...Measuring Service Quality Using SERVQUAL |Introduction |Measuring the quality of a service can be a very difficult exercise. Unlike product where there | | |are specific specifications such as length, depth, width, weight, colour etc. a service can have| | |numerous intangible or qualitative specifications. In addition there is there expectation of the| | |customer with regards the service, which can vary considerably based on a range of factors such | | |as prior experience, personal needs and what other people may have told them. | |SERVQUAL – a methodology for |As a way of trying to measure service quality, researchers have developed a methodology known as| |measuring service quality |SERVQUAL – a perceived service quality questionnaire survey methodology. SERVQUAL examines five | | |dimensions of service quality: | | |Reliability | | |Responsiveness | | |Assurance; ...
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...efficiency and economic viability of rearing African catfish (Clarias gariepinus, Burchell 1822) fingerlings and juveniles A. Z. Aderolu*, B. M. Seriki, A. L. Apatira and C. U. Ajaegbo Aquaculture Nutrition Unit, Department of Marine Sciences, University of Lagos, Akoka-Lagos, Lagos State, Nigeria. Accepted 16 December, 2009 Feeding frequency effect on growth performance, feed utilization and economic viability of Clarias gariepinus fingerlings and juveniles were studied under natural photoperiods of 12/12 h light/dark cycle using a complete random design. Triplicate group of 10 fish with an initial mean weight of 8.5 ± 0.1 g and 34.3 ± 0.1 g respectively per tank (measuring 52 x 33.5 x 21 cm). A commercial feed (COPPENS) with crude protein of 42% and ether extract 12% was fed for 8 weeks over four feeding frequencies studied (once, twice, thrice and four times). Mean weight gain, relative growth rate and the specific growth rate were all significantly different (P < 0.05) across feeding levels except at thrice and four times feeding levels. The feed conversion ratio was lowest on three times a day feeding level both for the juvenile and fingerling (0.66 and 0.73, respectively). Although net profit value, in both juvenile and fingerling group are not significantly different, the investment cost analysis and the gross profit between fish fed thrice and four times are equally not significantly (P > 0.05) different. The results of this experiment, both at the juvenile...
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...moon is 0 m/s2, and the acceleration on Earth is 9.8 m/s2 and on the moon its 1.6 m/s2,, we can determine the velocity on Earth. This value for the velocity will be the same on both the Earth and the moon therefore we have enough information to determine the displacement on the moon. The Olympic record for the women’s high jump on the Earth is 2.06 meters and the Olympic record for the women’s high jump on the moon would be 12.6175 meters. WEIGHTLIFTING When the Olympics are held on the moon and the weightlifting event takes place, the results on the moon will be better than the results on the Earth. This is due to the fact that even though the mass of the weights is going to be the same on both the Earth and the moon, the weights will be different. Because of the force of gravity will be less on the moon, the weights will seem lighter than they really are on the moon. Because we know the gravity on Earth is 9.8 m/s2 and the women’s record for weightlifting is 97.5 kilograms, we can from there determine the amount of force the...
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... These sports figures that I mentioned have been named as greats in their perspective sport and they did not get there by just talent alone. As I was growing up playing football, I wanted to be just like Walter Payton. The moves that he would perform on the football field week in and week out were amazing to my eyes and wanted to be just like him. Walter Payton had the total package; he had the moves, the strength and the speed to make defenders miss or he was able to just run right through a defender or outrun anyone trying to chase him down. He was just pure poetry on the football field. I was a good sized young football player up until the age of 13 when I stopped growing. I had the strength, because of doing push-ups and lifting weights, while my moves were also great because I practiced them every week. The only problem that I had left was becoming a faster back like Walter Payton. I have tried many different ways to get faster and faster, but nothing seemed to work the way that I would have liked it to work. My 40 yard dash time was steady at a 4.75sec. In order for me to be effective and use my speed as I got older I would need to get my 40 yard dash time down to a 4.5sec or lower. I have done exercise after exercise, I even signed up for Track and...
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...Louise Mallard to achieve personal freedom—either she or her husband must die. Having no personal freedom, the only way Mrs. Mallard could express her lack of freedom through a physical illness. Someone can choose to die, in a moment, as an escape to freedom. Mrs. Mallard’s death was a result of her loss of the freedom she had, when she supposed Mr. Mallard dead. Upon hearing the news of her husband’s death, Mrs. Mallard lets out a brief cry. Then she quickly retreats to her room where time seems to slow. The choice of words used by Chopin “sank”, “pressed down”, “roomy armchair”, “haunted her body” pulls us to empathize with her life which sounds, heavy and burdensome, and it’s been this way for a long time. They weight is not the weight of her loss, it is the weight of her life. As, Mrs. Mallard sits in her chair, She views nature and life going on outside her window. She sees and experiences freedom, a contradiction to her life with Mr. Mallard She begins to realize that Tension grow as she is sitting in the chair and at the same time being pulled out of it; There is something coming towards her that she would have to fight off. However, she accepts this something, which is her new freedom from her marriage, the thing that was exhausting her life weighing her down. While, Mrs. Mallard would “weep again” when she saw her husband in his casket, the burden of her life with him was clear. She hints at his cruelty, his “powerful will bending hers with a blind persistence” ...
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...= 0.9394 2.17 The value of k in : / Die waarde van k in: P( Z > k) = 0.0823 2.18 The value of k in: / Die waarde van k in: P( Z < k) = 0.0618 3. A luxury passenger liner has 500 passengers on board whose ages are normally distributed around a mean of 60 years with a standard deviation of 12 years. / ’n Luukse passasierskip het 500 passasiers aan boord. Hul ouderdomme word normal verdeel om ‘n gemiddelde van 60 Jaar heen, met ‘n standaardafwyking van 12 jaar. 3.1 How many of the passengers are between 45 and 78 years old? / Hoeveel van die passasiers is tussen 45 en 78 jaar oud? 3.2 What is the minimum age of the oldest 20% of passengers? / Wat is die minimum ouderdom van die oudste 20% van die passasiers? 4. The weight of certain population of young females is approximately normally distributed with the mean of 66 kg and a standard deviation of 7.5 kg. If an individual is...
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...AND RESULTS Diagram A Diagram B (Computation of the distance of F2) 48 cm = center T1= (F1) (d1) = (0.1kg) (9.8 m/s²) (0.38m) = 0.37 N-m T2= (F2) (d2) = (0.2kg) (9.8m/s²) (0.19m) = 0.37 N-m Torque 1 and Torque 2 are equal. Therefore, we are mathematically correct in diagram B. Diagram C (Computation of the weight of meter stick) T1= (F1) (d1) = (0.1kg) (9.8m/s²) (0.15m) = 0.147 N-m or 0.15 N-m T2= (F2) (d2) = (0.2kg) (9.8m/s²) (0.12m) = 0.2352 N-m or 0.24 N-m Torque 1 and 2 are not equal in mathematical method. Therefore, there were errors in balancing the two loads. APPLICATIONS A. Explain the condition below 1. It is much easier to carry a weight in your hand when your arm is at your side than it is when your arm is stretching out in front of you. Use the concept of torque to explain this effect. * When your arm is stretching out in front of you, any weight force exerted on your hand is at right angle to the lever arm between your shoulder and hand and produces a large torque above your shoulder. On the other hand, when your arm is at your side, any weight force exerted on your hand is directed away from your shoulder and produces no torque above your shoulder. B. Analyze the following situations. Show a diagram of the torque in each problem. Box your final answer. 1. A 15-kg child and a 25-kg child at ends of a 4m seesaw pivoted at its center. Where should a third child of 10 kg sit...
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...Lapodium Logistics Int’l Inc. Room 601, Roman Santos Bldg., Plaza Lacson, Sta. Cruz, Metro Manila1003 Philippines November 26, 2013 ASSAM Corp. Unit 1204, 139 Corporate Center Valero St. Salcedo Village Makati City . Attention: Mr. Jake Tansanco Subject: Standard FCL Quotation (1x20’ or 1x40’) Dear Sir: We would like to inform you the following charges: From Customs to Delivery |Measurement: Gross Weight : | |Duties, Taxes & Other Charges | |As per Computation | |Brokerage Fee with Vat | |As per CAO 1-2001 | |Processing | |1,000.00 | |Documentation | |500.00 | |Releasing | |500.00 | |Handling | |500.00 | ...
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...1 landlords having NRI connections and good education level. | Aspirations for matching the social status at par with NRI relatives. Need Rugged car along with Luxary for rural roads. | 6.25 | Segment 4 | Living in Bombay | Age 25 - 40 year | Successful TV/Movie actors | Having a requirement of stylish expensive car to match the standards of their public image | 4.85 | Assumptions * Car is best in class engineering. * Car has best looks in luxury segment. Selected Segment attractiveness factors 1. Potential segment size 2. growth potential 3. Profit potential 4. Competitive intensity 5. Cyclicality Weighting segment attractiveness factors Segmemt attractiveness factors | Weight | Volume growth potential | 30 | Profit Potential | 25 | Potential segment size | 20 | Competitive intensity | 15 | Cyclicality | 10 | Total | 100 | Parameters and their scores for segment attractiveness factors | Parameters | Parameters | Parameters | Segment Attractiveness factors | High (10-7) | Medium (6-4) | Low (3-0) | Volume growth potential | Industry Avg + 3 % |...
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...limit it to just the total or average Perception score. This is called SERVPERF and is used when Expectations are likely to be all the same (typically high). Weights can be applied here as well. STEPS TO OBTAIN UNWEIGHTED SERVQUAL SCORE Step 1. Select a business the service quality of which you want to assess. Using the SERVQUAL instrument, first obtain the score for each of the 22 expectation questions. Next, obtain a core for each of the perception questions. Calculate the Gap Score each of the statements (Gap Score = Perception – Expectation). Step 2. Obtain an average Gap Score for each dimension by assessing the Gap Scores for each of the statements that constitute the dimension and dividing the sum by the number of statements making up the dimension. Step 3. In TABLE 1 transfer the average dimension SERVQUAL scores (for all five dimensions) from the SERVQUAL instrument. Sum up the scores and divide it by five to obtain the unweighted measure of service quality. STEPS TO OBTAIN THE WEIGHTED SERVQUAL SCORE Step 1. In Table 2 calculate the importance weights for each of the five dimensions constituting the SERVQUAL scale. (The instructions are provided along with the table). Step 2. In Table 3 enter the average SERVQUAL score for each dimension (from Table 1) and the importance weight for each dimension (from Table 2). Then...
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....5 | 2 | 3 | .6 | 1.8 | 21.5 | | 3 | Potato SeedCenter | 4 | .8 | 3.2 | 4 | .7 | 2.8 | 4 | .7 | 2.8 | 5 | .8 | 4 | 5 | .8 | 4 | 5 | .7 | 3.5 | 4 | .7 | 2.8 | 3 | .8 | 2.4 | 5 | .8 | 4 | 4 | .7 | 2.8 | 32.3 | | 4 | Restaurant (Male) | 4 | .7 | 2.8 | 4 | .7 | 2.8 | 4 | .7 | 2.8 | 5 | .8 | 4 | 4 | .7 | 2.8 | 5 | .7 | 3.5 | 4 | .6 | 2.4 | 3 | .8 | 2.4 | 4 | .7 | 2.8 | 5 | .7 | 3.5 | 29.8 | | 5 | AgriculturalTechnologyRentals | 3 | .6 | 1.8 | 4 | .6 | 2.4 | 4 | .6 | 2.4 | 4 | .5 | 2 | 4 | .7 | 2.8 | 3 | .6 | 1.8 | 4 | .6 | 2.4 | 3 | .7 | 2.1 | 4 | .6 | 2.4 | 4 | .6 | 2.4 | 21.5 | | Legend: Rating: Criterion: R-Rating 5- Excellent A- Market Availability 4- Very Satisfactory B- Raw Material Availability W- Weight 3-Satisfactory C-Technology Availability 2-Fair D-Skills Availability WS- Weighted Score 1-Poor E-Government F-Strategic Fit G-Ease of Implementation H-Risk of Exposure I-Profitability...
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...INTRODUCTION In this investigation, I intend to find out whether there is a relationship in height and weight in students, and how this relationship changes between girls and boys, with age. I have chosen to investigate the relationship between the height and the weight as I think that the height and the weight are the only two categories that will give a clear correlation. If I was to investigate the relationship of two other categories, like the eye colour and the IQ, I believe that however interesting and amusing the results would be, they would not provide too clear a relationship, or any conclusive information. The data provided gives information about 1183 girls and boys at Mayfield High School, who have been categorized into their year groups. These year groups begin with the students entering their teens, and end in their mid-teenage years. In order to be able to compare girls and boys in each year, I will represent the distribution of heights and weights for both sexes in each year in various forms. I plan to use stem and leaf plots, scatter graphs and box plots, and a wide range of calculated data, like the mean of the heights and weights, their interquartile range and their Body Mass Index. The data that will be represented will not be all the data provided, as if I were to do this, then I would be plotting 2366 datum points which would be ideal, however time does not allow for this number of points. So, instead...
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...create the IFE matrix? The IFE matrix can be created using the following five steps: Key internal factors... Conduct internal audit and identify both strengths and weaknesses in all your business areas. It is suggested you identify 10 to 20 internal factors, but the more you can provide for the IFE matrix, the better. The number of factors has no effect on the range of total weighted scores (discussed below) because the weights always sum to 1.0, but it helps to diminish estimate errors resulting from subjective ratings. First, list strengths and then weaknesses. It is wise to be as specific and objective as possible. You can for example use percentages, ratios, and comparative numbers. Weights... Having identified strengths and weaknesses, the core of the IFE matrix, assign a weight that ranges from 0.00 to 1.00 to each factor. The weight assigned to a given factor indicates the relative importance of the factor. Zero means not important. One indicates very important. If you work with more than 10 factors in your IFE matrix, it can be easier to assign weights using the 0 to 100 scale instead of 0.00 to 1.00. Regardless of...
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...SEONGNAM-SI, GYEONGGI-DO, KOREA Vessel (see clause 1 + 19) Voyage No. Place of Delivery. Applicable only when document used as Multimodal Transport B/L. (see clause 1) RHL ASTRUM Port of Loading 1302 Port of Discharge Davao City, Philippines Pyong Taek, Korea, South PARTICULARS FURNISHED BY SHIPPER - CARRIER NOT RESPONSIBLE Kind of Packages; Description of goods; Marks and Numbers; Container No./Seal No. Gross Weight Measurement 2 containers said to contain 1200 BALES COCO PEAT NET WEIGHT: 36,830 KGS COUNTRY OF ORIGIN: PHILIPPINES PRICE TERMS: CFR PYONGTAEK DOCUMENTARY CREDIT NUMBER: M04T6301NU00356 37230 KGS 80 CBM SHIPPER DECLARES THE CARGO TO BE (COUNTRY OF ORIGIN: PHILIPPINES). THIS DECLARATION, INCLUDING OTHER CARGO DETAILS HAS NOT BEEN VERIFIED BY OR FOR THE CARRIER WHO SHALL BE WITHOUT ANY RESPONSIBILITY FOR ITS CORRECTNESS - AS PER CLAUSE 14.2 HEREOF MRKU2958840 ML-PH0630455 40 DRY 9'6 600 BALES 19780 KGS 40 CBM MRKU3150815 ML-PH0630531 40 DRY 9'6 600 BALES 17450 KGS 40 CBM FREIGHT PREPAID SHIPPER'S LOAD, STOW, WEIGHT AND COUNT CY/CY VERIFY COPY Rate Unit...
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...ranking is better, second or worst. In this case, if you have two that are the same, that doesn’t matter, as both will receive the same score. For example, conference costs are $25,000, $20,000 and $15,000 for Chicago, New York and Las Vegas. Using three as the best and 1 as the worst, you would rank Chicago 3, New York 2, and Las Vegas as 1. Now do this for each of the dimensions based on whether or not the metric is good, second or worst. You should get a table that looks like this: Scoring Model (3 = Best, 2 = Second Best, 1 = Worst) | Chicago | New York | Las Vegas | Airfare | 3 | 1 | 3 | Hotel Room Rate | 3 | 1 | 2 | Conference Costs | 1 | 2 | 3 | Survey Rank | 3 | 2 | 1 | SCORE | 10 | 6 | 9 | Last, let’s now weight the scoring model. To do this please review the tutorial for the details – it is a really good description. With that being said, you should get a table that looks something like this: FIRST, access the Weighted Scoring Model area of the assignment. As you read through the Case Analysis, you will find that Conference costs are twice as...
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