how does one analyse the servqual scale

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Request for Question Clarification by livioflores-ga on 22 Mar 2003 09:22 PST

I just found the following documents, please take a look to them and
tell if they answer your question or not. If they do I will post them
as the answer, if not may be they help to another researcher to answer
you. Also give us more details about the answer required.

"MEETING THE CUSTOMER'S EXPECTATIONS" by Paul Lawrence Miner:
http://www.mecservices.co.uk/Service_Quality.pdf


"SERVQUAL - measuring the relationship between perceived price and
perceived service quality" by Caroline Andersson and Susan Welander:
http://uppsats.shv.mh.se/turold/uppsats94/c77.pdf


I will be waiting for your response.
Thank you.
Regards.
livioflores-ga

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Clarification of Question by terryjones-ga on 22 Mar 2003 13:41 PST

hi what i would like to do is as follows:
1) How the scales are analysed in terms of factor analysis
2) Is both the expectation and perception scales factored
3) What other statistical tests are done

Basically how to analyse the scores statistically  - step by step