Table 4: Service quality of utilization of GH and MH: Overall and components of SERVQUAL.
| Details | P (Mean ± SD) | E (Mean ± SD) | Gap (i.e., Q = P - E) |
| Tangibility | 5.8 ± 1.0 | 5.4 ± 1.3 | 0.4 |
| Reliability | 5.6 ± 1.0 | 5.5 ± 1.1 | 0.1 |
| Responsiveness | 3.4 ± 1.3 | 4.3 ± 1.5 | -0.9 |
| Assurance | 3.5 ± 1.4 | 4.2 ± 1.3 | -0.8 |
| Empathy | 1.4 ± 2.3 | 2.8 ± 2.0 | -1.4 |
| Overall | 3.7 ± 0.7 | 4.7 ± 0.7 | -1.0 |