Table 4.

Assessment of data distribution for the questionnaire

Dimension/Item	Expectation		Perception
	Skewness	Kurtosis	Skewness	Kurtosis
Tangibles	−0.182 (0.224)	−0.303 (0.444)	− 0.665 (0.243)	− 0.069 (0.481)
E1/P1	−1.558 (0.231)	1.510 (0.459)	−0.637 (0.251)	− 0.536 (0.498)
E2/P2	−0.380 (0.231)	− 0.424 (0.459)	− 0.080 (0.251)	−0.652 (0.498)
E3/P3	−0.933 (0.231)	2.115 (0.459)	−0.320 (0251)	−0.461 (0.503)
E4/P4	−0.294 (0.231)	−0.346 (0.459)	− 0.001 (0.254)	−0.858 (0.498)
Reliability	−1.937 (0.224)	4.431 (0.444)	−1.235 (0.243)	0.649 (0.481)
E5/P5	−2.562 (0.231)	6.230 (0.459)	−1.174 (0.251)	−0.636 (0.498)
E6/P6	−2.055 (0.231)	3.368 (0.459)	−1.436 (0.251)	0.898 (0.498)
E7/P7	−2.378 (0.231)	6.762 (0.459)	−0.915 (0.251)	−0.542 (0.498)
E8/P8	−1.023 (0.231)	0.066 (0.459)	−0.945 (0.251)	−0.219 (0.498)
E9/P9	−2.290 (0.231)	5.516 (0.459)	−0.199 (0.251)	1.480 (0.498)
Responsiveness	−1.072 (0.224)	0.745 (0.444)	−1.113 (0.432)	0.400 (0.481)
E10/P10	−0.777 (0.231)	−0.610 (0.459)	− 0.549 (0.251)	−1.736 (0.498)
E11/P11	−1.434 (0.231)	1.066 (0.459)	−1.031 (0.251)	−0.278 (0.498)
E12/P12	−1.497 (0.231)	1.280 (0.459)	−0.982 (0.251)	−1.060 (0.498)
E13/P13	−0.772 (0.231)	−0.552 (0.459)	− 0.765 (0.251)	−0.379 (0.498)
Assurance	−1.409 (0.224)	1.782 (0.444)	−1.422 (0.243)	1.393 (0.481)
E14/P14	−2.378 (0.231)	6.762 (0.459)	−0.651 (0.251)	0.743 (0.498)
E15/P15	−2.027 (0.231)	3.438 (0.459)	−2.104 (0.251)	3.690 (0.498)
E16/P16	−0.829 (0.231)	−0.279 (0.459)	− 0.995 (0.251)	0.013 (0.498)
E17/P17	−1.793 (0.231)	3.389 (0.459)	−1.422 (0.253)	10.79 (0.498)
Empathy	−0.503 (0.224)	−0.687 (0.444)	−1.364 (0.243)	2.256 (0.500)
E18/P18	−0.882 (0.231)	0.251 (0.459)	−0.852 (0.253)	−0.297 (0.500)
E19/P19	−0.626 (0.231)	−0.356 (0.459)	−1.130 (0.253)	0.713 (0.500)
E20/P20	−1.122 (0.231)	1.019 (0.459)	−1.052 (0.253)	0.088 (0.500)
E21/P21	−1.939 (0.231)	3.037 (0.459)	−1.369 (0.251)	0.905 (0.498)
E22/P22	−0.717 (0.231)	−0.444 (0.459)	−1.094 (0.251)	0.217 (0.498)