Question: Given below is a sample questionnaire using SERVQUAL measures. Please calculate the mean scores of perceptions and expectation for each of the five dimensions. Please
Given below is a sample questionnaire using SERVQUAL measures. Please calculate the mean scores of perceptions and expectation for each of the five dimensions. Please calculate the differences between perceptions and expectations for each dimension.
tableItem,Perception,ExpectationModern looking equipment,Physical facilities,Neatly dressed employees,tableMaterials associated withservicetableDo what they promise todotableInterested in solvingcustomers problemtableGets the service right thefirst timeTimely service,Insist on error free record,tableTell customers exactlywhen the service will beprovidedtableProvide prompt responseto customerWilling to help customers,tableNever too busy to respondto customer requeststableBehaviour instillsconfidence in customerstableCustomers feel safe duringtransactionstableAre consistently courteousto customerstableHave the knowledge torespond to customersquestionstableCustomers get individualattentiontableConvenient operatinghourstableEmplovees give customerspersonal attentiontableHas customers bestinterest at hearttableTakes effort to understandspecial needs of the
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