Table 3.
Level of statistical characteristics of respondents’ substantial perceptions 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 | 1.8 | 1.6–2.2 | 1–5 | 3.6 | 3–4 | 2–5 | <0.001 |
| Reliability | 2.2 | 2–2.8 | 1–5 | 3.8 | 3–4 | 1.8–5 | <0.001 |
| Responsiveness | 3.5 | 3.3–4 | 1–5 | 3.8 | 3.3–4 | 1.5–5 | 0.026 |
| Assurance | 4.0 | 3.7–4.3 | 1–5 | 3.7 | 3.3–4 | 2–5 | <0.001 |
| Empathy | 3.0 | 2.8–3.6 | 1–5 | 3.6 | 3–4 | 2–5 | <0.001 |
| Overall | 3.0 | 2.8–3.3 | 1–5 | 3.6 | 3.3–4 | 2–5 | <0.001 |
Note: Bold values indicate statistically significant values.