Service Quality (Maintenance)

What it measures

A multiple-item Likert-type scale designed to measure a person's beliefs about the quality of maintenance and repair provided by a service provider.

Response format

5-point scale

Scale items

• standing by agreements
• quality of maintenance
• quality of repairs
• quality of explanations with repairs
• quality of explanations with maintenance
• quality of communications
• ability to do things right the first time
• The English translations of the extreme verbal anchors used with these items are very poor (1) and very good (5).

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

Usage notes & scoring

Internal consistency (alpha = .92) was reported in the primary study. Convergent and discriminant validity evidence was provided by the original authors.

Citation

Mittal, Vikas, Pankaj Kumar and Michael Tsiros (1999), “Attribute-Level Performance, Satisfaction and Behavioral Intentions over Time: A Consumption System Approach,” Journal of Marketing, 63 (2), 88–101.

Keywords