Table 2. The difference in mean score between patient expectation and perception (SQ gap) based on SERVQUAL dimensions (N = 386).
| SERVQUAL dimensions | Mean ± SD | Mean difference, SQ gap (95% CI) | t-test | p-value | |
|---|---|---|---|---|---|
| Expectation | Perception | ||||
| Tangible | 4.44 ± 0.44 | 4.19 ± 0.53 | -0.25 (-0.30, -0.19) | -9.14 | < 0.001 |
| Reliable | 4.49 ± 0.44 | 4.36 ± 0.51 | -0.13 (-0.18, -0.08) | - 4.93 | < 0.001 |
| Responsiveness | 4.48 ± 0.46 | 4.35 ± 0.50 | -0.13 (-0.18, -0.07) | - 4.87 | < 0.001 |
| Assurance | 4.50 ± 0.46 | 4.32 ± 0.49 | -0.18 (-0.23, -0.13) | - 4.87 | < 0.001 |
| Empathy | 4.56 ± 0.46 | 4.40 ± 0.51 | -0.16 (-0.20, -0.10) | -5.65 | < 0.001 |
SQ: service quality; SERVQUAL: SERV-service, QUAL- quality; SD: standard deviation; CI: confidence interval.