After flying with United Airlines, passengers were asked to record their perceptions regarding their experience pertaining to each of the decision-making criteria. The results are displayed in Table form below (expectation scores were obtained from the original multi-attribute matrix. Given this information, determine the size and direction of the service gap and whether customers were dissatisfied, satisfied, or delighted.

Decision-Making Criteria	United Airlines Perceptions	United Airlines Expectations
Price	8	8
Flight Schedule	8	9
Destination	10	10
Baggage Fees	7	8
Leg Room	7	8
In-Flight Entertainment Options	8	7
Timeliness	9	7