OPEX Institute · Quality Management Toolkit
SERVQUAL Service Quality Assessment
Measure the gap between what customers expect and what they perceive, across the five dimensions of service quality: Tangibles, Reliability, Responsiveness, Assurance and Empathy.
1 · Setup
2 · Expectations
3 · Perceptions
4 · Weights
5 · Results
This tool follows the classic 22-item SERVQUAL instrument. You will rate expectations for an excellent organization in a sector, then your perceptions of one real organization, then allocate 100 importance points across the five dimensions. The tool computes all gap scores automatically.
Expectations. Show the extent to which you think excellent organizations in this sector should possess each feature. 1 = Strongly disagree · 7 = Strongly agree.
1 — Strongly disagree7 — Strongly agree
Please answer all 22 statements — missing items are highlighted.
Perceptions. Now rate the organization you chose, based on your actual experience. 1 = Strongly disagree · 7 = Strongly agree.
1 — Strongly disagree7 — Strongly agree
Please answer all 22 statements — missing items are highlighted.
Importance weights. Allocate 100 points among the five dimensions according to how important each one is to you as a customer. The total must equal exactly 100.
Total: 0 / 100
The five weights must add up to exactly 100.
SERVQUAL instrument — Parasuraman, Zeithaml & Berry · Digital adaptation © OPEX Institute · MJ Maalej Lectures