Table 3 Scores and gaps in the expectation and perception of service quality for each item based on the SERVQUAL scale

3.99 ± 0.55

4.31 ± 0.63

0.32 ± 0.08

< 0.001

4.67 ± 0.57

4.44 ± 0.70

−0.22 ± 0.09

0.011

3.63 ± 0.93

4.09 ± 0.78

0.46 ± 0.12

< 0.001

4.12 ± 0.73

4.56 ± 0.63

0.44 ± 0.09

< 0.001

3.55 ± 0.89

4.14 ± 0.83

0.59 ± 0.12

< 0.001

4.73 ± 0.39

4.65 ± 0.51

−0.08 ± 0.06

0.186

4.83 ± 0.42

4.68 ± 0.51

−0.15 ± 0.06

0.017

4.81 ± 0.41

4.68 ± 0.57

−0.14 ± 0.04

0.045

4.73 ± 0.54

4.64 ± 0.61

−0.09 ± 0.08

0.250

4.57 ± 0.58

4.63 ± 0.58

0.05 ± 0.08

0.499

4.72 ± 0.57

4.64 ± 0.56

−0.08 ± 0.08

0.293

4.60 ± 0.43

4.61 ± 0.52

0.01 ± 0.06

0.900

4.58 ± 0.53

4.60 ± 0.57

0.02 ± 0.08

0.844

4.71 ± 0.49

4.66 ± 0.57

−0.05 ± 0.07

0.467

4.69 ± 0.50

4.65 ± 0.54

−0.05 ± 0.07

0.518

4.42 ± 0.67

4.54 ± 0.59

0.12 ± 0.09

0.182

4.66 ± 0.43

4.64 ± 0.55

−0.02 ± 0.07

0.783

4.74 ± 0.53

4.68 ± 0.55

−0.06 ± 0.07

0.430

4.79 ± 0.45

4.68 ± 0.55

−0.11 ± 0.07

0.109

4.49 ± 0.62

4.60 ± 0.65

0.11 ± 0.09

0.213

4.64 ± 0.59

4.63 ± 0.63

−0.02 ± 0.08

0.860

4.44 ± 0.50

4.59 ± 0.56

0.15 ± 0.07

0.050

4.36 ± 0.69

4.56 ± 0.63

0.20 ± 0.09

0.030

4.25 ± 0.73

4.61 ± 0.60

0.34 ± 0.09

< 0.001

4.35 ± 0.75

4.54 ± 0.73

0.19 ± 0.10

0.069

4.77 ± 0.46

4.63 ± 0.60

−0.14 ± 0.07

0.049

4.50 ± 0.58

4.63 ± 0.56

0.13 ± 0.08

0.097

4.49 ± 0.36

4.56 ± 0.52

0.07 ± 0.06

0.219

4.57 ± 0.81

4.58 ± 0.52

0.01 ± 0.09

0.954