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

Table 3 Scores and gaps in the expectation and perception of service quality for each item among the five dimensions

Perception		Expectation		SQG ^a	Rank	t-value	p-value
Dimension/Item	Mean ± SD	Dimension/Item	Mean ± SD
Tangibles		Tangibles
P1	4.00 ± 0.53	E1	4.08 ± 0.77	-0.08 ± 0.95	3	1.95	0.052
P2	4.07 ± 0.43	E2	4.19 ± 0.57	-0.12 ± 0.73	2	3.88	0.000
P3	4.17 ± 0.42	E3	4.22 ± 0.56	-0.05 ± 0.71	4	1.50	0.135
P4	3.18 ± 0.61	E4	4.15 ± 0.95	-0.97 ± 1.08	1	20.28	0.000
Reliability		Reliability
P5	4.01 ± 0.57	E5	4.76 ± 0.43	-0.75 ± 0.66	1	25.75	0.000
P6	4.38 ± 0.55	E6	4.75 ± 0.43	-0.38 ± 0.71	4	12.04	0.000
P7	4.22 ± 0.61	E7	4.80 ± 0.40	-0.58 ± 0.70	3	18.82	0.000
P8	4.14 ± 0.69	E8	4.83 ± 0.38	-0.69 ± 0.73	2	21.47	0.000
P9	4.76 ± 0.44	E9	4.99 ± 0.08	-0.23 ± 0.43	5	12.23	0.000
Responsiveness		Responsiveness
P10	3.93 ± 0.58	E10	4.77 ± 0.42	-0.84 ± 0.67	1	28.56	0.000
P11	4.47 ± 0.52	E11	4.91 ± 0.29	-0.44 ± 0.51	4	19.50	0.000
P12	4.03 ± 0.42	E12	4.56 ± 0.58	-0.52 ± 0.61	3	19.64	0.000
P13	3.92 ± 0.57	E13	4.50 ± 0.52	-0.58 ± 0.66	2	19.96	0.000
Assurance		Assurance
P14	3.99 ± 0.46	E14	4.51 ± 0.54	-0.52 ± 0.72	3	16.45	0.000
P15	4.03 ± 0.64	E15	4.83 ± 0.39	-0.80 ± 0.64	1	28.44	0.000
P16	4.62 ± 0.49	E16	4.92 ± 0.27	-0.30 ± 0.47	4	14.28	0.000
P17	4.31 ± 0.52	E17	4.92 ± 0.28	-0.60 ± 0.53	2	25.85	0.000
Empathy		Empathy
P18	3.41 ± 0.63	E18	4.10 ± 0.60	-0.69 ± 0.75	2	21.02	0.000
P19	3.49 ± 0.91	E19	4.58 ± 0.50	-1.08 ± 1.06	1	23.24	0.000
P20	3.93 ± 0.59	E20	3.97 ± 0.68	-0.03 ± 0.86	5	0.87	0.383
P21	4.58 ± 0.50	E21	4.94 ± 0.24	-0.36 ± 0.50	4	16.49	0.000
P22	3.39 ± 0.72	E22	3.91 ± 0.57	-0.51 ± 0.88	3	13.29	0.000

ISSN: 1472-6963