Table 3.
Comparison of SERVQUAL and subscale scores according to socio-demographic characteristics.
| Gender | Tangibles | Reliability | Responsiveness | Assurance | Empathy | SERVQUAL Score | |
|---|---|---|---|---|---|---|---|
| Female | Mean Rank | 229.57 | 239.44 | 240.07 | 241.86 1 | 240.08 | 234.52 |
| Male | 231.48 | 221.08 | 220.42 | 218.53 2 | 220.41 | 226.27 | |
| MWU | 26.213 | 24.321 | 24.174 | 23.750 | 24.172 | 25.483 | |
| p | 0.873 | 0.122 | 0.096 | 0.048 1−2 | 0.097 | 0.500 | |
| Marital Status | |||||||
| Married | Mean Rank | 233.10 | 231.16 | 232.24 | 236.67 1 | 231.97 | 233.90 |
| Single | 230.38 | 230.48 | 213.99 | 179.14 2 | 227.65 | 219.33 | |
| Divorced | 196.83 | 222.02 | 229.93 | 218.78 | 215.25 | 201.23 | |
| KWH | 2.241 | 0.144 | 0.755 | 7.805 | 0.506 | 2.047 | |
| p | 0.326 | 0.931 | 0.686 | 0.020 1−2 | 0.777 | 0.359 | |
| Education Status | |||||||
| Primary school and below | Mean Rank | 243.97 1 | 232.19 | 237.43 | 240.70 | 236.94 | 239.54 |
| Middle school | 237.17 | 236.45 | 219.17 | 230.13 | 220.99 | 244.89 | |
| High school | 229.32 | 239.65 | 223.54 | 224.52 | 233.45 | 219.00 | |
| High school above | 189.71 2 | 213.06 | 224.82 | 207.96 | 215.29 | 207.64 | |
| KWH | 11.453 | 2.184 | 1.559 | 4.454 | 2.176 | 4.992 | |
| p | 0.010 1−2 | 0.535 | 0.669 | 0.216 | 0.537 | 0.165 | |
p: Significance level, 1,2: Statements of groups with significant differences between them, MWU: Mann–Whitney U test, KWH: Kruskal–Wallis H test.