APPQUAL algorithm
| No. | APPQUAL algorithm |
|---|---|
| 1 | Take a Perception score from the customer on each of the 19 items under the 5 dimensions about the company for which the APPQUAL score is being calculated. The score can range from 1 (“Strongly Disagree”) to 7 (“Strongly Agree”) |
| 2 | Take Expectation scores from the customer on each of the 19 items about a company that the customer considers to be the best in the industry. The score can range from 1 (“Strongly Disagree”) to 7 (“Strongly Agree”) |
| 3 | Assign weights to each of the five dimensions where each dimension can be given a weight between 0 and 100%, but the total of all weights should be exactly equal to 100% |
| 4 | Calculate the Gap score for each of the 19 items under the 5 dimensions by subtracting the Expectations score from the Perception and taking a mod to keep the value positive (Gap score = |Perception Score – Expectation score|) |
| 5 | Take the average of Gap score for all items under each dimension. This becomes the Gap score for each of the dimension |
| 6 | Multiple the Gap score of each dimension with the weight assigned to each of the dimensions. This gives a weighted Gap score for each of the dimension |
| 7 | Take the total weighted Gap scores of all dimensions. This is the APPQUAL score of the platform. Ideally, lower the APPQUAL score, better is the perceived e-service quality |
| 8 | Finally, take the percentage contribution of each of the dimensions towards the total Gap score. This is the APPQUAL Gap contribution in percentage value. Higher the contribution, weaker is the perceived e-service quality of that particular dimension |
| No. | APPQUAL algorithm |
|---|---|
| 1 | Take a Perception score from the customer on each of the 19 items under the 5 dimensions about the company for which the APPQUAL score is being calculated. The score can range from 1 (“Strongly Disagree”) to 7 (“Strongly Agree”) |
| 2 | Take Expectation scores from the customer on each of the 19 items about a company that the customer considers to be the best in the industry. The score can range from 1 (“Strongly Disagree”) to 7 (“Strongly Agree”) |
| 3 | Assign weights to each of the five dimensions where each dimension can be given a weight between 0 and 100%, but the total of all weights should be exactly equal to 100% |
| 4 | Calculate the Gap score for each of the 19 items under the 5 dimensions by subtracting the Expectations score from the Perception and taking a mod to keep the value positive (Gap score = |Perception Score – Expectation score|) |
| 5 | Take the average of Gap score for all items under each dimension. This becomes the Gap score for each of the dimension |
| 6 | Multiple the Gap score of each dimension with the weight assigned to each of the dimensions. This gives a weighted Gap score for each of the dimension |
| 7 | Take the total weighted Gap scores of all dimensions. This is the APPQUAL score of the platform. Ideally, lower the APPQUAL score, better is the perceived e-service quality |
| 8 | Finally, take the percentage contribution of each of the dimensions towards the total Gap score. This is the APPQUAL Gap contribution in percentage value. Higher the contribution, weaker is the perceived e-service quality of that particular dimension |
Source(s): Table by authors
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