Official websites use .gov
A
.gov website belongs to an official
government organization in the United States.
Secure .gov websites use HTTPS
A lock (
) or https:// means you've safely
connected to the .gov website. Share sensitive
information only on official, secure websites.
Scales employed in SERVQUAL.
Source: Adapted from Parasuraman, Zeithaml and Berry [29]
| SCALE 1 | SCALE 2 | SCALE 3 | |||
|---|---|---|---|---|---|
| Expectation | Perception | Importance | |||
| Linguistic variable | Assigned score | Linguistic variable | Assigned score | Linguistic variable | Assigned score |
| Very low | 1 | Too bad | 1 | Very low | 1 |
| Low | 2 | Bad | 2 | Low | 2 |
| Average | 3 | Average | 3 | Average | 3 |
| High | 4 | Good | 4 | High | 4 |
| Very high | 5 | Very good | 5 | Very high | 5 |
