ServQual Importance Weights

Questions Respondents -->

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17
1 30 15 10 20 20 10 30 10 15 30 20 30
2 40 40 60 30 50 50 30 50 40 40 35 25
3 10 15 10 15 10 10 10 15 15 10 25 20
4 10 15 10 20 10 10 20 15 15 10 10 15
5 10 15 10 15 10 20 10 10 15 10 10 10
100 100 100 100 100 100 100 100 100 100 100 100 0 0 0 0 0
18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35

0 0 0 0 0 0 0 0 0 0 0 0 0
36 37 38 39 40
Dimention Questions Service Attributes
1 Provides service as promised
2 Sincerely solves problems
Reliability 3 Performs service right the first time
4 Provides service at promised time
5 Maintains error-free records
6 Has employees who instill confidence
7 Has employees who make customers feel comfortable
Assurance
8 Has employees who are consistently courteous
9 Has knowledgeable employees that answer customers questions
10 Has up-to-date equipment
11 Has visually appealing facilities
Tangibles
12 Has employees with neat and professional appearance
13 Has visually appealing materials
14 Give customers individual attention
15 Has business hours that are convenient to customers
Empathy 16 Has employees who give customers individual attention
17 Has customer's best interest at heart
18 Has employees who understand customers's needs
19 Keeps customers informed as to when services will be performed
20 Provides prompt service to customers
Responsiveness
21 Is willing to help customers
22 Is always ready to respond to customers requests
 Respondent 1 Respondent 2 Respondent 3 Respondent 4
Adcom Adcom Adcom Adcom
E-Score P-Score GAP (P-E) E-Score P-Score GAP (P-E) E-Score P-Score GAP (P-E) E-Score
5 4 -1 5 4 -1 5 4 -1 5
4 3 -1 4 3 -1 4 3 -1 4
4 3 -1 4 3 -1 4 3 -1 4
5 3 -2 5 3 -2 5 3 -2 5
4 4 0 4 4 0 4 4 0 4
4 3 -1 4 3 -1 4 3 -1 4
5 2 -3 5 2 -3 5 2 -3 5
4 2 -2 4 2 -2 4 2 -2 4
5 3 -2 5 3 -2 4 3 -1 5
4 3 -1 4 3 -1 4 3 -1 4
4 4 0 4 4 0 4 4 0 4
5 3 -2 5 3 -2 5 3 -2 5
5 4 -1 5 4 -1 5 4 -1 5
5 4 -1 5 4 -1 5 4 -1 4
4 3 -1 4 3 -1 4 3 -1 4
5 3 -2 4 3 -1 5 3 -2 5
4 3 -1 4 3 -1 4 3 -1 4
5 3 -2 5 3 -2 5 3 -2 5
5 2 -3 5 2 -3 5 2 -3 5
5 4 -1 5 4 -1 5 4 -1 5
5 4 -1 5 4 -1 5 4 -1 5
5 4 -1 5 4 -1 5 4 -1 5
Respondent 4 Respondent 5 Respondent 6 Respondent 7
Adcom Adcom Adcom Adcom
P-Score GAP (P-E) E-Score P-Score GAP (P-E) E-Score P-Score GAP (P-E) E-Score P-Score
4 -1 5 4 -1 5 4 -1 5 4
3 -1 4 3 -1 4 3 -1 4 3
3 -1 4 3 -1 4 3 -1 4 3
3 -2 5 3 -2 5 3 -2 5 3
4 0 4 4 0 4 4 0 4 4
3 -1 4 3 -1 4 3 -1 4 3
2 -3 5 2 -3 5 2 -3 5 2
2 -2 4 2 -2 3 2 -1 4 2
3 -2 5 3 -2 5 3 -2 5 3
3 -1 4 3 -1 4 3 -1 4 3
4 0 4 4 0 4 4 0 4 4
3 -2 5 3 -2 5 3 -2 4 3
4 -1 4 3 -1 5 4 -1 4 4
3 -1 5 4 -1 5 4 -1 5 4
3 -1 4 3 -1 4 3 -1 4 3
3 -2 5 3 -2 5 3 -2 5 3
3 -1 4 3 -1 4 3 -1 4 3
3 -2 5 3 -2 5 3 -2 5 3
2 -3 5 2 -3 5 2 -3 5 2
4 -1 5 4 -1 5 4 -1 5 4
4 -1 5 4 -1 5 4 -1 5 4
4 -1 5 4 -1 5 4 -1 5 4
Respondent 7 Respondent 8 Respondent 9 Respondent 10
Adcom Orient Orient Orient
GAP (P-E) E-Score P-Score GAP (P-E) E-Score P-Score GAP (P-E) E-Score P-Score
-1 5 4 -1 4 3 -1 5 3
-1 5 3 -2 4 4 0 5 2
-1 4 5 1 4 3 -1 5 4
-2 5 5 0 5 3 -2 4 3
0 4 4 0 4 4 0 4 3
-1 4 4 0 4 3 -1 3 4
-3 5 4 -1 5 4 -1 4 3
-2 5 5 0 4 3 -1 4 5
-2 5 4 -1 5 4 -1 5 3
-1 5 5 0 4 4 0 4 3
0 5 4 -1 5 4 -1 4 3
-1 4 4 0 3 3 0 4 4
0 5 5 0 4 3 -1 4 4
-1 5 4 -1 5 4 -1 5 3
-1 5 5 0 4 3 -1 5 4
-2 5 4 -1 5 4 -1 5 5
-1 5 4 -1 5 3 -2 5 4
-2 5 4 -1 4 3 -1 4 4
-3 5 5 0 5 2 -3 5 3
-1 5 5 0 5 3 -2 5 5
-1 5 5 0 5 4 -1 5 3
-1 5 4 -1 5 4 -1 5 5
espondent 10 Respondent 11 Respondent 12 Respondent 13
Orient Orient Orient Interflow
GAP (P-E) E-Score P-Score GAP (P-E) E-Score P-Score GAP (P-E) E-Score P-Score GAP (P-E)
-2 5 3 -2 5 2 -3 5 4 -1
-3 5 2 -3 4 4 0 4 4 0
-1 4 4 0 5 3 -2 4 2 -2
-1 5 3 -2 4 3 -1 5 3 -2
-1 5 5 0 5 5 0 4 4 0
1 4 3 -1 4 3 -1 5 4 -1
-1 4 3 -1 5 2 -3 4 3 -1
1 5 5 0 4 2 -2 5 4 -1
-2 4 2 -2 4 3 -1 4 3 -1
-1 4 4 0 4 2 -2 4 3 -1
-1 5 3 -2 5 2 -3 4 2 -2
0 4 4 0 4 2 -2 4 3 -1
0 5 4 -1 5 3 -2 5 3 -2
-2 5 4 -1 4 3 -1 4 3 -1
-1 4 2 -2 4 4 0 5 4 -1
0 5 2 -3 5 3 -2 4 3 -1
-1 4 3 -1 4 4 0 4 2 -2
0 5 5 0 5 5 0 4 3 -1
-2 5 5 0 5 3 -2 4 4 0
0 4 3 -1 4 3 -1 4 4 0
-2 5 5 0 5 5 0 4 3 -1
0 5 5 0 4 4 0 5 3 -2
 Respondent 14 Respondent 15 Respondent 16 Respondent 17
Interflow Interflow Interflow Interflow
E-Score P-Score GAP (P-E) E-Score P-Score GAP (P-E) E-Score P-Score GAP (P-E) E-Score
5 4 -1 4 4 0 4 4 0 5
4 3 -1 5 4 -1 5 2 -3 5
5 3 -2 5 2 -3 4 2 -2 5
5 4 -1 4 2 -2 4 3 -1 5
5 3 -2 5 4 -1 5 2 -3 4
4 4 0 5 2 -3 4 2 -2 5
4 4 0 4 3 -1 5 2 -3 4
5 4 -1 5 4 -1 4 3 -1 4
5 2 -3 4 2 -2 5 3 -2 5
4 4 0 4 3 -1 5 3 -2 4
5 4 -1 5 2 -3 5 3 -2 4
5 4 -1 4 2 -2 5 3 -2 5
5 4 -1 5 2 -3 4 2 -2 4
4 3 -1 5 4 -1 5 4 -1 4
5 3 -2 4 4 0 4 4 0 4
4 3 -1 4 3 -1 5 3 -2 4
5 3 -2 4 4 0 5 3 -2 4
4 2 -2 5 3 -2 4 3 -1 5
5 2 -3 5 2 -3 4 4 0 4
5 3 -2 5 4 -1 5 4 -1 4
4 3 -1 4 4 0 5 2 -3 5
4 3 -1 5 3 -2 4 4 0 5
Respondent 17 Respondent 18 Respondent 19 Respondent 20
Interflow Interflow Interflow Interflow
P-Score GAP (P-E) E-Score P-Score GAP (P-E) E-Score P-Score GAP (P-E) E-Score P-Score
4 -1 4 3 -1 5 3 -2 5 4
2 -3 5 2 -3 5 4 -1 4 3
4 -1 4 4 0 5 4 -1 4 3
4 -1 4 4 0 5 4 -1 4 2
4 0 5 4 -1 4 2 -2 4 3
3 -2 4 4 0 4 4 0 5 4
3 -1 5 4 -1 4 4 0 5 3
2 -2 4 4 0 4 4 0 5 4
4 -1 4 4 0 5 2 -3 4 4
2 -2 4 3 -1 5 4 -1 4 3
2 -2 4 2 -2 4 3 -1 5 2
3 -2 5 2 -3 5 4 -1 4 2
2 -2 5 2 -3 5 4 -1 5 2
4 0 4 3 -1 5 4 -1 5 4
2 -2 4 2 -2 4 3 -1 5 4
2 -2 4 3 -1 5 4 -1 4 2
4 0 4 2 -2 4 4 0 4 2
3 -2 4 4 0 4 4 0 5 3
2 -2 4 3 -1 4 3 -1 4 2
2 -2 5 3 -2 5 3 -2 4 2
4 -1 4 3 -1 5 4 -1 4 4
3 -2 4 2 -2 4 3 -1 5 3
espondent 20 Respondent 21 Respondent 22 Respondent 23
Interflow Interflow Interflow Interflow
GAP (P-E) E-Score P-Score GAP (P-E) E-Score P-Score GAP (P-E) E-Score P-Score GAP (P-E)
-1 4 2 -2 4 4 0 4 3 -1
-1 5 4 -1 5 2 -3 5 3 -2
-1 5 2 -3 4 3 -1 4 4 0
-2 4 4 0 5 4 -1 5 3 -2
-1 4 3 -1 4 2 -2 5 2 -3
-1 5 2 -3 4 3 -1 5 3 -2
-2 5 4 -1 4 4 0 5 2 -3
-1 5 2 -3 5 2 -3 5 4 -1
0 4 4 0 4 3 -1 4 4 0
-1 4 4 0 4 4 0 5 2 -3
-3 4 2 -2 4 4 0 4 3 -1
-2 4 3 -1 4 3 -1 4 3 -1
-3 5 2 -3 5 4 -1 5 3 -2
-1 4 2 -2 4 3 -1 4 3 -1
-1 4 4 0 5 3 -2 4 2 -2
-2 5 3 -2 5 3 -2 4 4 0
-2 4 3 -1 4 3 -1 4 3 -1
-2 5 3 -2 4 4 0 4 2 -2
-2 4 2 -2 5 2 -3 5 4 -1
-2 5 2 -3 4 2 -2 5 2 -3
0 4 4 0 5 3 -2 5 4 -1
-2 5 2 -3 5 2 -3 4 4 0
 Respondent 24 Respondent 25 Respondent 26 Respondent 27
Adcom Adcom Adcom Adcom
E-Score P-Score GAP (P-E) E-Score P-Score GAP (P-E) E-Score P-Score GAP (P-E) E-Score
Respondent 27 Respondent 28 Respondent 29 Respondent 30
Adcom Adcom Adcom Adcom
P-Score GAP (P-E) E-Score P-Score GAP (P-E) E-Score P-Score GAP (P-E) E-Score P-Score
espondent 30 Respondent 31 Respondent 32 Respondent 33
Adcom Adcom Adcom Adcom
GAP (P-E) E-Score P-Score GAP (P-E) E-Score P-Score GAP (P-E) E-Score P-Score GAP (P-E)
 Respondent 34 Respondent 35 Respondent 36 Respondent 37
Adcom Adcom Adcom Adcom
E-Score P-Score GAP (P-E) E-Score P-Score GAP (P-E) E-Score P-Score GAP (P-E) E-Score
Respondent 37
Adcom