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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)