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Table 5 Descriptive statistics including SERVIQUAL gap scores of the public and private samples

From: Predictors and consequences of rural clients’ satisfaction level in the district public-private mixed health system of Bangladesh

Var Public client (n = 200) Private client (n = 200)
Mean ESSQ (±SD) Mean PSSQ (±SD) Gap score Mean ESSQ (±SD) Mean PSSQ (±SD) Gap score
Tangibility 4.22 (0.33) 3.39 (0.53) −0.83 4.60 (0.39) 3.82 (0.37) −0.78
Availability* 4.95 (0.18) 3.05 (0.62) −1.90 4.86 (0.30) 4.21 (0.36) −0.65
Accessibility* 4.92 (0.21) 3.62 (0.41) −1.30 4.92 (0.19) 3.78 (0.57) −1.14
Responsiveness* 4.55 (0.45) 3.31 (0.99) −1.24 4.57 (0.44) 3.71 (0.89) −0.86
Reliability 4.84 (0.31) 3.86 (0.54) −0.98 4.94 (0.17) 3.98 (0.54) −0.96
Empathy 4.67 (0.34) 3.68 (0.61) −0.99 4.71 (0.33) 3.80 (0.45) −0.91
Communication* 4.25 (0.43) 3.22 (0.80) −1.03 4.26 (0.48) 3.69 (0.72) −0.57
Courtesy* 4.57 (0.47) 3.74 (0.64) −0.83 4.79 (0.35) 4.26 (0.53) −0.53
Grand* mean 4.62 (0.18) 3.48 0.52) −1.14 4.71 (0.18) 3.91 (0.36) −0.80
  1. Notes: (*) indicate variables with significant differences (two-tailed) in PSSQ and ESSQ gap-scores between the public and private sectors based on independent-samples t-tests. Var Variable, PSSQ Perceived specific service quality, ESSQ Expected specific service quality, SD Standard deviation, GS / CSL Gap score / clients’ satisfaction level; (N.B.: the gap scores are the values produced by subtracting the means of the corresponding variables of the ESSQ domain from that of the PSSQ domain)