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  • Data Analysiss

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    Judy Ann Alejandrino Espino
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    The document presents data from a SERVQUAL survey measuring customer satisfaction and expectations across 15 questions (Q1-Q15). It shows the average satisfaction and expectation scores for each question, as well as the gap between satisfaction and expectation. Overall, satisfaction and expectation scores were similar, with small negative or positive gaps between the two for each question.

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    A Data Analysis to our Servqual

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    The document presents data from a SERVQUAL survey measuring customer satisfaction and expectations across 15 questions (Q1-Q15). It shows the average satisfaction and expectation scores for each question, as well as the gap between satisfaction and expectation. Overall, satisfaction and expectation scores were similar, with small negative or positive gaps between the two for each question.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as xlsx, pdf, or txt
    19 views9 pages

    Data Analysiss

    Uploaded by

    Judy Ann Alejandrino Espino
    The document presents data from a SERVQUAL survey measuring customer satisfaction and expectations across 15 questions (Q1-Q15). It shows the average satisfaction and expectation scores for each question, as well as the gap between satisfaction and expectation. Overall, satisfaction and expectation scores were similar, with small negative or positive gaps between the two for each question.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as xlsx, pdf, or txt
    of 9

    Servqual Model

    How satisfied are you on the following: How important are the following for you:
    Satisfaction Rank Expectation Rank
    Q1 4.20 2 4.28 1
    Q2 4.10 7 4.25 2
    Q3 4.12 6 4.15 5
    Q4 4.15 4 4.22 3
    Q5 4.13 5 4.2 9
    Q6 4.25 1 4.3 8
    Q7 4.10 7 4.12 7
    Q8 4.13 5 4.1 10
    Q9 4.05 9 3.98 12
    Q10 4.10 7 4 11
    Q11 4.07 8 4.1 10
    Q12 4.13 5 4.28 1
    Q13 4.13 5 4.13 6
    Q14 4.20 2 4.13 6
    Q15 4.17 3 4.18 4

    Average 4.14 4.16


    following for you: GAP
    Rank Likert Scale
    -0.08
    -0.15 Dissatisfied
    -0.03 1 2
    -0.07 Not all important
    -0.07
    -0.05
    -0.02
    0.03
    0.07
    0.10 Top priority
    -0.03
    -0.15
    0.00
    0.07
    -0.01

    -0.03

    + Overdelivering on our promise vs. their


    expectations, customer delight

    - Overpromising, underdelivering vs. expectations,


    non fulfillment
    Very Satisfied
    3 4 5
    Very important
    TAL
    EXPECTATION
    Respondents Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q8 Q9 Q10 Q11 Q12
    1 4 5 5 5 5 5 4 5 5 4 5 5
    2 5 5 4 4 5 5 5 3 4 4 4 5
    3 4 5 5 5 4 5 5 5 5 4 5 5
    4 4 5 4 4 4 4 4 4 4 4 4 4
    5 5 5 5 5 5 5 5 5 5 5 5 5
    6 5 5 4 4 4 5 5 4 4 4 4 4
    7 5 5 5 5 5 5 5 5 5 5 5 5
    8 4 4 3 3 3 4 4 4 3 4 4 4
    9 5 5 5 5 5 5 5 5 5 5 5 5
    10 5 4 5 4 5 4 4 5 5 5 4 5
    11 4 4 4 4 4 4 4 4 4 4 4 4
    12 4 4 4 4 4 4 4 4 4 4 4 4
    13 5 5 5 5 5 5 5 5 5 5 5 5
    14 4 4 4 4 4 4 4 4 4 4 4 4
    15 4 4 4 4 5 4 4 3 3 3 4 4
    16 5 5 5 5 5 5 5 4 5 4 5 5
    17 5 5 5 5 5 5 5 5 5 5 5 5
    18 5 5 4 5 4 4 5 4 5 4 5 4
    19 3 4 3 3 4 3 3 3 3 4 4 4
    20 5 5 5 4 4 5 5 4 3 5 5 5
    21 4 5 4 4 5 5 4 5 5 3 4 4
    22 5 5 4 4 3 4 4 4 4 4 4 5
    23 5 5 5 5 5 5 5 5 5 5 5 5
    24 3 3 3 4 4 4 4 4 3 3 4 4
    25 5 5 5 5 5 5 5 5 5 5 5 5
    26 5 5 5 5 5 5 5 5 5 5 5 4
    27 5 5 5 5 5 5 5 5 5 5 5 5
    28 5 5 5 5 5 5 4 3 3 3 4 3
    29 5 5 5 5 5 5 5 5 5 5 5 5
    30 5 4 4 5 5 5 5 4 4 4 4 4
    31 5 5 5 5 5 5 5 5 5 5 5 5
    32 5 5 5 5 5 5 5 5 5 5 5 5
    33 5 5 5 5 5 5 5 5 5 5 5 5
    34 5 5 5 5 5 5 5 5 5 5 5 5
    35 5 5 5 4 5 5 5 5 5 4 4 5
    36 5 5 5 5 5 5 5 5 5 4 5 5
    37 4 4 4 5 4 4 4 4 4 4 4 4
    38 5 4 4 5 4 5 4 3 4 2 4 5
    39 5 5 5 5 5 5 4 5 4 4 4 5
    40 3 3 3 3 3 4 4 3 2 3 3 3
    41 4 4 4 4 4 4 4 4 4 4 4 4
    42 3 3 4 3 4 3 3 4 3 4 3 4
    43 4 4 4 3 4 4 3 3 3 3 4 4
    44 4 4 4 4 3 4 3 4 3 4 3 4
    45 4 3 3 4 3 4 3 4 3 4 3 4
    46 4 4 4 4 4 4 4 4 3 4 3 4
    47 3 4 3 4 3 4 3 3 4 3 3 4
    48 4 4 4 3 3 3 4 3 3 3 3 4
    49 3 4 3 3 4 3 4 4 3 4 3 4
    50 4 4 4 4 4 4 3 4 3 3 3 3
    51 4 3 4 3 4 3 4 3 4 3 3 4
    52 3 3 3 3 4 3 3 4 3 3 4 4
    53 4 3 3 4 3 3 3 3 4 4 4 4
    54 4 3 3 3 4 3 3 3 3 3 4 4
    55 4 4 4 4 3 3 3 3 4 4 3 3
    56 4 3 3 4 4 4 4 4 3 3 4 3
    57 3 3 3 4 3 4 3 4 3 4 3 4
    58 4 3 3 4 3 4 3 3 3 4 4 4
    59 3 3 4 4 3 4 2 4 3 4 3 3
    60 3 3 3 3 3 4 3 3 3 3 3 3
    MEAN 4.28 4.25 4.15 4.22 4.20 4.30 4.12 4.10 3.98 4.00 4.10 4.28
    TALLY
    SATISFACTION
    Q13 Q14 Q15 Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q8 Q9 Q10 Q11
    5 5 5 5 5 5 5 5 5 4 5 5 4 5
    5 5 5 5 5 4 4 5 5 5 4 4 4 4
    5 5 5 5 5 5 5 5 5 5 5 5 5 5
    4 4 4 4 4 4 4 4 4 4 4 4 4 4
    5 5 5 5 5 5 5 5 5 5 5 5 5 5
    5 4 5 5 5 4 4 5 4 5 5 4 4 5
    5 5 5 5 5 4 5 4 5 5 5 5 5 4
    4 4 4 4 4 4 4 4 4 4 4 3 4 4
    5 5 5 5 5 5 5 5 5 5 5 5 5 5
    5 4 5 5 5 4 4 5 4 4 5 5 5 5
    4 4 4 4 4 4 4 4 4 4 4 4 4 4
    4 4 4 4 4 4 4 4 4 4 4 4 4 4
    5 5 5 5 5 5 5 5 5 5 5 5 5 5
    4 4 4 4 4 4 4 4 4 4 4 4 4 4
    4 4 4 4 4 4 4 4 4 4 4 4 4 4
    5 5 5 5 5 5 5 5 5 4 5 5 4 5
    5 5 5 5 5 5 5 5 5 5 5 5 5 5
    5 4 5 5 5 5 4 4 5 4 5 5 4 5
    4 4 4 3 2 2 2 2 2 2 3 2 2 2
    5 5 5 4 4 5 4 4 5 5 3 3 5 4
    5 4 5 5 5 4 4 4 4 5 5 5 4 4
    5 5 5 4 4 4 4 5 5 5 4 5 5 4
    5 5 5 5 5 5 5 5 5 5 5 5 5 5
    4 4 3 3 4 5 5 4 4 3 4 3 4 4
    5 5 5 5 5 5 5 5 5 5 5 5 5 5
    4 4 4 4 4 4 4 4 5 4 4 4 4 5
    5 5 5 4 4 4 4 4 4 4 4 4 4 4
    4 4 4 4 4 4 4 4 4 4 3 3 4 4
    5 5 5 5 4 5 5 5 5 4 5 5 5 5
    5 5 5 4 5 5 4 4 5 5 5 4 5 4
    5 5 5 5 5 5 5 5 5 5 5 5 5 5
    5 5 5 5 5 5 5 5 5 5 5 5 5 5
    5 5 5 5 5 5 5 5 5 5 5 5 5 5
    5 5 5 5 5 5 5 5 5 5 5 5 5 5
    5 5 5 5 5 5 5 5 5 5 5 5 5 5
    4 4 5 5 5 5 5 5 5 5 4 5 4 4
    4 4 4 5 4 4 4 4 4 4 4 4 4 4
    4 4 5 3 4 2 4 3 4 5 4 4 5 4
    4 5 5 5 5 5 5 5 5 5 5 5 5 5
    3 3 3 4 4 4 4 4 4 4 4 4 4 4
    4 4 4 4 4 4 4 4 4 4 3 3 3 4
    4 3 4 4 3 4 4 4 3 3 3 3 3 4
    3 3 3 4 4 4 4 4 4 4 4 4 4 4
    3 3 3 3 3 3 4 3 3 3 3 3 3 3
    3 4 3 4 4 4 4 4 4 4 4 3 3 3
    3 4 3 4 3 4 4 4 4 4 4 4 3 3
    3 4 4 4 3 3 3 3 4 4 4 4 3 3
    4 4 4 4 4 4 4 4 4 4 4 4 4 4
    3 3 4 4 3 3 3 3 4 3 4 3 4 3
    3 3 3 3 3 3 3 3 3 3 3 3 3 3
    3 4 3 3 4 4 4 4 4 3 3 3 3 3
    3 3 3 4 3 3 4 4 3 3 3 4 3 3
    3 3 3 3 3 4 3 3 3 4 4 3 4 4
    3 3 3 4 3 3 3 3 3 3 4 4 4 4
    3 3 3 4 3 3 3 4 4 3 4 4 4 3
    3 4 3 3 3 3 4 3 4 3 3 3 4 3
    3 3 3 3 3 4 4 4 4 3 3 3 4 3
    4 3 3 3 3 3 3 3 3 3 3 3 3 3
    3 3 3 3 3 4 4 3 4 3 3 3 3 3
    3 3 3 3 3 3 3 3 4 3 3 3 3 3
    4.13 4.13 4.18 4.20 4.10 4.12 4.15 4.13 4.25 4.10 4.13 4.05 4.10 4.07
    Q12 Q13 Q14 Q15
    5 5 5 5
    5 5 5 5
    5 5 5 5
    4 4 4 4
    5 5 5 5
    4 5 5 5
    4 5 5 5
    4 4 4 4
    5 5 5 5
    5 5 4 5
    4 4 4 4
    4 4 4 4
    5 5 5 5
    4 4 4 4
    4 4 4 4
    5 5 5 5
    5 5 5 5
    4 4 5 4
    3 3 3 2
    5 5 5 5
    4 4 4 5
    5 5 5 5
    5 5 5 5
    4 5 4 4
    5 5 5 5
    4 4 4 4
    4 4 5 3
    4 4 4 4
    5 5 5 5
    5 5 5 5
    5 5 5 5
    5 5 5 5
    5 5 5 5
    5 5 5 5
    5 5 5 5
    4 4 5 5
    4 4 4 4
    4 5 4 4
    5 5 5 5
    4 4 4 4
    4 3 3 4
    4 3 4 4
    4 4 4 4
    3 3 3 3
    3 3 3 3
    4 3 4 3
    4 3 4 4
    4 4 4 4
    3 3 4 4
    3 3 3 3
    3 3 3 3
    4 3 3 3
    3 4 3 4
    3 3 4 3
    3 4 4 4
    4 3 3 3
    3 3 3 3
    3 3 3 3
    3 3 3 3
    3 3 3 3
    4.13 4.13 4.20 4.17

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