Dimension | Items | PSi | ESi | SQi | SQi’ |
Tangibles/A | 1 | 4.33 | 4.66 | −0.33 | −0.0778 |
2 | 4.34 | 4.72 | −0.38 | −0.1065 | |
3 | 4.28 | 4.59 | −0.31 | −0.0731 | |
4 | 4.27 | 4.58 | −0.31 | −0.0770 | |
Reliability/B | 5 | 4.21 | 4.64 | −0.43 | −0.1195 |
6 | 4.21 | 4.61 | −0.40 | −0.1012 | |
7 | 4.23 | 4.66 | −0.43 | −0.1035 | |
8 | 4.26 | 4.60 | −0.34 | −0.0777 | |
Responsiveness/C | 9 | 3.99 | 4.35 | −0.36 | −0.0857 |
10 | 4.12 | 4.65 | −0.53 | −0.1406 | |
11 | 4.22 | 4.63 | −0.41 | −0.0948 | |
12 | 4.07 | 4.63 | −0.56 | −0.1486 | |
Assurance/D | 13 | 4.15 | 4.59 | −0.44 | −0.1156 |
14 | 4.08 | 4.64 | −0.56 | −0.1472 | |
15 | 4.27 | 4.58 | −0.31 | −0.0636 | |
16 | 4.07 | 4.63 | −0.56 | −0.1508 | |
Empathy/E | 17 | 3.85 | 4.34 | −0.49 | −0.1271 |
18 | 3.88 | 4.22 | −0.34 | −0.0781 | |
19 | 3.76 | 4.25 | −0.49 | −0.1161 | |
20 | 4.09 | 4.43 | −0.34 | −0.0932 |