Table 1 The state of perception and expectation of participants of the study
Perception | Expectation | |||||||||
|---|---|---|---|---|---|---|---|---|---|---|
Strong | Moderate | Weak | Very important | Relatively important | ||||||
N | % | N | % | N | % | N | % | N | % | |
Tangibility | 29 | 32.6 | 51 | 57.3 | 9 | 10.1 | 86 | 96.6 | 3 | 3.4 |
Reliability | 32 | 36 | 52 | 58.4 | 5 | 5.6 | 86 | 96.6 | 3 | 3.4 |
Responsiveness | 34 | 38.2 | 48 | 53.9 | 7 | 7.9 | 87 | 97.8 | 2 | 2.2 |
Assurance | 39 | 43.8 | 43 | 48.3 | 7 | 7.9 | 86 | 96.6 | 3 | 3.4 |
Empathy | 26 | 29.2 | 56 | 62.9 | 7 | 7.9 | 84 | 94.4 | 5 | 5.6 |
Total quality | 32 | 36 | 50 | 56.1 | 7 | 7.9 | 86 | 96.6 | 3 | 3.4 |