The gap mean values between expectations
and perceptions that were obtained through
ANOVA and are presented in the table are statistically
significant. In our study, the comparison
between expectations and perceptions showed
that there was a gap in all dimensions. A onepoint
gap over a seven Likert scale from 1 to 7
signifies a difference of 14.2% among responses.
In Table 2, expectations are greater than perceptions
and this difference is significant along
all dimensions covered in the questionnaire. Our
analysis showed an increased variance in the
perception responses compared with the expectation
responses. Empathy produced the greatest
gap, followed by tangibles and assurance.
Responsiveness and reliability were the dimensions
with the smallest gap.