Reliability of SERVQUAL scale

01 January 1970 0 3K Report

I have been trying to find out the reliability of the SERVQUAL scale using Cronbach's alpha on P-E score of Pre-test , but I am unable to get the result . The SPSS analysis is showing that "the value is negative due to a negative average covariance among items. This violates reliability model assumptions. You may want to check item coding's." Please suggest to me any alternative methods to measure the reliability of SERVQUAL scale

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