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Servqual analysis using SPSS
How to do Servqual analysis using SPSS when likert scale to measure customer satisfaction ?
After data collection, You are required to analyze the service quality data since questionnaire is designed base on SERVQUAL Instrument.
SERVQUAL is consists with 22 statements into five factors, tangibility, reliability, responsiveness, empathy and assurance.
Group those 22 statements into a group which named service quality and then test the association with customer satisfaction.
Research objective
The general objective of the study is to examine the influence of customers' satisfaction on public transport service.
The particular aim of this research is to assess the level which the passengers are pleased with Metro Express transport service• What quality services rendered by public transport service to their passengers?
Attachment:- Analysis and Interpretation of Data.rar
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The assigned work was chapter 4 analysis on SERVQUAL questionnaire of MEL public transport. SPSS was used to determine the reliability test, Pearson correlation, regression analysis of relationship and plotting of charts.
request for Quote :Servqual analysis using SPSS How to do Servqual analysis using SPSS when likert scale to measure customer satisfaction ? I'm now start working on my thesis, and after data collection, I'm required to analyze the service quality data since my questionnaire is designed base on SERVQUAL Instrument. SERVQUAL is consists with 22 statements into five factors, tangibility, reliability, responsiveness, empathy and assurance. Since I have established a hypothesis due to test the association between service quality and customer satisfaction, but how should I group those 22 statements into a group which named service quality and then test the association with customer satisfaction?
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