<P> SERVQUAL is a multidimensional research instrument ( i.e. questionnaire or measurement scale ) designed to measure service quality by capturing respondents ' expectations and perceptions along the five dimensions of service quality . The questionnaire consists of matched pairs of items ; 22 expectation items and 22 perceptions items , organised into five dimensions which are believed to align with the consumer 's mental map of service quality dimensions . Both the expectations component and the perceptions component of the questionnaire consist a total of 22 items , comprising 4 items to capture tangibles , 5 items to capture reliability , 4 items for responsiveness , 4 items for assurance and 5 items to capture empathy . The questionnaire is designed to be administered in a face - to - face interview and requires a moderate to large size sample for statistical reliability . In practice , it is customary to add additional items such as the respondent 's demographics , prior experience with the brand or category and behavioural intentions ( intention to revisit / repurchase , loyalty intentions and propensity to give word - of - mouth referrals ) . Thus , the final questionnaire may consist of 60 + items and typically takes at least one hour , per respondent , to administer . The length of the questionnaire combined with sample size requirements contribute to substantial costs in administration and data analysis . </P>
<P> SERVQUAL is a multidimensional research instrument ( i.e. questionnaire or measurement scale ) designed to measure service quality by capturing respondents ' expectations and perceptions along the five dimensions of service quality . The questionnaire consists of matched pairs of items ; 22 expectation items and 22 perceptions items , organised into five dimensions which are believed to align with the consumer 's mental map of service quality dimensions . Both the expectations component and the perceptions component of the questionnaire consist a total of 22 items , comprising 4 items to capture tangibles , 5 items to capture reliability , 4 items for responsiveness , 4 items for assurance and 5 items to capture empathy . The questionnaire is designed to be administered in a face - to - face interview and requires a moderate to large size sample for statistical reliability . In practice , it is customary to add additional items such as the respondent 's demographics , prior experience with the brand or category and behavioural intentions ( intention to revisit / repurchase , loyalty intentions and propensity to give word - of - mouth referrals ) . Thus , the final questionnaire may consist of 60 + items and typically takes at least one hour , per respondent , to administer . The length of the questionnaire combined with sample size requirements contribute to substantial costs in administration and data analysis . </P>
the two parts of the servqual survey are
the two parts of the servqual survey are
22 expectation items and 22 perceptions items
22 expectation items and 22 perceptions items