Using Gap Analysis to Interpret Importance with Satisfaction (Page 3)
Setting up your Gap Analysis Chart
To set up the gap analysis chart a combination of derived variables, setting up chart tailoring and a chart style needs to be applied. If you follow all of the instructions on the next few pages you should easily be able to perform gap analysis on your own survey data.
The first step is to create your derived variables. A derived variable will allow us to subtract satisfaction scores away from importance scores for each service, for example, E-newsletter satisfaction scores will be subtracted from E-newsletter importance scores. Each service will have to be set up as an individual derived variable.
Setting up quantity derived variables for Gap anlaysis
Step by step
Step 1
Click 
to display the Variables window.
Step 2
Click 
to add a new variable.
Step 3
Specify the Variable details:
Name: V1
It should have a letter as the first character and be no longer than 8 characters in length.
Label: Basic functionality of software
The label is a full description of the variable that will appear in the Data window and on all analysis reports. The maximum number of characters is 100.
Type: Derived
The variable will derive its data from other existing variables.
Response: Quantity
We are going to subtract satisfaction answers from importance answers for basic functionality of software question.
Step 4
Click on the Values column, in the same row as Valid.
Type: Q5a - Q3a
Q5a = How important is the basic functionality of the software to them.
Q3a = How satisfied they are with the basic functionality of the software.
Step 5
Click 
to save the variable changes. The saved variable is found in the variable window.
Repeat the steps above for all the other rating questions you wish to analyse. (Importance).
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