Measuring transaction‐specific satisfaction in services: Are the measures transferable across cultures?

This study examines the equivalence of the use of a customer satisfaction survey in four culturally divergent contexts. It is based on 6,776 responses collected from fast food customers in Greece, Jamaica, the UK and the USA. The results reveal that the similarities in the measurement of satisfaction in these contexts are more than the differences, and suggest that the development of measures to examine and compare consumer satisfaction across cultures and languages is, indeed, feasible.