SERVQUAL INSTRUMENT

THE SERVQUAL INSTRUMENT

 

EXPECTATIONS

PERCEPTIONS

This survey deals with your opinions of Hotel Industry. Please show the extent to which you think Hotel Industry should posses the following features. What we are interested in here is a number that best shows your expectations about institutions offering Hotel services

The following statements relate to your feelings about the particular Hotel XYZ you chose. Please show the extent to which you believe XYZ has the feature described in the statement. Here, we are interested in a number that shows your perceptions about XYZ Hotel.

 

 

Strongly                                                                      Strongly

Strongly                                                                               Strongly

Disagree                                                                     Agree

Disagree                                                                                Agree

1            2              3                4             5             6               7

1              2                  3                4                5             6               7

 

 

 

(E)

 

(P)

Gap Score

P - E

Tangibles

 

Tangibles

 

 

E1. Excellent Hotel Industries will have modern looking equipment.

5

P1. XYZ Hotel has modern looking equipment.

7

2

E2. The physical facilities at excellent Hotel Industries will be visually appealing.

3

P2. XYZ Hotel’s physical facilities are visually appealing.

5

2

E3. Employees at excellent Hotel Industries will be neat appearing.

4

P3. XYZ Hotel’s reception desk employees are neat appearing.

7

3

E4. Materials associated with the service (such as menus/ pamphlets or statements) will be visually appealing at an excellent Hotel.

6

P4. Materials associated with the service (such as pamphlets or statements) are visually appealing at XYZ Hotel.

6

0

 

 

 

 

7

 

 

Average Tangibles SERVQUAL score

 

7/4 = 1.75

 

(E)

 

(P)

Gap Score

P - E

Reliability

 

Reliability

 

 

E5. When excellent Hotels promise to do something by a certain time, they do.

4

P5. When XYZ hotel promises to do something by a certain time, it does so.

6

2

E6. When a customer has a problem, excellent hotel will show a sincere interest in solving it.

3

P6. When you have a problem, XYZ hotel shows a sincere interest in solving it.

7

4

E7. Excellent hotel will perform the service right the first time.

2

P7. XYZ hotel performs the service right the first time.

5

3

E8. Excellent hotels will provide the service at the time they promise to do so.

4

P8. XYZ hotel provides its service at the time it promises to do so.

6

2

E9. Excellent hotels will insist on error free records

5

P9. XYZ hotel insists on error free records

7

2

 

 

 

 

13

 

 

Average Responsiveness SERVQUAL score

 

13/5 = 2.6

 

 

 

 

 

Responsiveness

 

Responsiveness

 

 

E10. Employees of excellent hotel will tell customers exactly when services will be performed.

5

P10. Employees in XYZ hotel tell you exactly when services will be performed.

6

1

E11. Employees of excellent hotels will give prompt service to customers.

3

P11. Employees in XYZ hotel give you prompt service.

5

2

E12. Employees of excellent hotels will always be willing to help customers.

5

P12. Employees in XYZ hotel are always willing to help you.

7

2

E13. Employees of excellent hotels will never be too busy to respond to customers’ requests.

6

P13. Employees in XYZ hotel are never too busy to respond to your request.

7

1

 

 

 

 

6

 

 

Average Responsiveness SERVQUAL score

 

6/7 = 0.86

 

(E)

 

(P)

Gap Score

P - E

Assurance

 

Assurance

 

 

E14. The behavior of employees in excellent hotels will instill confidence in customers.

5

P14. The behavior of employees in XYZ hotel instills confidence in you.

6

1

E15. Customers of excellent hotels will feel safe in transactions.

4

P15. You feel safe in your transactions with XYZ hotel.

7

3

E16. Employees of excellent hotels will be consistently courteous with customers.

6

P16. Employees in XYZ hotel area consistently courteous with you.

7

1

E17. Employees of excellent hotels will have the knowledge to answer customers’ questions.

4

P17. Employees in XYZ hotels have the knowledge to answer your questions.

6

2

 

 

 

 

7

 

 

Average Assurance SERVQUAL score

 

7/4 = 1.75

 

 

 

 

 

Empathy

 

Empathy

 

 

E18. Excellent hotels will give customers individual attention.

6

P18. XYZ bank gives you individual attention.

7

1

E19. Excellent hotels will have operating hours convenient to all their customers.

6

P19. XYZ bank has operating hours convenient to all its customers.

7

1

E20. Excellent hotels will have employees who give customers personal attention.

5

P20. XYZ bank has employees who give you personal attention.

7

2

E21. Excellent hotels will have their customer’s best interests at heart.

4

P21. XYZ bank has your best interest at heart.

7

3

E22. The employees of excellent hotels will understand the specific needs of their customers.

3

P22. The employees of XYZ bank understand your specific needs.

7

Assignment on SERVQUAL INSTRUMENT By ABC Date THE SERVQUAL INSTRUMENT EXPECTATIONS PERCEPTIONS This survey deals with your opinions of Hotel Industry. Please show the extent to which you think Hotel Industry should posses the following features. What we are interested in here is a number that best shows your expectations about institutions offering Hotel services The following statements relate to your feelings about the particular Hotel XYZ you chose. Please show the extent to which you believe XYZ has the feature described in the statement. Here, we are interested in a number that shows your perceptions about XYZ Hotel. Strongly Strongly Strongly Strongly Disagree Agree Disagree Agree 1 2 3 4 5 6 7 1 2 3 4 5 6 7 (E) (P) Gap Score P - E Tangibles Tangibles E1. Excellent Hotel Industries will have modern looking equipment. 5 P1. XYZ Hotel has modern looking equipment. 7 2 E2. The physical facilities at excellent Hotel Industries will be visually appealing. 3 P2. XYZ Hotel’s physical facilities are visually appealing. 5 2 E3. Employees at excellent Hotel Industries will be neat appearing. 4 P3. XYZ Hotel’s reception desk employees are neat appearing. 7 3 E4. Materials associated with the service (such as menus/ pamphlets or statements) will be visually appealing at an excellent Hotel. 6 P4. Materials associated with the service (such as pamphlets or statements) are visually appealing at XYZ Hotel. 6 0 7 Average Tangibles SERVQUAL score 7/4 = 1.75 (E) (P) Gap Score P - E Reliability Reliability E5. When excellent Hotels promise to do something by a certain time, they do. 4 P5. When XYZ hotel promises to do something by a certain time, it does so. 6 2 E6. When a customer has a problem, excellent hotel will show a sincere interest in solving it. 3 P6. When you have a problem, XYZ hotel shows a sincere interest in solving it. 7 4 E7. Excellent hotel will perform the service right the first time. 2 P7. XYZ hotel performs the service right the first time. 5 3 E8. Excellent hotels will provide the service at the time they promise to do so. 4 P8. XYZ hotel provides its service at the time it promises to do so. 6 2 E9. Excellent hotels will insist on error free records 5 P9. XYZ hotel insists on error free records 7 2 13 Average Responsiveness SERVQUAL score 13/5 = 2.6 Responsiveness Responsiveness E10. Employees of excellent hotel will tell customers exactly when services will be performed. 5 P10. Employees in XYZ hotel tell you exactly when services will be performed. 6 1 E11. Employees of excellent hotels will give prompt service to customers. 3 P11. Employees in XYZ hotel give you prompt service. 5 2 E12. Employees of excellent hotels will always be willing to help customers. 5 P12. Employees in XYZ hotel are always willing to help you. 7 2 E13. Employees of excellent hotels will never be too busy to respond to customers’ requests. 6 P13. Employees in XYZ hotel are never too busy to respond to your request. 7 1 6 Average Responsiveness SERVQUAL score 6/7 = 0.86 (E) (P) Gap Score P - E Assurance Assurance E14. The behavior of employees in excellent hotels will instill confidence in customers. 5 P14. The behavior of employees in XYZ hotel instills confidence in you. 6 1 E15. Customers of excellent hotels will feel safe in transactions. 4 P15. You feel safe in your transactions with XYZ hotel. 7 3 E16. Employees of excellent hotels will be consistently courteous with customers. 6 P16. Employees in XYZ hotel area consistently courteous with you. 7 1 E17. Employees of excellent hotels will have the knowledge to answer customers’ questions. 4 P17. Employees in XYZ hotels have the knowledge to answer your questions. 6 2 7 Average Assurance SERVQUAL score 7/4 = 1.75 Empathy Empathy E18. Excellent hotels will give customers individual attention. 6 P18. XYZ bank gives you individual attention. 7 1 E19. Excellent hotels will have operating hours convenient to all their customers. 6 P19. XYZ bank has operating hours convenient to all its customers. 7 1 E20. Excellent hotels will have employees who give customers personal attention. 5 P20. XYZ bank has employees who give you personal attention. 7 2 E21. Excellent hotels will have their customer’s best interests at heart. 4 P21. XYZ bank has your best interest at heart. 7 3 E22. The employees of excellent hotels will understand the specific needs of their customers. 3 P22. The employees of XYZ bank understand your specific needs. 7 4 11 Average Empathy SERVQUAL scores 11 / 5 = 2.2 TABLE 1: CALCULATIONS TO OBTAIN UNWEIGHTED SERVQUAL SCORE Average Tangible SERVQUAL score 1.75 Average Reliability SERVQUAL score 2.6 Average Responsiveness SERVQUAL score 0.86 Average Assurance SERVQUAL score 1.75 Average Empathy SERVQUAL score 2.2 TOTAL 9.16 AVERAGE (= Total / 5) UNWEIGHTED SERVQUAL SCORE 1.832 Table 2: SERVQUAL IMPORTANCE WEIGHTS Listed below are five features pertaining to hotels and the services they offer. We would like to know how much each of these features is important to the customer. Please allocate 100 points among the five features according to how important it is to you. Make sure the points add up to 100. Features The appearance of the hotels physical facilities, equipment, personnel, and communication materials. ____25_____ points The hotels ability to perform the promised service dependably and accurately. ____15 ____ points The bank's willingness to help customers and provide prompt service. ____15______ points The knowledge and courtesy of the Hotels's employees and their ability to convey trust and confidence. _____20_____ points The caring, individual attention the bank provides its customers. _____25____ points Total:out of 100points _____100___ points Table 3: SERVQUAL WEIGHTED SCORES SERVQUAL Dimension Score from Table 1 X Importance Weight from Table 2 = Weighted Score Average Tangible 1.75 x 25 = 43.75 Average Reliability 2.6 x 15 = 39 Average Responsiveness 0.86 x 15 = 12.90 Average Assurance 1.75 x 20 = 35 Average Empathy 2.2 x 25 = 55 TOTAL 185.65 AVERAGE (= Total / 5) WEIGHTED SERVQUAL SCORE 37.13

Get Rewriting & Paraphrasing Help!

We have more than 1500 academic writers and we promise 0% plagiarism in your paper.

Paper's Detail

Category Retail Management
Paper Type APA
Reference Type Research Proposal
Words 1022

Our Online Writers

Mathematics & Physics

237 Homework Orders Completed

5.0

online

Study Table

Australia

Dear respected Client, I am a qualified and experienced Writer, Researcher, Tutor, analyst and Consultant. …

Mathematics & Physics

207 Homework Orders Completed

5.0

online

Helping Door

Pakistan

Dear respected Client, I am a qualified and experienced Writer, Researcher, Tutor, analyst and Consultant. …

Business & Management

237 Homework Orders Completed

5.0

online

Homework Specialist

United Kingdom

I am an admired writer in all fields of writing with over 5 years of …

Order Your Homework Today!

We have over 1500 academic writers ready and waiting to help you achieve academic success

Private and Confidential

Yours all information is private and confidential; it is not shared with any other party. So, no one will know that you have taken help for your Academic paper from us.

Our Customers Rating

Order Now

Frequently Asked Questions

Private and Confidential

Client’s all information is private and confidential; it is not shared with any other party. Even, we don’t ask client name and give user name to his/her profile. So, no one will know that you have taken help for your Academic paper from us.

Payment Safeguard

We only accept PayPal as our payment method. It is 100% secure. As, We don’t take and store any Credit/Debit card information.

Plagiarism Free

It is guaranteed all your Homework/Assignments Solutions are plagiarism free and original. Writers here charge for their efforts not for Copy/Paste work and TOS management takes strict action against those writers.

Guaranteed Quality

All the writers working here are recruited and chosen after taking strict evaluation of their Academic degrees, Experience and background. Then, they are allowed to work here as providing quality homework solution is our first priority.

24/7 online Writers

Our website is worldwide forum, where 100s of experts all over the world remain online round a clock, so, you can come at anytime and get the help from any of your homework. Even Urgent within 1 hour!

Prices at TutorsOnSpot.com

Prices at tutorsonspot.com are very competitive and low. As, tutorsonspot.com is marketplace so, all the writers bid for getting the work and competition among the writers lowers the price and you get your work done at low minimal prices.

Guarantees

  • Our service provides you with original content that does not have plagiarism in it. We are renowned for providing our customers with customized content that is written specifically for them. If you are thinking, can someone help me with my research paper? You can depend on us to help you out.
  • Our motto is to meet deadlines and deliver your solution right on time.We understand that you want to save your time and we respect it. Regardless of the difficulty, we deliver an unparalleled solution without any delay. Moreover, you get a money back guarantee in case you are not satisfied with our service. To understand this guarantee, check our terms and conditions related to it.
  • We perform a detailed research when writing your paper. With all of our services, we ensure to perform extensive research before creating your solution. Furthermore, if you have any questions, just reach out to our customer service team that is available all the day.
  • It is our primary goal to satisfy you. Thus, if you are thinking: can someone write my research paper? Just contact us and get the best services that you can get.

Homework Questions in Business & Management

Best Service for the Struggling Students

Services For All Subjects

We have experienced tutors and assignment experts from all over the world for all subjects.

24/7 Live Writers

100's of qualified phd tutors round the clock.

Best Price Guarantee

Compare our price. Our services are of highest quality and lowest price, Guaranteed.

Plagiarism Free Work

Your information including personal details are safe with us.We have strict privacy policy.

Safe Payment Options

Pay using paypal though verified gateway for maximum safety, No risk.

100% Privacy Guaranteed

Scan our work with all plagiarism checking tools, Result will always be 0%.

Guarantee Your Academic Success!