Service Quality (Maintenance)

SQA person's beliefs about the quality of maintenance and repair provided by a service provider

8 items 1999 α .92 Free Mittal, V. P., & Tsiros, M.

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.

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.

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