Service Quality (Ease)

What it measures

A five-item likert scale designed to measure a customer's belief that it is easy to do business with a company because of the helpfulness of its employees.

Response format

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

Scale items

• I am very comfortable with my __________.
• I can get helpful guidance from the employees.
• I only need to exert the smallest possible effort.
• I keep the stress that is connected to __________ as low as possible.
• I receive service and guidance from experts.
• The generic name of the business should be placed in the blank, e.g., travel agency.
• A phrase that describes the type of service being provided should be placed in the blank, e.g., travel planning.

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. Convergent and discriminant validity evidence was provided by the original authors.

Citation

Homburg, Christian, Jan Wieseke, and Wayne D. Hoyer (2009), "Social Identity and the Service-Profit Chain," Journal of Marketing, 73 (March), 38–54.

Keywords