Table 4.

Level of statistical characteristics of respondents’ expectations and substantial perceptions of service quality in facility A and facility 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	−2.2	(−3) to (−1.6)	(−4) to 2.6	−0.8	(−1.2) to 0	(−3) to 1.4	<0.001
Reliability	−2.0	(−2.8) to (−1)	(−4) to 2	−0.6	(−1.2) to 0.2	(−3) to 2.4	<0.001
Responsiveness	−1.0	(−1.5) to (−0.3)	(−4) to 2	−0.5	(−1) to 0	(−4) to 3	<0.001
Assurance	−0.7	(−1.3) to 0	(−4) to 2	−0.3	(−1) to 0	(−4) to 1.7	0.241
Empathy	−1.6	(−2) to (−1)	(−4) to 1.6	−0.6	(−1) to 0	(−4) to 1.6	<0.001
Overall	−1.5	(−1.9) to (−1)	(−4) to 1.9	−0.6	(−1) to (−0.4)	(−3.3) to 1	<0.001

Note: Bold values indicate statistically significant values.