The SERVQUAL is categorized into five factors: reliability, assurance, tangibles, empathy and responsiveness.
Five specified dimensions, namely tangibles, empathy, assurance, reliability and responsiveness at the educational institution, were examined.
Of all five dimensions used to assess patient's level of satisfaction, respondents were least satisfied with the assurance dimension, followed by reliability, tangibles, empathy, and responsiveness.
The level of dissatisfaction in the five service dimensions were as follows: assurance (-0.47), reliability (-0.49), tangible (-0.52), empathy (-0.55), and responsiveness (-0.72).
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.
Furthermore, the dimensions comprising satisfaction differ among countries: Tangibles and empathy may be more important in Asia, while responsiveness, reliability, and assurance may be more important in the West [ 19].
In the Clare Chua study concerning the educational services quality at Ryerson University in Toronto, the greatest negative quality gap was in the assurance dimension, followed by the responsiveness, tangibles and empathy dimensions, and the least negative quality gap was in the reliability dimension [ 17].
Findings of this study revealed that all five dimensions of AIRQUAL scale i.e. airline tangibles; terminal tangibles; personnel services; empathy and image have a positive, direct and significant impact on customer satisfaction of Malaysia Airlines.
The prospects for reconciliation among peoples and states was most evidenced during the recent tragic floods when overwhelmingly Croats, Serbs and Bosniaks as well as "others" acting as good neighbors in tangible help and empathy, even as some leaders sought to further a river of divide.
This model consisted of five components: empathy, tangibles, safety, efficiency, and improvements of care services.
