Dimension

Mean of Expectation

Mean of Perception

Mean Difference

Empathy

0.07

0.74

0.66

Responsiveness

0.54

0.96

0.42

Reliability

0.43

0.79

0.36

Tangibility

0.41

0.62

0.21

Assurance

0.57

0.80

0.23

Overall mean

0.40

0.78

0.38