Therefore, the gap mean score (Perception - Expectation) was -2.88 of all five service dimensions assessed.Figure 1 below shows a summary of mean score of five service dimensions including tangibles, responsiveness, reliability, assurance and empathy.
SERVQUAL model is composed of reliability, responsiveness, assurance, empathy, and tangible.
Service quality is operationalized into five determinants: reliability, responsiveness, assurance, empathy and tangible.
The study found that contract manufacturing service quality could be classified into seven dimensions; Halalness, product development, tangibles, reliability, responsiveness, assurance and empathy.
In order to avoid overlaps among dimensions, the aforementioned ten service quality dimensions were simplified into five dimensions: Reliability, responsiveness, assurance, empathy, and tangible, which are well-known as the SERVQUAL [44].
Hence, these items are categorized under seven dimensions such as reliability, tangibility, empathy, responsiveness, assurance, security, and stability which are selected on the basis of their relevance to the service quality in electricity utility sector.
The subsequently developed SERQUAL [ 9] recast the 10 determinants into five specific components: tangibles, reliability, responsiveness, assurance, and empathy.
The subsequently developed SERQUAL [ 12] recast the 10 determinants into five components: tangibles, reliability, responsiveness, assurance, and empathy.
The definitions of the SERVQUAL items – tangibles, reliability, responsiveness, assurance and empathy – are listed in Table 1[ 9].
This questionnaire was reviewed many times and is now summarized in 5 dimensions of perceptions: responsiveness, assurance, reliability, empathy and tangibility [ 13].
