08 · EXPERIENCE EVIDENCE
Perception needs its own evidence.
Five SERVQUAL dimensions organize the questions. The supplied instrument supports individual perception proxies, not a validated overall service-quality score.
WORKBOOK CALCULATION · QUESTION PROXYInvestigate in Studio
Overall reliability
How would you rate the overall reliability of your telecom service?
Airtel3.16/5n = 433
Jio3.15/5n = 513
Airtel
Jio
Distribution from 1 (low) to 5 (high)
Inspect all five response levels
| Rating | Airtel · n = 433 | Jio · n = 513 |
|---|---|---|
| 1 | 52 (12.0%) | 58 (11.3%) |
| 2 | 73 (16.9%) | 96 (18.7%) |
| 3 | 132 (30.5%) | 155 (30.2%) |
| 4 | 107 (24.7%) | 121 (23.6%) |
| 5 | 69 (15.9%) | 83 (16.2%) |