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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

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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 ManagementEmerald Publishing

Published: Oct 1, 1996

Keywords: Customer satisfaction; Measurement

References