Table 1 Mean level of the students perceptions, expectations and service gaps in five SERVQUAL dimensions
Service Dimensions | Perceptions | Expectations | Service gaps | Paired T-Test | |
|---|---|---|---|---|---|
| Â | Â | Â | Â | t | P |
Assurance | 3.23 ± 0.64 | 4.13 ± 0.78 | -0.89 ± 0.91 | -16.8 | <0.001 |
Responsiveness | 2.78 ± 0.70 | 3.92 ± 0.86 | -1.14 ± 1.03 | -18.9 | <0.001 |
Empathy | 3.07 ± 0.69 | 4.03 ± 0.87 | -0.95 ± 0.91 | -17.9 | <0.001 |
Reliability | 3.37 ± .061 | 4.07 ± 0.77 | -0.71 ± 0.81 | -15.1 | <0.001 |
Tangibles | 3.10 ± 0.79 | 3.94 ± 0.91 | -0.84 ± 1.05 | -13.9 | <0.001 |
Total service quality | 3.13 ± .054 | 4.03 ± 0.75 | -0.89 ± 0.78 | -19.6 | <0.001 |