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Friday, 6 July 2012

Original Servqual model


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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