Handbook of Management Scales/Customer satisfaction

Customer satisfaction (AVE = 0.78; CR = 0.88)

Description

A previously used scale by Maxham & Netemeyer (2002) was adapted to measure customer satisfaction.

Items

• I am satisfied with the services the company provides to me. (0.88)
• I am satisfied with my overall experience with this company. (0.95)
• As a whole, I am NOT satisfied with this company. (R) (0.51)

Source

• Walsh & Beatty (2007): Customer-based Corporate Reputation of a Service Firm: Scale Development and Validation. Journal of the Academy of Marketing Science, Vol. 35, No. 1, pp. 127-143.