2.4.2.Original
Servqual model
At the earlier stage instead of 5 dimensions ,10 dimensions of
service quality measured the “5th Gap.
As in figure 2.4.2 Original instrument of SERVQUAl also had a list of 97 items to be rated on a
likert 07 scale .( Zeithaml, Parasuraman & Berry 1985)
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