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 |