Quality assessment of services provided by health centers in Mashhad, Iran: SERVQUAL versus HEALTHQUAL scales

Table 2 Mean and standard deviation of the service user perceptions, expectations, and service gaps in SERVQUAL model

Dimensions and items	Expectation	Perception	Quality Gap	t-test	P-Value
Dimensions and items	(Mean ± SD)	(Mean ± SD)	(Mean ± SD)	t-test	P-Value
Tangibles	4.981 ± 0.086	3.497 ± 0.535	− 1.483 ± 0.545	−38.452	0.000*
Reliability	4.976 ± 0.105	3.237 ± 0.505	− 1.738 ± 0.535	−45.930	0.000*
Responsiveness	4.98 ± 0.104	3.487 ± 509	−1.492 ± 0.525	−40.199	0.000*
Assurance	4.964 ± 0.128	3.163 ± 0.856	− 1.801 ± 0.867	− 29.372	0.000*
Empathy	4.972 ± 0.109	2.953 ± 1.235	−2.019 ± 1.239	− 23.042	0.000*
Total Service Quality	4.974 ± 0.086	3.267 ± 0.546	−1.707 ± 0.558	− 43.233	0.000*

ISSN: 1472-6963