to 4.87. The lowest grade was given to the question of
wellness & spa programmes in a hotel. SERVQUAL
gap (difference between perceived service and
expected service) is very high at this question (-1.67).
The best grade was given to politness of the working
staff for which SERVQUAL gap is positive and is
0.04. Standard deviaton at 6 questions is above 1, has
the value on 1 in one question, while in other
questions these values are between 0.36 do 0.98.