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Business
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| Number of pages / Number of words: |
6 / 1470 |
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Sum the averages calculated in step 2 above and divide by 5 to obtain an average SERVQUAL score. This core is the unweighted measure of service quality for the area being measured.
4. If you want to have a weighted score, calculate the importance weights for each of the five dimensions of service quality constituting the SERVQUAL scale...
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If you want to have a weighted score, calculate the importance weights for each of the five dimensions of service quality constituting the SERVQUAL scale. The sum of the weights should add up to 100 (see Table 2 below).
5. Calculate the weighted average SERVQUAL score for each of the five dimensions of service quality multiplying the averages calculated in step 2 above by the weighted scores calculate in step 4 above (see Table 3 below)...
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