Weighted and Unweighted Average SERVQUAL Scores?

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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?

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