Servqual.docx
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Masurarea calitatii serviciului folosind metoda SERVQUAL
Afirmatie i
Asteptarea medie xi xi=
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22
∑ nij 𝑁
Perceptia medie xi xi=
∑ nij 𝑁
Valori medii asteptate Ya
Valori medii percepute Yp
Diferenta dintre perceptie si asteptari Yp-Ya
Afirmatie i
Asteptarea medie xi xi=
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22
∑ nij 𝑁
Perceptia medie xi xi=
∑ nij 𝑁
Valori medii asteptate Ya
Valori medii percepute Yp
Diferenta dintre perceptie si asteptari Yp-Ya
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