Problem Resolution Satisfaction

What it measures

Three seven-point Likert-type items assess the degree to which a customer believes a business has resolved a particular problem satisfactorily. The scale focuses on a specific complaint event rather than overall service satisfaction and has been used across multiple service contexts including banking and home buying.

Response format

7-point Likert (1=strongly disagree, 7=strongly agree)

Scale items

• In my opinion, __________ provided a satisfactory resolution to my problem on this particular occasion.
• I am not satisfied with __________'s handling of this particular problem. (r)
• Regarding this particular event (most recent problem), I am satisfied with __________.

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

Usage notes & scoring

Alphas of .92 (bank customers) and .91 (new home buyers) were reported for Studies 1 and 2, with .83 for electronics dealer customers in a follow-up study. Strong CFA fit and discriminant validity across multiple service contexts. Business name should be placed in each blank.

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.

Keywords