爱尔兰都伯林论文怎么写：问卷调查
为了应用SERVQUAL分析，问卷针对客户，这将突出上述五个因素。分析将侧重于客户，这将有助于突出客户的感知和期望水平的差异。客户对质量的判断是在模型中考虑的（Fernie和Sparks，2014）。据说他们的顾客会根据与他们的感知和经验有关的不同标准对答案进行评分。这些问题通常在Likert量表中从“非常同意”到“非常不同意”的选项范围内回答。
爱尔兰都伯林论文怎么写：问卷调查
该方法将应用于服务质量分析，该分析通过顾客的预期和感知经验之间的五个差距来评估。差距1将显示顾客的期望和顾客感知的管理理念的转移。差距2将有助于发现管理期望的不匹配。与差距3相关的服务绩效差距可能是培训，交流和员工与客户互动的准备。差距4是提供服务和与客户沟通的转移。差距5将有助于表明客户对服务的期望和看法的不同（Dabholkar，Thorpe和Rentz，2013）。
爱尔兰都伯林论文怎么写：问卷调查
In order to apply the SERVQUAL Analysis, the questionnaires are directed to the customers, which would be highlighting on the five factors as it has been mentioned in the above section. The analysis would be focused on the customers and this will help in highlighting the differences in the perception and the expectation level of the customers. The customer’s judgment with respect to quality is what is considered in the model (Fernie and Sparks, 2014). The customers they are said to rate the answers for the different criteria relating to their perception and experience. The questions are generally answered on likert scale where there is range of options from ‘Strongly Agreeing’ to ‘Strongly Disagreeing’.
爱尔兰都伯林论文怎么写：问卷调查
The methodology will be applied for the service quality analysis, which is assessed through the five gaps in between the expected and perceived experiences by the customers. Gap 1 will show the diversion in the expectation by the customers and the idea of the management about the customer perception. Gap 2 will help in finding the mismatch in the management expectation. The service performance related gap which is Gap 3 could be the training, communication and the employee preparation for interacting with the customers. Gap 4 is the diversion in the delivery of the service and communication with the customers. Gap 5 will help indicate the different in the expectation and the perception of the services by the customers (Dabholkar, Thorpe and Rentz, 2013).
