A university administered the SERVQUAL survey to its customers as a way to assess its current position in the market. On the basis of 80 responses, the following averages were computed for the reliability construct.
What is the difference for the reliability dimension?
A) -0.2
B) -0.025
C) 0.025
D) 0.2
E) not enough data to determine the answer

Question

A university administered the SERVQUAL survey to its customers as a way to assess its current position in the market. On the basis of 80 responses, the following averages were computed for the reliability construct. 
What is the difference for the reliability dimension?
A) -0.2 
B) -0.025 
C) 0.025 
D) 0.2 
E) not enough data to determine the answer

Quizplus · Accepted Answer

The difference for the reliability dimension can be calculated by subtracting the average score of the "reliability" construct in the SERVQUAL survey from the neutral midpoint score of 3.5 (assuming a 7-point Likert scale).

3.5 - 3.475 (computed average) = -0.025

Therefore, the difference for the reliability dimension is -0.025, and the best choice is B.

A University Administered the SERVQUAL Survey to Its Customers as a Way