Table 1.

Definition of SERVQUAL domains.

SERVQUAL Domains	Operational Definition	Reference	Items Per Domain
Tangibles	Physical facilities, equipment, and appearance of personnel	L. Fan et al., 2017 [16]	4
Reliability	The ability to perform the promised service dependably and accurately	L. Fan et al., 2017 [16]	3
Responsiveness	Willingness to help customers and provide prompt service	L. Fan et al., 2017 [16]	5
Assurance	(Including competence, courtesy, credibility, and security): knowledge and courtesy of employees and their ability to inspire trust and confidence	L. Fan et al., 2017 [16]	3
Empathy	Including access, communication, and understanding of the customer): caring and individualized attention that the firm provides to its customers	L. Fan et al., 2017 [16]	2