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Table 4 Assessment of data distribution for the questionnaire

From: Identification of quality gaps in healthcare services using the SERVQUAL instrument and importance-performance analysis in medical intensive care: a prospective study at a medical center in Taiwan

Dimension/Item

Expectation

Perception

 

Skewness

Kurtosis

Skewness

Kurtosis

Tangibles

−0.182 (0.224)

−0.303 (0.444)

− 0.665 (0.243)

− 0.069 (0.481)

 E1/P1

−1.558 (0.231)

1.510 (0.459)

−0.637 (0.251)

− 0.536 (0.498)

 E2/P2

−0.380 (0.231)

− 0.424 (0.459)

− 0.080 (0.251)

−0.652 (0.498)

 E3/P3

−0.933 (0.231)

2.115 (0.459)

−0.320 (0251)

−0.461 (0.503)

 E4/P4

−0.294 (0.231)

−0.346 (0.459)

− 0.001 (0.254)

−0.858 (0.498)

Reliability

−1.937 (0.224)

4.431 (0.444)

−1.235 (0.243)

0.649 (0.481)

 E5/P5

−2.562 (0.231)

6.230 (0.459)

−1.174 (0.251)

−0.636 (0.498)

 E6/P6

−2.055 (0.231)

3.368 (0.459)

−1.436 (0.251)

0.898 (0.498)

 E7/P7

−2.378 (0.231)

6.762 (0.459)

−0.915 (0.251)

−0.542 (0.498)

 E8/P8

−1.023 (0.231)

0.066 (0.459)

−0.945 (0.251)

−0.219 (0.498)

 E9/P9

−2.290 (0.231)

5.516 (0.459)

−0.199 (0.251)

1.480 (0.498)

Responsiveness

−1.072 (0.224)

0.745 (0.444)

−1.113 (0.432)

0.400 (0.481)

 E10/P10

−0.777 (0.231)

−0.610 (0.459)

− 0.549 (0.251)

−1.736 (0.498)

 E11/P11

−1.434 (0.231)

1.066 (0.459)

−1.031 (0.251)

−0.278 (0.498)

 E12/P12

−1.497 (0.231)

1.280 (0.459)

−0.982 (0.251)

−1.060 (0.498)

 E13/P13

−0.772 (0.231)

−0.552 (0.459)

− 0.765 (0.251)

−0.379 (0.498)

Assurance

−1.409 (0.224)

1.782 (0.444)

−1.422 (0.243)

1.393 (0.481)

 E14/P14

−2.378 (0.231)

6.762 (0.459)

−0.651 (0.251)

0.743 (0.498)

 E15/P15

−2.027 (0.231)

3.438 (0.459)

−2.104 (0.251)

3.690 (0.498)

 E16/P16

−0.829 (0.231)

−0.279 (0.459)

− 0.995 (0.251)

0.013 (0.498)

 E17/P17

−1.793 (0.231)

3.389 (0.459)

−1.422 (0.253)

10.79 (0.498)

Empathy

−0.503 (0.224)

−0.687 (0.444)

−1.364 (0.243)

2.256 (0.500)

 E18/P18

−0.882 (0.231)

0.251 (0.459)

−0.852 (0.253)

−0.297 (0.500)

 E19/P19

−0.626 (0.231)

−0.356 (0.459)

−1.130 (0.253)

0.713 (0.500)

 E20/P20

−1.122 (0.231)

1.019 (0.459)

−1.052 (0.253)

0.088 (0.500)

 E21/P21

−1.939 (0.231)

3.037 (0.459)

−1.369 (0.251)

0.905 (0.498)

 E22/P22

−0.717 (0.231)

−0.444 (0.459)

−1.094 (0.251)

0.217 (0.498)