A Rating Scale for Measuring Product/ Service Satisfaction
Journal of MarketingPublished 1 September 1980
Robert A. Westbrook
Citations255
SJR quartileQ1
SJR score13.39
SNIP5.22
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Abstract
A simple yet effective rating scale measure of satisfaction has been developed by sociological researchers studying the perceived quality of life. The author examines the suitability of this measure for marketing studies of consumer satisfaction/dissatisfaction. Reliability, validity, and selected measurement properties are evaluated empirically.
Keywords
Business, Management and Accounting
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