PSSQ variable | Public | Private |
---|---|---|
Availability | 34.6% | 0.2% |
Accessibility | 18.2% | 25.0% |
Responsiveness | 7.7% | 12.7% |
Empathy | 5.0% | 14.8% |
Communication | 4.9% | 2.3% |
Reliability | 1.2% | 15.8% |
Tangibility | 0.3% | 4.5% |
Courtesy | 0.3% | 2.0% |
Overall cross-validity: | ||
Stein’s formula statistic | 0.696 | 0.752 |
(R 2 value) | (0.722) | (0.773) |