Quality of the Product

What it measures

The scale measures overall perceived product quality, grounded in an established multidimensional framework of what quality means to consumers.

Response format

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

Scale items

• is flawless.
• is distinctive.
• has a nice appearance.
• is durable.

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

Usage notes & scoring

Herhausen et al. (2020) built this scale drawing on Stone-Romero, Stone, and Grewal's (1997) influential work establishing product quality as a multidimensional construct; used with US Honda owners. Reliability was acceptable (α = .80). CFAs were conducted, though validity-specific results for this particular scale weren't clearly reported.

Citation

Herhausen, D., Emrich, O., Grewal, D., Kipfelsberger, P., & Schoegel, M. (2020). Face Forward: How Employees’ Digital Presence on Service Websites Affects Customer Perceptions of Website and Employee Service Quality. Journal of Marketing Research, 57(5), 917-936.

Keywords