Table 5.

The number and percentage of positive and negative reviews on SERVQUAL’s five dimensions

Dimension	PN	PN% (N = 95)	NN	NN % (N = 141)	TN	TN % (N = 236)
Tangibles	25	26.32%	26	18.44%	51	21.61%
Reliability	40	42.11%	38	26.95%	78	33.05%
Responsiveness	6	6.32%	40	28.37%	46	19.49%
Assurance	57	60.00%	102	72.34%	159	67.37%
Empathy	9	9.47%	27	19.15%	36	15.25%

1. PN: number of positive reviews; NN: number of negative reviews; TN: total number of reviews

2. Each review may cover more than one aspect

3. The number of samples with positive reviews deducted without leaving a message was 95

4. The number of samples with negative reviews deducted without leaving a message was 141