Five specified dimensions, namely tangibles, empathy, assurance, reliability and responsiveness at the educational institution, were examined.
The SERVQUAL is categorized into five factors: reliability, assurance, tangibles, empathy and responsiveness.
The study found that contract manufacturing service quality could be classified into seven dimensions; Halalness, product development, 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].
The subsequently developed SERQUAL [ 9] recast the 10 determinants into five specific components: tangibles, reliability, responsiveness, assurance, and empathy.
The SERVIQUAL questionnaire is divided into five service dimensions (tangibles, reliability, responsiveness, assurance and empathy) to determine patients' level of satisfaction on quality of care.
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.
Even though this study did not measure satisfaction among insured households using a specific approach such as the five elements of quality of services (i.e. tangibles, responsiveness, reliability, assurance, and empathy), we were able to capture some perceptions of each health insurance scheme.
Parasuraman et al. (1985) proposed a SERVQUAL scale with 5 dimensions (i.e., reliability, tangibles, responsiveness, empathy, and assurance) and 22 items for assessing service quality and balancing customer perceptions and expectations as follows: Reliability performing and fulfilling services accurately and as they promise.
