I'm doing a project on measuring customer satisfaction using SERVQUAL. How do you calculate the standard deviation of each statement?
For example, if for one of the questions, there were:
- 2 respondents as strongly disagree (SD)
- 5 disagree (D)
- 20 neutral (N)
- 21 agree (A)
- 2 strongly agree (SA) (sample being 50)
How would you calculate the standard deviation if the scale were
Also, how do you calculate the standard deviation for one dimension on the whole: e.g., the standard deviation for one of the dimensions in SERVQUAL say, Tangibles which has 4 statements or questions, and the standard deviation for Reliability which has 5 questions, etc.?