Service quality elements

CS points

DS points

a

b

f(x)

S = af(x) + b

One-dimensional

f₉

(1, 0.67)

(0, −0.74)

1.41

−0.74

x

S = 1.41x − 0.74

f₁₁

(1, 0.69)

(0, −0.71)

1.40

−0.71

x

S = 1.40x − 0.71

f₁₃

(1, 0.67)

(0, −0.58)

1.25

−0.58

x

S = 1.25x − 0.58

f₂₁

(1, 0.63)

(0, −0.66)

1.29

−0.66

x

S = 1.29x − 0.66

Attractive

f₆

(1, 0.68)

(0, −0.38)

0.62

−1.00

e^x

S = 0.62e^x − 1.00

f₇

(1, 0.70)

(0, −0.30)

0.58

−0.88

e^x

S = 0.58e^x − 0.88

f₁₉

(1, 0.62)

(0, −0.32)

0.55

−0.87

e^x

S = 0.55e^x − 0.87

f₂₃

(1, 0.61)

(0, −0.25)

0.50

−0.75

e^x

S = 0.50e^x − 0.75

Must be

f₅

(1, 0.29)

(0, −0.53)

1.30

0.77

−e^−x

S = −1.30e^−x + 0.77

f₁₂

(1, 0.35)

(0, −0.63)

1.55

0.92

−e^−x

S = −1.55e^−x + 0.92

f₁₇

(1, 0.32)

(0, −0.61)

1.47

0.86

−e^−x

S = −1.47e^−x + 0.86

f₁₈

(1, 0.43)

(0, −0.67)

1.74

1.07

−e^−x

S = −1.74e^−x + 1.07