Expectation

Dimension
Tangibles

Expectation
Statement
1
2

Expectation
Total Score

Expectation
Average Score

588

5.88

644

6.44

640

6.40

636

6.36

650

6.50

655

6.55

637

6.37

650

6.50

648

6.48

641

6.41

640

6.40

647

6.47

649

6.49

638

6.38

650

6.50

652

6.52

652

6.52

643

6.43

632

6.32

639

6.39

642

6.42

659

6.59

3
4
Reliability

5
6
7
8
9

Responsiveness

10
11
12
13

Assurance

14
15
16
17

Empathy

18
19
20
21
22

Perception

Dimension
Tangibles

Expectation
Statement
1
2

Perception
Total Score

Perception
Average Score

522

5.22

539

5.39

539

5.39

506

5.06

468

4.68

492

4.92

469

4.69

459

4.59

491

4.91

475

4.75

447

4.47

478

4.78

451

4.51

449

4.49

485

4.85

481

4.81

460

4.60

449

4.49

501

5.01

464

4.64

461

4.61

460

4.60

3
4
Reliability

5
6
7
8
9

Responsiveness

10
11
12
13

Assurance

14
15
16
17

Empathy

18
19
20
21
22

SERVQUAL Gap Score

Dimension

Statement

Tangibles

1
2
3
4

Reliability

5
6
7
8
9

Responsiveness

10
11
12
13

Assurance

14
15
16
17

Empathy

18
19
20
21
22

Perception
Score (P)

Expectation
Score (E)

5.22

5.88

5.39

6.44

5.39

6.40

5.06

6.36

4.68

6.50

4.92

6.55

4.69

6.37

4.59

6.50

4.91

6.48

4.75

6.41

4.47

6.40

4.78

6.47

4.51

6.49

4.49

6.38

4.85

6.50

4.81

6.52

4.60

6.52

4.49

6.43

5.01

6.32

4.64

6.39

4.61

6.42

4.60

6.59

Gap Score
(P-E)

Average for
Dimension

-0.66
-1.05
-1.01
-1.3

-1.005

-1.82
-1.63
-1.68
-1.91
-1.57

-1.722

-1.66
-1.93
-1.69
-1.98

-1.815

-1.89
-1.65
-1.71
-1.92

-1.7925

-1.94
-1.31
-1.75
-1.81
-1.99

Unweighted Average SERVQUAL score:

-1.76

-1.6189