Global Service Quality Perception

What it measures

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.

Response format

7-point mixed (items 1–2: strongly disagree/strongly agree; item 3: poor/excellent)

Scale items

• I believe that the general quality of __________ services is low. (r)
• Overall, I consider __________ services to be excellent.
• The quality of __________ services is generally __________.

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

Usage notes & scoring

Alphas of .88 (Taylor & Baker 1994) and .83 (Bansal, Taylor & James 2005) were reported. The provider's name or description should be placed in the blanks. Taylor and Baker (1994) noted limited discriminant validity from a related service quality subscale. EFA and CFA were used by Bansal et al. (2005) to refine the scale and support convergent validity.

Citation

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.

Keywords