EXQ: A Multiple-Item Scale for Assessing Customer Experience In ...

Product Experience
PRO1 I want to choose between different options to make certain I get the best offer.
PRO2 It is important to me to receive mortgage offers from different companies.
PRO3 Unless I can compare different options, I will not know which one is the best for me.
PRO4 It would be great if I could deal with one designated contact through the entire
process of getting my mortgage.
Customer Satisfaction
The satisfaction measures consisted of three rating items; respondents indicated their
satisfaction on each scale item using a 7-point scale (1 = strongly disagree, 7 = strongly
agree) with a Do not know/Not applicable option next to the scale.
SAT1 I am satisfied with the service my mortgage service provider provides to me.
SAT2 I am satisfied with my overall experience with my mortgage service provider.
SAT3 As a whole, I am not satisfied with my mortgage service provider (reversed score
item).
Loyalty
The loyalty measures consisted of three items using a 7-point scale (1 = strongly disagree, 7 =
strongly agree) with a Do not know/Not applicable option at the center of the scale.
LOY1 I am a loyal customer of my mortgage service provider.
LOY2 I have developed a good relationship with my mortgage service provider.
LOY3 I am loyal to my mortgage service provider.
Word-of-Mouth
The word-of-mouth measures consisted of three items; respondents indicated their likelihood
of engaging in each behaviour on each scale item using a 7-point scale (1 = strongly disagree,
7 = strongly agree) with a Do not know/Not applicable option next to the scale.
WOM1 I am likely to say good things about my mortgage service provider.
WOM2 I would recommend my mortgage service provider to my friends and relatives.
WOM3 If my friends were looking for a new company of this type, I would tell them to try
my mortgage service provider.
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