Ease of Use (Likert — Meuter)

What it measures

Three items measure the degree to which a consumer believes a product or service is free from effort and easy to use. Referred to as 'complexity' (reverse) by Meuter et al.

Response format

7-point Likert (1=strongly disagree, 7=strongly agree)

Scale items

• I believe that the __________ is cumbersome to use. (r)
• It is difficult to use the __________. (r)
• I believe that the __________ is easy to use.

Full scale items shown. Always cite the original source when using this scale in research.

Usage notes & scoring

Adapted from Moore and Benbasat (1991). Alphas .83 (Study 1) and .88 (Study 2). Items 1 and 2 are reverse-scored. Blanks should be replaced with the product or service name.

Recommended companion scales

Citation

Meuter, M. L., Bitner, M. J., Ostrom, A. L., & Brown, S. W. (2005). Choosing among alternative service delivery modes: An investigation of customer trial of self-service technologies. Journal of Marketing, 69(2), 61–83.

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