Table 2.
Level of statistical characteristics of respondents’ expectations of service quality in facility A and B within SERVQUAL method according to respective domains
| Domain | Facility A (n=211)
|
Facility B (n=201)
|
P-value | ||||
|---|---|---|---|---|---|---|---|
| Median | Quartile | Range | Median | Quartile | Range | ||
| Tangibility | 4.0 | 3.8–5 | 2–5 | 4.4 | 4–4.6 | 2–5 | 0.817 |
| Reliability | 4.6 | 4–5 | 3–5 | 4.2 | 3.6–4.6 | 1.8–5 | <0.001 |
| Responsiveness | 4.8 | 4–5 | 3–5 | 4.3 | 3.8–4.5 | 1.5–5 | <0.001 |
| Assurance | 4.7 | 4–5 | 2.7–5 | 4.3 | 3.7–4.7 | 2–5 | <0.001 |
| Empathy | 4.8 | 4.4–5 | 2.4–5 | 4.2 | 3.8–4.6 | 2–5 | <0.001 |
| Overall | 4.4 | 4.2–4.8 | 3–5 | 4.2 | 3.9–4.5 | 2–5 | <0.001 |
Note: Bold values indicate statistically significant values.