Table 3. Mean (SD) of SERVQUAL scores .

Dimensions	Expectation of service		Service perception		Service gap a
	Mean	SD	Mean	SD	Mean	SD
Tangibles (3 items)	13.17	1.84	10.32	2.61	-2.84	2.91
Reliability (3 items)	13.26	1.79	10.65	2.40	-2.57	2.70
Responsibility (3 items)	13.32	1.86	10.13	2.71	-3.16	3.14
Assurance (4 items)	17.93	2.48	13.92	3.55	-3.98	4.13
Empathy (2 items)	8.90	1.28	6.78	1.88	-2.10	2.15
Total score	66.59	8.52	51.81	11.97	-14.78	13.63

The difference between service perception and expectation of service.