Satisfaction with Company (Anticipated)

What it measures

A four-item likert scale designed to measure the degree to which a person who has recently bought a product from a company expects that he/she will be satisfied with the decision.

Response format

9-point Likert (1=strongly disagree, 9=strongly agree)

Scale items

• I anticipate that I will be satisfied with the customer service I receive from this computer company.
• I anticipate that I will be happy about my decision to purchase from this company.
• I did the right thing by purchasing __________ from this company.1
• Overall, I anticipate that I will be satisfied with this company.
• A description of the product that was purchased should be inserted into this blank, e.g., the laptop, insurance, airline tickets.

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

Usage notes & scoring

Formal validity assessment was not reported by the original authors.

Citation

Gotlieb, Jerry B., Dhruv Grewal, and Stephen W. Brown (1994), “Consumer Satisfaction and Perceived Quality: Complementary or Divergent Constructs?” Journal of Applied Psychology, 79 (6), 875–885.

Keywords