Table 1.
Mean Customer Satisfactiona with 10 Attributes of Liquor Purchase Experience by Time (Pre- Post Privatization) and Demographics (2014)
| Total
|
Male
|
Female
|
||||
|---|---|---|---|---|---|---|
| 2010 | 2014 | 2010 | 2014 | 2010 | 2014 | |
|
|
||||||
| Sample N | 599 | 465 | 288 | 226 | 310 | 239 |
| Courtesy of staff | 3.50 | 3.54 | 3.43 | 3.51 | 3.57 | 3.57 |
| Professionalism of staff | 3.39 | 3.45* | 3.34 | 3.42 | 3.43 | 3.51 |
| Adequate supply of product | 3.36 | 3.50*** | 3.27 | 3.47 | 3.44 | 3.53 |
| Selection of liquor offered | 3.27 | 3.29 | 3.20 | 3.20 | 3.37 | 3.37 |
| Level of staff knowledge | 3.22 | 2.94*** | 3.15 | 2.88 | 3.29 | 3.00 |
| Number of staff to help | 3.18 | 3.02*** | 3.09 | 3.00 | 3.27 | 3.05 |
| Store’s prices | 2.23 | 2.91*** | 2.11 | 2.83 | 2.36 | 2.99 |
| Convenience of store location | 3.39 | 3.51** | 3.39 | 3.44 | 3.48 | 3.57 |
| Speed of checkout | 3.39 | 3.35 | 3.32 | 3.33 | 3.46 | 3.38 |
| Store’s operating hours | 3.13 | 3.57*** | 3.01 | 3.53 | 3.25 | 3.61 |
|
| ||||||
| Overall mean score (10 areas) | 3.21 | 3.31 | 3.13 | 3.26 | 3.29 | 3.36 |
a
Grade ratings recoded as: F=0, D=1, C=2, B=3, A=4;
Note: t-test for overall pre-post comparison:
*
p < 0.05
**
p < 0.01
***
p < 0.001