Ordering procedures reflects customers' evaluations of the efficiency and usability of the processes through which they interact with their logistics service provider to place orders. The construct captures perceptions of both the effectiveness of requisitioning procedures and the ease with which those procedures can be executed. The authors found ordering procedures to be the most consistent direct driver of customer satisfaction across all four customer segments studied. A 2-item scale.
5-point Likert-like scale (1 = strongly disagree, 5 = strongly agree)
Full scale items shown. Always cite the original source when using this scale in research.
CR = .85–.86 across four customer segments; AVE = 74%–76%. Two-item scale; CR reported in place of Cronbach's α. Consistently the strongest direct driver of satisfaction across all four DLA segments. Items reference 'DLA' (Defense Logistics Agency) and require wording adaptation for other logistics service provider contexts, as noted by the authors. Validated via multisample CFA demonstrating measurement invariance across four DLA customer segments: general merchandise (n = 1,765), textiles and clothing (n = 446), electronics (n = 530), and construction supplies (n = 215). All psychometric values are composite reliability (CR) and average variance extracted (AVE) — Cronbach's α not reported.
Mentzer, J. T., Flint, D. J., & Hult, G. T. M. (2001). Logistics service quality as a segment-customized process. Journal of Marketing, 65(4), 82–104.
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