Quality of the Restaurant

What it measures

A three-item scale measuring quality of the restaurant.

Response format

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

Scale items

• The food and quality at this restaurant have been exceptional.
• The quality of this restaurant’s food and service has been poor. (r)
• The quantity of the food and service provided by this restaurant in the past has been excellent.

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

Usage notes & scoring

Internal consistency (alpha = .88) was reported in the primary study.

Citation

Hess, Jr., Ronald L, Shankar Ganesan, and Noreen M. Klein (2003), “Service Failure and Recovery: the Impact of Relationship Factors on Customer Satisfaction,” Journal of the Academy of Marketing Science, 31 (2), 127-145.

Keywords