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

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

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
  1. a SQG service quality gap, SD standard deviation