Overall Service Purchase Satisfaction

Name: Overall Service Purchase Satisfaction
Published: 2002
License: https://psychometricscales.com/methodology.html

OSPSA customer's global satisfaction with the overall service interaction and quality received from a business, encompassing both the purchase experience and service quality dimensions

3 items 2002 α .89 Free Maxham, J. G., III, & Netemeyer, R. G.

What it measures

Three seven-point items capture a consumer's global satisfaction with a service experience, reflecting the overall quality of the interaction with the business rather than just the product received. The scale blends Likert-type and rating formats across items. It has been validated across banking, home buying, and electronics retail contexts.

Response format

7-point Likert/rating (items 1–2: strongly disagree/strongly agree; item 3: very dissatisfied/extremely satisfied)

Scale items

I am satisfied with my overall experience with __________.
As a whole, I am not satisfied with __________. (r)
How satisfied are you overall with the quality of __________?

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

Usage notes & scoring

Alphas of .89 and .88 were reported for bank customers and new home buyers respectively, with .82 for electronics retail customers. Business name should be placed in each blank. Item 3 uses a satisfaction rating anchor rather than agree/disagree.

Citation

Maxham, J. G., III, & Netemeyer, R. G. (2002). Modeling customer perceptions of complaint handling over time: The effect of perceived justice on satisfaction and intent. Journal of Retailing, 78(4), 239–252.

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Keywords

#satisfaction#servicequality#purchaseexperience#globalsatisfaction#serviceencounter

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