Dear Dr. Akhilesh,
Here are some documents that could help you.
http://www.ia.gov.ae/en/Documents/QuestionnaireEnglish.pdf
http://success.qualtrics.com/rs/qualtrics/images/Customer-Satisfaction-Survey-Questions.pdf?mkt_tok=3RkMMJWWfF9wsRoivKnNZKXonjHpfsX87u0lXaO0lMI%2F0ER3fOvrPUfGjI4FS8ZhI%2BSLDwEYGJlv6SgFT7THMaZt3LgJWhM%3D
https://www.b2binternational.com/publications/customer-satisfaction-survey/
With my best regards
Prof. Bachir ACHOUR
Dear Dr. Akhilesh! You can find customer satisfaction scale in the appendex of following paper and can adopt this in your study.
Please refer to the questionnaires/constructs on the specific page: Ambrož and Praprotnik, 2008, p. 168; Churchill and Surprenant, 1982, p. 495; Garbarino and Johnson, 1999, p. 84; Huang, 2008, p. 527; Leverin and Veronica, 2006, p. 241; Olorunniwo et al, 2006, p. 62; Wangenheim et al, 2007, p. 693.
- Ambrož, M. and Praprotnik, M. (2008) Organisational Effectiveness and Customer Satisfaction, Organizacija, 41, 5, pp. 161-173.
- Churchill, G., A. and Surprenant, C. (1982) An investigation into the determinants of customer satisfaction, Journal of Marketing Research, 19, 4, pp. 491-504.
- Garbarino, E. and Johnson, M., S. (1999) The different roles of satisfaction, trust, and commitment in customer relationships, Journal of Marketing, 63, 2, pp. 70-87.
- Huang, W. H. (2008) The impact of other-customer failure on service satisfaction, International Journal of Service Industry Management, 19, 4, pp. 521-536.
- Leverin, A. and Veronica, L. (2006) Does relationship marketing improve customer relationship satisfaction and loyalty?, The International Journal of Bank Marketing, 24, 4, pp. 232-251.
- Olorunniwo, F., Hsu, M. K. and Udo, G. J. (2006) Service quality, customer satisfaction, and behavioral intentions in the service factory, The Journal of Services Marketing, 20, 1, pp. 59-72.
- Wangenheim, F. v., Evanschitzky, H. and Wunderlich, M. (2007) Does the employee-customer satisfaction link hold for all employee groups?, Journal of Business Research, 60, 7, pp. 690-697.
Dear Sir,
The following links can be useful for Customer Satisfaction Scale:
http://www.kingcounty.gov/~/media/services/customer-service/files/1101CustomerSatisfactionGuide.ashx?la=en
http://www.van-haaften.nl/customer-satisfaction/customer-satisfaction-models
http://journals.sagepub.com/doi/pdf/10.1177/1094670507309594
- Badges
- Science topic
- Similar topics
- Psychometrics
- Measurement