| STATEMENT |
PUBLIC |
PRIVATE |
OVERALL |
| |
P |
E |
P - E |
P |
E |
P - E |
P |
E |
P - E |
| TANGIBLES |
|
|
|
|
|
|
|
|
|
| Totals |
19.09 |
19.95 |
-0.85 |
19.21 |
19.67 |
-0.45 |
19.15 |
19.81 |
-0.65 |
| Average |
4.77 |
4.98 |
-0.21 |
4.80 |
4.91 |
-0.11 |
4.78 |
4.95 |
-0.16 |
| RELIABILITY |
|
|
|
|
|
|
|
|
|
| Totals |
24.48 |
24.97 |
-0.48 |
24.42 |
24.62 |
-0.20 |
24.45 |
24.80 |
-0.34 |
| Average |
4.89 |
4.99 |
-0.09 |
4.88 |
4.92 |
-0.04 |
4.89 |
4.96 |
-0.06 |
| RESPONSIVENESS |
|
|
|
|
|
|
|
|
|
| Totals |
19.83 |
19.96 |
-0.12 |
19.69 |
19.57 |
0.11 |
19.76 |
19.77 |
0.00 |
| Average |
4.95 |
4.99 |
-0.03 |
4.92 |
4.89 |
0.02 |
4.94 |
4.94 |
0.00 |
| ASSURANCE |
|
|
|
|
|
|
|
|
|
| Totals |
19.61 |
19.93 |
-0.31 |
19.53 |
19.50 |
0.03 |
19.57 |
19.71 |
-0.14 |
| Average |
4.90 |
4.98 |
-0.07 |
4.88 |
4.87 |
0.01 |
4.89 |
4.92 |
-0.03 |
| EMPATHY |
|
|
|
|
|
|
|
|
|
| Totals |
24.46 |
24.81 |
-0.35 |
23.82 |
24.16 |
-0.34 |
24.14 |
24.49 |
-0.34 |
| Average |
4.89 |
4.96 |
-0.07 |
4.76 |
4.83 |
-0.06 |
4.82 |
4.89 |
-0.06 |
| |
|
|
|
|
|
|
|
|
|
| Overall Total |
107.46 |
109.63 |
-2.18 |
106.67 |
107.54 |
-0.86 |
107.04 |
108.52 |
-1.48 |
| Overall Average |
4.88 |
4.98 |
-0.09 |
4.84 |
4.88 |
-0.03 |
4.86 |
4.93 |
-0.06 |
Figures in italics indicate negative P-E gaps, thus service quality gaps
Figures in bold indicate positive P-E gaps, thus satisfaction |
