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Tess, USA
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Calculating the variations in expectations in SERVQUAL
I am working on my thesis and I am using the SERVQUAL method to calculate the variations in expectations among hotel personnel. Where can I find more information on how to calculate the results from the surveys?
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Abdul Kambagha, Tanzania
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Calculation of Variation in Hotel Personnel This will depend on the quality of your questionnaire and the tool of analysis which you intend to use. For example, if your questionnaires are well designed and completed, SPSS Version 10 or above will do every thing for you.
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Aleksandra, Macedonia
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Calculating the variations in expectations in SERVQUAL I used it in my MBA thesis, and also used SPSS, but I found that I couldn't group the items into the dimensions so that I can perform the relevant analysis, therefore, i first summed up and found the means in each dimension using MS excel, and then entered the results again in SPSS.
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Uloma, Nigeria
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Calculating Servqual Scores Can anybody educate me better on how to calculate the difference between perception of service and actual service within a given organisation?
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Jeff Shinn, USA
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Calculating Servqual Scores With regard to calculating the difference between perception of service and actual service, I believe you must first be clear on the value delivered from the service.
But to be more clear, "Value" comes in many forms - tangible, reliability, cost, etc. but still remains somewhat vague in general context.
The quality of the up-front analysis to scope, design, deliver, and support the service is, I believe, critical to later understanding the perception gap.
In the context of my IT Helpdesk, I use a survey to capture "sentiment" but also capture key metrics that describe the quality, timeliness, completeness, cost (in time per unit and overall), and perception "by incident". I compare the details by incident (average and distribution) to the annual survey results on sentiment. When there is a gap, I feel I have enough information to take appropriate next steps to identify the cause.
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Martin haley
Lecturer, United Kingdom
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Calculating SERVQUAL Score Not sure if this is a simple answer in that you calculate a mean for each of your questions and then compare the mean of the expected with the mean of the perceived. If the difference is negative then simple there is an underperformance , etc.
The issue is to look at statistical difference and error and is there really a difference.
However Servqual as a tool only provides a result as a moment in time and its usefulness is to repeat the process periodically to see if the difference is growing or reducing, growing bad, reducing good.
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