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The Methodology Outlined below are the instructions for carrying out a SERVQUAL
survey, and a sample of the questions used in the questionnaire. In
this sample, a restaurant is surveyed however, any service
organisation can be surveyed using this questionnaire. All that needs
to be done is to substitute the word "restaurant" with the particular
organisation or industry being surveyed.
1. Select the restaurant whose service quality you want to assess.
Using the questionnaire (see Appendix A below), obtain the score
for each of the 22 Expectation statements, then obtain the score
for each of the 22 Perception statements. Calculate the Gap Score
for each of the statements where the Gap Score = Perception
Expectation (see Table 1 below).
2. Obtain an average Gap Score for each dimension of service
quality by assessing the Gap Scores for each of the statements
that constitute the dimension and dividing the sum by the number
of statements making up the dimension (see Table 1 below).
3. Sum the averages calculated in step 2 above and divide by 5 to
SERVQUAL Questionnaire 1
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. 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).
Sum the scores calculated in step 5 above to obtain the weighted
SERVQUAL score of service quality for the area being measured.
SERVQUAL Importance Listed below are the five sets of features pertaining to restaurants and
Weights the services they offer. We would like to know how much each of these
sets of features is important to the customer. Please allocate 100
points among the five sets of features according to how important it is
to you. Make sure the points add up to 100.
Features Points
SERVQUAL Questionnaire 2
1. The appearance of the restaurants physical facilities,
equipment, personnel and communication materials.
2. The restaurant's ability to perform the promised service
dependably and accurately
3. The restaurants willingness to help customers and provide
prompt service.
4. The knowledge and courtesy of the restaurant's employees
and their ability to convey trust and confidence.
5. The caring individual attention the restaurant provides its
customers.
Total: 100
Tangibility
Reliability
Responsiveness
Assurance
Empathy
SERVQUAL Questionnaire 3
Appendix A the SERVQUAL Questionnaire
Strongly Strongly
Disagree Agree
1 2 3 4 5 6 7
Statement Score
SERVQUAL Questionnaire 4
Statement Score
SERVQUAL Questionnaire 5
Perceptions The following statements relate to your feelings about the
particular restaurant you have chosen. Please show the extent
to which you believe this restaurant has the feature described in
the statement. Here, we are interested in a number from 1 to 7
that shows your perceptions about the restaurant.
Strongly Strongly
Disagree Agree
1 2 3 4 5 6 7
Statement Score
10. Employees in the restaurant tell you exactly when the services
will be performed.
SERVQUAL Questionnaire 6
Statement Score
SERVQUAL Questionnaire 7