Handbook of Management Scales/Service quality

Service quality (alpha = 0.96)

All Scales rated from 1 (strongly disagree) to 7 (strongly agree) except where noted.

Grocer X employees are reliable in providing the service I expect.
Grocer X employees are understanding of my service needs.
Grocer X employees are responsive to my service requests.
Grocer X employees are competent in providing the expected service.
I feel secure in service encounters with Grocer X employees.
Grocer X employees are courteous in providing me service.
Grocer X employees are available to answer my service-related questions.
The tangible (appearance of trucks, staff, products) aspects of Grocer X's service.
Grocer X service is excellent.
Grocer X has good credibility in providing the service I need.
I have access to communicate with Grocer X regarding my service needs.

Boyer/Frohlich (2006): Analysis of Effects of Operational Execution on Repeat Purchasing for Heterogeneous Customer Segments. Production and Operations Management, Vol. 15, No. 2, pp. 229–242.

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