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
Table 2: Client Satisfaction with the various dimensions of SERVQUAL.