Table 7. Mean service quality gaps by item.

Number	Expectation	Perception	Service gap	t-value	P-value
1	4.01	3.92	-0.09	4.078	<0.001
2	3.90	3.77	-0.13	4.415	<0.001
3	3.97	4.08	0.11	-4.131	<0.001
4	3.96	3.85	-0.11	3.735	<0.001
5	3.93	3.85	-0.08	3.048	0.002
6	4.09	3.97	-0.12	4.622	<0.001
7	4.12	4.05	-0.07	2.531	0.012
8	4.12	3.94	-0.18	6.677	<0.001
9	4.18	4.05	-0.13	4.911	<0.001
10	4.18	3.95	-0.23	7.986	<0.001
11	4.19	3.90	-0.29	9.982	<0.001
12	4.11	3.80	-0.31	9.874	<0.001
13	4.15	3.83	-0.32	9.596	<0.001
14	4.14	3.95	-0.19	5.866	<0.001
15	4.20	4.06	-0.14	5.208	<0.001
16	4.23	4.07	-0.16	6.121	<0.001
17	4.25	4.10	-0.15	5.734	<0.001
18	4.30	4.09	-0.21	8.012	<0.001
19	4.25	4.02	-0.23	8.314	<0.001
20	4.15	3.98	-0.17	6.127	<0.001
21	4.09	3.72	-0.37	11.757	<0.001
22	3.89	3.44	-0.45	13.708	<0.001
23	4.01	3.57	-0.44	12.956	<0.001
24	4.03	3.61	-0.42	12.190	<0.001

Please see questionnaire about 1–24 items’ specific content.