Skip to main content

Advertisement

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)