Figure 4—Calculation of SERVQUAL Scores
Dimension
Tangible
Statement
Expectation Score
Perception Score
Gap Score
Average for
Dimension
1
2
3
4
Reliability 5
6
7
8
9
Responsiveness 10
11
12
13
Assurance 14
15
16
17
Empathy 18
19
20
21
22
Unweighted average SERVQUAL score:
Figure 5—SERVQUAL Importance Weights
Allocate 100 points among the five sets of features listed here according to how important the features are to you. Ensure that the points add up to 100.
Features Points
1. The appearance of the SAS 70 audit firm’s physical facilities, equipment, personnel and communication materials
2. The SAS 70 audit firm’s ability to perform the promised service dependably and accurately
3. The SAS 70 audit firm’s willingness to help customers and provide prompt service
4. The knowledge and courtesy of the SAS 70 audit firm’s employees and their ability to convey trust and confidence
5. The caring, individual attention the SAS 70 audit firm provides to its customers
Total:
