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) |