Seven six-point items assess an aspect of grocery store satisfaction focused on customer service attributes. The items were drawn from a semi-annual loyalty card customer survey and capture dimensions including cashier and bagger performance, associate friendliness, checkout speed, scanning accuracy, and parking lot cleanliness. Items loaded consistently on a single factor in an EFA of 21 items.
6-point rating scale (1=poor, 6=excellent)
Full scale items shown. Always cite the original source when using this scale in research.
Items were embedded in a broader supermarket survey and were not developed for standalone psychometric testing. Validity was not formally examined, though EFA loadings exceeded .65 on a common factor.
Gomez, M. I., McLaughlin, E. W., & Wittink, D. R. (2004). Customer satisfaction and retail sales performance: An empirical investigation. Journal of Retailing, 80(4), 265–278.
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