Five seven-point Likert-type items assess the degree to which a consumer believes they are capable of successfully using or performing a specified task. The focal object is inserted via blanks in each item, allowing the scale to be applied to self-service technologies, new service delivery modes, or other task-specific contexts. Items tap capability, confidence, scope of abilities, qualification, and experience-based confidence.
Meuter, M. L., Bitner, M. J., Ostrom, A. L., & Brown, S. W. (2005). Choosing among alternative service delivery modes: An investigation of customer trial of self-service technologies. Journal of Marketing, 69(2), 61–83.
Free access to 2023+ psychometric scales at PsychScales