Table 6.

Summary of differences between Expectations—Perceptions for the SERVQUAL dimensions (Wilcoxon matched pairs signed ranks test).

	z-Value	p-Value	Median Perceptions	Median Expectations
Tangibles: Perceptions-Expectations	−18.098	<0.001	6.00	7.00
Reliability: Perceptions-Expectations	−12.129	<0.001	6.20	7.00
Responsiveness: Perceptions-Expectations	−14.065	<0.001	6.00	6.75
Assurance: Perceptions-Expectations	−17.783	<0.001	6.00	7.00
Empathy: Perceptions-Expectations	−16.167	<0.001	6.00	6.80