Given below is sample questionaire using SERVQUAL measures. Please calculate the mean scors of perceptions and expectation for each of the five dimensions.

Please calcualte the differences between perceptionsand expctations for each dimenson.

Item Perception Expectation

$1$ Modern looking equipment $57$

$2$ Physical facilities $52$

$3$ Neatly dressed employees $35$

$4$ Materials associated with service $45$

$5$ Do what they promise to do $67$

$6$ Interested in solving customer problem $64$

$7$ Gets the service right the first time $76$

$8$ Timely service $24$

$9$ Insist on error free record $46$

$10$ Tell customers exactly when the service will be provided $27$

$11$ Provide prompt response to customer $45$

$12$ Willing to help customers $74$

$13$ Nevel too busy to respond to customer requests $47$

$14$ Behaviour instills, confidence in customers $56$

$15$ Customers feel safe during transactions $65$

$1664$