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Essay text:
SERVQUAL examines five dimensions of service quality:
• Reliability
• Responsiveness
• Assurance;
• Empathy, and
• Tangible (e.g. appearance of physical facilities, equipment, etc.)
For each dimension of service quality above, SERVQUAL measures both the expectation and perception of the service on a scale of 1 to 7, 22 questions in total. Then, each of the five dimensions are weighted according to customer importance, and the score for each dimension multiplied by the weighting. Following this, the Gap Score for each dimension is calculated by subtracting the Expectation score from the Perception score...
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