Gap analysis – perceived service quality level by students
| Dimensions | Item | Gap (P-E) | Rank |
|---|---|---|---|
| Culture/value | P01-E01 | −0.53 | 7 |
| P02-E02 | −0.57 | ||
| P03-E03 | −0.59 | ||
| P04-E04 | −0.29 | ||
| P05-E05 | −0.58 | ||
| Average | −0.51 | ||
| Image | P06-E06 | −0.97 | 5 |
| P07-E07 | −0.55 | ||
| P08-E08 | −0.90 | ||
| P09-E09 | −0.76 | ||
| P10-E10 | −0.85 | ||
| Average | −0.81 | ||
| Tangibles | P11-E11 | −0.59 | 6 |
| P12-E12 | −0.80 | ||
| P13-E13 | −0.42 | ||
| P14-E14 | −0.56 | ||
| Average | −0.59 | ||
| Reliability | P15-E15 | −1.17 | 1 |
| P16-E16 | −1.39 | ||
| P17-E17 | −1.29 | ||
| Average | −1.28 | ||
| Responsiveness | P18-E18 | −0.95 | 3 |
| P19-E19 | −0.77 | ||
| P20-E20 | −0.96 | ||
| P21-E21 | −0.87 | ||
| Average | −0.89 | ||
| Assurance | P22-E22 | −0.96 | 4 |
| P23-E23 | −0.84 | ||
| P24-E24 | −0.71 | ||
| P25-E25 | −0.88 | ||
| Average | −0.85 | ||
| Empathy | P26-E26 | −1.18 | 2 |
| P27-E27 | −0.76 | ||
| P28-E28 | −0.76 | ||
| P29-E29 | −1.26 | ||
| Average | −0.99 |
| Dimensions | Item | Gap (P-E) | Rank |
|---|---|---|---|
| Culture/value | P01-E01 | −0.53 | 7 |
| P02-E02 | −0.57 | ||
| P03-E03 | −0.59 | ||
| P04-E04 | −0.29 | ||
| P05-E05 | −0.58 | ||
| Image | P06-E06 | −0.97 | 5 |
| P07-E07 | −0.55 | ||
| P08-E08 | −0.90 | ||
| P09-E09 | −0.76 | ||
| P10-E10 | −0.85 | ||
| Tangibles | P11-E11 | −0.59 | 6 |
| P12-E12 | −0.80 | ||
| P13-E13 | −0.42 | ||
| P14-E14 | −0.56 | ||
| Reliability | P15-E15 | −1.17 | 1 |
| P16-E16 | −1.39 | ||
| P17-E17 | −1.29 | ||
| Responsiveness | P18-E18 | −0.95 | 3 |
| P19-E19 | −0.77 | ||
| P20-E20 | −0.96 | ||
| P21-E21 | −0.87 | ||
| Assurance | P22-E22 | −0.96 | 4 |
| P23-E23 | −0.84 | ||
| P24-E24 | −0.71 | ||
| P25-E25 | −0.88 | ||
| Empathy | P26-E26 | −1.18 | 2 |
| P27-E27 | −0.76 | ||
| P28-E28 | −0.76 | ||
| P29-E29 | −1.26 | ||
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