What is the suitable scale/questionnaire to study customer satisfaction in adult day service?

Kenneth Lui-ming Ngie

Please also refer to the questionnaires and/or scales as stipulated in the following papers:

Bitner, M. J., Booms, B. H. and Mohr, L. A. (1994) Critical service encounters: The employee's viewpoint, Journal of Marketing, 58, 4, pp. 95-106.
Caruana, A., Money, A. H. and Berthon, P. R. (2000) Service quality and satisfaction - the moderating role of value, European Journal of Marketing, 34, 11/12, pp. 1338-1353.
Churchill, G., A. and Surprenant, C. (1982) An investigation into the determinants of customer satisfaction, Journal of Marketing Research, 19, 4, pp. 491-504.
Dovalienė, A., Gadeikienė, A. and Piligrimienė, Ž. (2007) Customer Satisfaction and its Importance for Long-Term Relationships with Service Provider: the Case of Odontology Services, Engineering Economics, 5, 55, pp. 59-67.
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.
Hensley, R., L and Sulek, J. (2007) Customer satisfaction with waits in multi-stage services, Managing Service Quality, 17, 2, pp. 152-173.
Huang, W. H. (2008) The impact of other-customer failure on service satisfaction, International Journal of Service Industry Management, 19, 4, pp. 521-536.
Mysen, T., Mysen, Svensson, G. and Payan, J., M. Payan (2011) Causes and outcomes of satisfaction in business relationships, Marketing Intelligence and Planning, 29, 2, pp. 123-139.
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.
Yang, Z. and Peterson, R. T. (2004) Customer perceived value, satisfaction, and loyalty: The role of switching costs, Psychology and Marketing, 21, 10, pp. 799-822.

Cristina Dragan

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