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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.