Dimension | Statement | Expectation Score | Perception Score | Gap Score | Average Gap Score | |
Expectation | Perception | |||||
Tangibles | TA1 | TA4 | 4.63 | 4.38 | −0.25 | −0.13 |
| TA2 | TA5 | 4.33 | 4.22 | −0.11 | |
| TA3 | TA6 | 4.35 | 4.33 | −0.02 | |
Reliability | RL1 | RL6 | 3.81 | 4.15 | 0.34 | 0.01 |
| RL2 | RL7 | 4.29 | 4.20 | −0.09 | |
| RL3 | RL8 | 4.47 | 4.37 | −0.1 | |
| RL4 | RL9 | 3.86 | 4.09 | 0.23 | |
| RL5 | RL10 | 4.42 | 4.09 | −0.33 | |
Responsiveness | RS1 | RS5 | 4.57 | 4.24 | −0.33 | −0.14 |
| RS2 | RS6 | 4.08 | 4.10 | 0.02 | |
| RS3 | RS7 | 4.35 | 4.29 | −0.06 | |
| RS4 | RS8 | 3.80 | 3.60 | −0.2 | |
Assurance | AS1 | AS5 | 4.25 | 4.11 | −0.14 | −0.1 |
| AS2 | AS6 | 4.25 | 4.01 | −0.24 | |
| AS3 | AS7 | 4.04 | 4.12 | 0.08 | |
| AS4 | AS8 | 4.38 | 4.26 | −0.12 | |
Empathy | EM1 | EM5 | 4.34 | 3.82 | −0.52 | −0.19 |
| EM2 | EM6 | 4.23 | 4.26 | 0.03 | |
| EM3 | EM7 | 3.83 | 3.77 | −0.06 | |
| EM4 | EM8 | 4.48 | 4.28 | −0.2 | |
Overall Average Gap Score | −0.55 | |||||
Overall Average Service Quality | −0.11 |