Dimensions and items | Expectation | Perception | Quality Gap | t-test | P-Value |
---|---|---|---|---|---|
(Mean ± SD) | (Mean ± SD) | (Mean ± SD) | |||
Environment | 4.832 ± 0.066 | 3.736 ± 0.535 | − 1.096 ± 0.980 | −42.436 | 0.001* |
Empathy | 4.769 ± 0.112 | 3.169 ± 0.505 | − 1.6 ± 0.106 | − 41.106 | 0.000* |
Efficiency | 4.652 ± 0.225 | 3.954 ± 901 | − 0.698 ± 0.638 | −38.226 | 0.001* |
Effectiveness | 4.762 ± 0.137 | 3.742 ± 0.823 | − 1.02 ± 0.724 | − 43.309 | 0.000* |
Total Service Quality | 4.723 ± 0.020 | 3.256 ± 0.789 | − 1.104 ± 0.567 | −30.697 | 0.000* |