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Table 1 Mean level of the students perceptions, expectations and service gaps in five SERVQUAL dimensions

From: Quality gap of educational services in viewpoints of students in Hormozgan University of medical sciences

Service Dimensions Perceptions Expectations Service gaps Paired T-Test
     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