Join Our Newsletter





Events Calendar

« < July 2014 > »
S M T W T F S
29 30 1 2 3 4 5
6 7 8 9 10 11 12
13 14 15 16 17 18 19
20 21 22 23 24 25 26
27 28 29 30 31 1 2
Home arrow Forum
Market Research Forum
Welcome, Guest
Please Login or Register.    Lost Password?
Servqual customer satisfaction survey (1 viewing) (1) Guest
Go to bottom Post Reply Favoured: 0
TOPIC: Servqual customer satisfaction survey
#5270
Marty11 (User)
Posts: 1
User Offline Click here to see the profile of this user
Servqual customer satisfaction survey 4 Years, 3 Months ago  
Hi everyone,

With customer satisfaction research on basis of the SERVQUAL method, there are 5 categories with multiple items within each category. Then you can ask for each item, customers' satisfaction with that item and how important they consider that item. The results can then be visualized in an importance-satisfaction matrix. So far, so good.

But next you sometimes see researchers asking an additional question that asks the respondent to divide a 100 points over the 5 categories on the basis of how important that category is to the respondent. My question is what the role is of this question? After all, you already have asked for the importance at the item-level? If you want to know the importance of a category, it seems to me more reliable to look at the average importance-scores on the items within that category (after all, these are more concrete than the abstract descriptions of the categories)?

Am wondering if anyone knows what the function of the additional question is.

Regards,
Nick
 
Report to moderator   Logged Logged  
  The administrator has disabled public write access.
#5913
RitaJ (User)
Posts: 2
User Offline Click here to see the profile of this user
Re:Servqual customer satisfaction survey 2 Years, 12 Months ago  
The 5 categories are interrelated, therefore they may overlap and lead to data distortion. To ensure higher accuracy of SERVQUAL results, supplementary questions are used. Allocation of 100 points among 5 dimensions provides additional evidence of the dimensions' distinctiveness.
 
Report to moderator   Logged Logged  
  The administrator has disabled public write access.
#6054
SterlingResearchGroup (Visitor)
Posts: 0
User Offline Click here to see the profile of this user
Birthdate:
Re:Servqual customer satisfaction survey 2 Years, 11 Months ago  
That query certainly offers a consistency make sure on the meaning score of the preceding some matter. Essentially, it guard next to the propensity of some respondents to speed every item as very central by ask to split Some of the tip, you are forcing clientele to create trade-offs, which they do not require to do at what time they rate everything alone. And yes, a respondent who has consideration very cautiously about the meaning score of each thing will come up with a reliable point separation in the last query. But how many responses act that method?
 
Report to moderator   Logged Logged  
  The administrator has disabled public write access.
#6113
taniasharma (User)
Posts: 8
User Offline Click here to see the profile of this user
Gender: Female Location: Mumbai, India Birthdate: 1986-07-03
Re:Servqual customer satisfaction survey 2 Years, 10 Months ago  
 
Report to moderator   Logged Logged  
 
  The administrator has disabled public write access.
Go to top Post Reply

Polls

How important is market research to start-ups in the current economic climate?
 

RSS Feeds

Subscribe Now