Table 2 Scores and gaps in the expectation and perception of service quality for five dimensions based on the SERVQUAL scale
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 | 一 |