Table 2.
The results of paired t-test to examine the gap between importance and performance
| Variables | Performance | Importance | Paired-Sample T-Test | ||||
|---|---|---|---|---|---|---|---|
| Mean | SD* | Mean | SD | Gap | T-Value | P-Value | |
| Tangibility | 3.857 | 0.699 | 4.429 | 0.661 | 0.572 | 10.907 | 0.000 |
| Reliability | 3.506 | 1.025 | 4.420 | 0.731 | 0.914 | 13.251 | 0.000 |
| Responsiveness | 3.499 | 0.988 | 4.508 | 0.668 | 1.010 | 16.386 | 0.000 |
| Assurance | 4.008 | 0.725 | 4.515 | 0.728 | 0.507 | 14.549 | 0.000 |
| Empathy | 3.860 | 0.881 | 4.486 | 0.714 | 0.626 | 10.044 | 0.000 |
| Quality | 3.746 | 0.752 | 4.472 | 0.671 | 0.726 | 14.452 | 0.000 |
*SD Standard deviation