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Average and gap of quality of services dimensions based on SERVQUAL model
| Measured Dimension | Average of each Dimension after receiving services (Perceptions) P | Average of each Dimension after receiving services (Expectations) E | Gap amount (P-E) | Freedman Test Mean Rank |
|---|---|---|---|---|
| Tangibles | 2.7214 | 4.6719 | -1.9505 | 3.94 |
| Reliability | 3.8000 | 4.7667 | -0.9667 | 2.88 |
| Assurance | 4.5391 | 5.4297 | -0.8906 | 3.00 |
| Responsiveness | 4.8464 | 5.9896 | -1.1432 | 2.92 |
| Empathy | 5.1958 | 5.7896 | -0.5938 | 2.27 |
