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Table 2 Scores and gaps in the expectation and perception of service quality for five dimensions based on the SERVQUAL scale

From: Satisfaction in population-based cancer screening in a Chinese rural high-risk population: the Yangzhong early diagnosis and treatment of upper gastrointestinal cancer

SERVQUAL dimensions Perception Expectation SQG a t-value p-value Rank
Tangibles 3.86 ± 0.31 4.16 ± 0.60 -0.30 ± 0.66 -10.53 0.000 5
Reliability 4.30 ± 0.34 4.83 ± 0.26 -0.53 ± 0.42 -28.44 0.000 4
Responsiveness 4.09 ± 0.30 4.69 ± 0.32 -0.59 ± 0.40 -33.93 0.000 1
Assurance 4.24 ± 0.32 4.79 ± 0.24 -0.56 ± 0.38 -33.45 0.000 2
Empathy 3.76 ± 0.34 4.30 ± 0.35 -0.54 ± 0.45 -27.15 0.000 3
Total 4.05 ± 0.20 4.55 ± 0.28 -0.51 ± 0.34 -33.72 0.000
  1. a SQG service quality gap