Table 1.

SERVQUAL dimension scores for hospital outpatient department services.

Dimension	Cronbach's alpha	Expectation (E)	Perception (P)	Service gap score (P-E)	P value*
Tangibles	0.78	6.61	6.06	−0.55	< 0.001
Reliability	0.79	6.38	6.34	−0.04	1.00
Responsiveness	0.78	6.53	5.88	−0.65	< 0.001
Assurance	0.80	6.59	6.31	−0.28	0.463
Empathy	0.82	6.39	6.28	−0.11	0.155

Total unweighted SERVQUAL score (-) 1.63

^*P value < 0.05 is considered statistically significant.