Valuation of the SERVQUAL survey
20. 3. 2007
Valuation of the SERVQUAL survey
As I described in articles before, SERVQUAL is
based on 5 dimensions, within respondents are asked in the 22 item battery of
statements.
Customers obtain the questionnaire, where they
will evaluate the statements in expectation and perception parts and in the end
they valuate relative importance of 5 dimensions represented by statements.
When I received all questionnaires, they will
be sorted by demographic criteria and evaluated. Then will continue statistic
analysis and validation of results. After all, data will be prepared for
identification of the service quality level of the company and then help to
locate places, where should be made some corrections to ensure customer higher
satisfaction.