For the last dimension of empathy, out of four items the highest gap score was “Employees have the willingness to place the interest of the student at heart” with -1.76. The second highest goes to “the university always understand the specific needs of the students” with -1.52, followed by “the university has operating hours convenient to all its students” with -1.38 and lastly was “the university gives the student individual attention” with -1.27 value.