SERVQUAL Questionnaire Design


 
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SERVQUAL Questionnaire Design
Adam McCaig, IT Manger, United Kingdom

All the sample questions i have seen have appeared neutral and almost unfriendly. One person thought they were aggressive. The original questions were by Zeithmal et al. How much can the style of these questions be changed, i.e. to make them softer? Thanks
 

 















 

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