Hofstede's cultural dimensions and service quality questionnaire revisions

Hofstede's Questionnaire

Original Question

Original Scale

Revised Scale(s)

Reason for Revision

How does culture affect the level of satisfaction?

Open ended- the respondent types their own responses

1(a). Do you agree that culture affect the level of satisfaction?

Does culture affect the level of satisfaction in your society?

Strongly Agree -- Strongly Disagree

Simplifies confusion and likely ambiguity of responses from the first scale. This reduces bias as it uses a scale that is easy to use among a large sample of respondents.

Evaluate your relative importance to your bank

Not important at all -- Extremely Important

Is there a likelihood your behavior influences the bank's operations?

Online Faculty Survey

This survey was administered in August 2011 was designed by Dr. Eveland to assess opinions of the CSPP faculty regarding a new online course support package that the school had installed (Aldridge & Rowley, 1998). This survey aimed at ascertaining why the course packed was ignored and disregarded. The survey participants were 1,533 faculty students as well other stakeholders.

Original Question

Original Scale

Revised Question(s)

Revised Scale(s)

Reason for Revision

1. Indicate your level of satisfaction with regards to the newly installed course package

Very Satisfied -- Very Dissatisfied

1. Do you support the new online course package?

Yes -- No

Satisfaction levels does not show the impacts of the new system, thus, the results may be slightly biased to fulfill the researcher's motives.

2. How likely are you to recommend the new system to a colleague?

Very Likely -- Not Likely

2. Would you recommend the new system to a colleague?

Yes -- Never

The second question is simplified and makes the interpretation easy for respondents.

3. What is your rating of the new course rating system?

Very High -- Very Low

3. Do you think the new online course package is appropriate?

Very Appropriate -- Not Appropriate

Rating of the system does not give a clear result during the analysis and may be biased and deemed vague by the respondents.

4. What do you use the new online course support package for?

This is an open-ended questions and the respondents write whatever they feel like

4. Has the new online course package support helped improve your studies?

Yes -- No

The second scale is clear and cannot be misinterpreted as opposed to the first one which is ambiguous and may attract irrelevant responses.

This survey has high response rates from the faculty participants. The respondents showed they were somehow satisfied with the newly installed course package. From the data, 60% of faculty confirmed they were "very satisfied" and 30% indicated "satisfied" with the system. In addition, three-fourths of the respondents indicated they were likely to recommend the new system to a colleague within the same faculty of a different faculty.

Additionally, from the survey, a majority of the respondents; were "satisfied" to "very satisfied" with support provided by the course support package specialist team (Ashford University, 2011). Besides, a greater number of respondents were "satisfied to "very satisfied" with the responses they received from academics when they had an issue or concern. In line with this, 83% of respondents were "satisfied" to "very satisfied" with the customer service they received from the Academic Support team.