Weighted and Unweighted Average SERVQUAL Scores?




SERVQUAL
Knowledge Center

Translate

Forum
17
Safa Al-Nashmi
Technical professional specialist , Kuwait

Weighted and Unweighted Average SERVQUAL Scores?

If the unweighted average SERVQUAL score is 1.312, and the average weighted score is 30.606 what does that mean? I'm using the average discrepancy between a customer's expectations and the customer's perceptions for 5 SERVQUAL dimensions, likert-type scale were used for ranking the statements anchored 1 to 7 with “strongly disagree” and “strongly agree”, using 22 questions in total for 100 surveyed users. Please help?
 

Rating

 
2
Jaap de Jonge
Editor, Netherlands
 

The Unweighted Average SERVQUAL Score

The "Unweighted Average SERVQUAL Score" is simply the mean (=average) of the mean scores in the 5 dimensions.
For example, let's suppose you obtained following GAP scores (Perception score - Expectation score) per dimension:
Dimension 1. Tangibles - mean for this dimension (P-E): -0,65
Dimension 2. Reliability - mean for this dimension (P-E): -1,10
Dimension 3. Responsiveness - mean for this dimension (P-E): -0,83
Dimension 4. Assurance - mean for this dimension (P-E): -0,70
Dimension 5. Empathy - mean for this dimension (P-E): -1,01
This would mean your Unweighted Average SERVQUAL Score = (-0,65 + -1,10 + -0,83 + -0,70 + -1,01) : 5 = -4,29 : 5 = -0,86.
This means the customers expected your service level to be an average of 0,86 per dimension higher than what they actually got from your company.
By the way, because the perceived GAP in dimension 2 is the biggest, reliability could be the place to start improving your service quality.

 
1
Jaap de Jonge
Editor, Netherlands
 

The Weighted Average SERVQUAL Score

The "Weighted Average SERVQUAL Score" is almost the same as the unweighted one, except that a weight... Sign up

   

More on SERVQUAL:
Summary
DIscussion Topics
Calculating the variations in expectations in SERVQUAL
Gap 5 in SERVQUAL model
The Standard SERVQUAL Questionaire
Extra SERVQUAL Dimensions
Using SERVQUAL for Employee Satisfaction
How to deal with Change in Perceptions in SERVQUAL?
👀Weighted and Unweighted Average SERVQUAL Scores?
Zone of Tolerance in Service Quality Expectations
Referencing 12manage
SERVQUAL Should Include Product Quality
Analyzing Gap 4 of SERVQUAL
How to Make Money from Value Added Services
Explanation of the SERVQUAL Gaps
Customer Service is an Opportunity to Differentiate your Business
Data Analysis Using SERVQUAL Model
How to analyze a Supply Chain Using SERVQUAL Model?
Definitions of Service Value
GAP Model versus SERVQUAL Model
How the SERVQUAL Model is Applicable in Health Care Organizations
Impact of Service Delivery on Strategy
🔥Customer Service Excellence ( CSE)
Special Interest Group

Do you know a lot about SERVQUAL? Become our SIG Leader

SERVQUAL
Knowledge Center



About 12manage | Advertising | Link to us / Cite us | Privacy | Suggestions | Terms of Service
© 2023 12manage - The Executive Fast Track. V16.0 - Last updated: 31-1-2023. All names ™ of their owners.