; Hawkins, D.I.
  • Intrapersonal affective influences on customer satisfaction with products
    Westbrook, R.A.
  • A rating scale for measuring product/service satisfaction
    Westbrook, R.A.
  • Developing better measures of customer satisfaction: some preliminary results
    Westbrook, R.A.; Oliver, R.L.
  • Linking service quality, customer satisfaction and behavioral intention
    Woodside, A.G.; Frey, L.L.; Daly, R.T.
  • A critical review of customer satisfaction
    Yi, Y.