Table 2 Scales employed in SERVQUAL.
SCALE 1 | SCALE 2 | SCALE 3 | |||
|---|---|---|---|---|---|
Expectation | Perception | Importance | |||
Linguistic variable | Assigned score | Linguistic variable | Assigned score | Linguistic variable | Assigned score |
Very low | 1 | Too bad | 1 | Very low | 1 |
Low | 2 | Bad | 2 | Low | 2 |
Average | 3 | Average | 3 | Average | 3 |
High | 4 | Good | 4 | High | 4 |
Very high | 5 | Very good | 5 | Very high | 5 |