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




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

Aghamolaei and Zare BMC Medical Education 2008 8:34   doi:10.1186/1472-6920-8-34