Dimension

Expectation

Perception

Service Quality

tangibles/A

0.611

0.793

0.746

Reliability/B

0.808

0.870

0.807

Responsiveness/C

0.792

0.863

0.824

Assurance/D

0.864

0.838

0.819

Empathy/E

0.817

0.830

0.828

Overall

0.906

0.933

0.936