Handbook of Management Scales/Customer satisfaction

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Customer satisfaction (AVE = 0.78; CR = 0.88)[edit | edit source]

Description[edit | edit source]

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

Items[edit | edit source]

  • 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[edit | edit source]