Three seven-point items capture a consumer's global assessment of service quality from a specific provider. The scale uses a mix of Likert-type agreement statements and a quality rating anchor, combining negatively framed, positively framed, and rating-based perspectives on overall service quality excellence.
Taylor, S. A., & Baker, T. L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions. Journal of Retailing, 70(2), 163–178.
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