Handbook of Management Scales/Service quality

Service quality (alpha = 0.96) Items 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. Source 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.