Service Quality Beliefs (Store-Related)

What it measures

A six-item Likert-type scale designed to measure the degree to which a consumer believes that a particular retail store has certain characteristics that are related to quality.

Response format

7-point scale

Scale items

• the politeness of the checkout employees
• the willingness of employees to assist shoppers
• the professionalism of employees
• the length of wait at the checkout
• the display arrangement
• the level of service

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

Usage notes & scoring

Internal consistency (alpha = .91) was reported in the primary study. Formal validity assessment was not reported by the original authors.

Citation

Ofir, Chezy and Itamar Simonson (2007), “The Effect of Stating Expectations on Customer Satisfaction and Shopping Experience,” Journal of Marketing Research, 44 (1), 164-174.

Keywords