Table 4.
Reliability statistics for the SERVPERF scale.
| Mean [SD] | Cronbach's Alpha | Alpha if item deleted | |
|---|---|---|---|
|
Reliability |
0.866 |
||
| Rel1 | 3.18[1.55] | 0.857 | |
| Rel2 | 3.07[1.55] | 0.853 | |
| Rel3 | 3.14[1.71] | 0.857 | |
| Rel4 | 2.83[1.58] | 0.858 | |
| Rel5 | 3.68[1.60] | 0.854 | |
| Rel6 | 3.09[1.55] | 0.854 | |
| Rel7 | 3.25[1.52] | 0.847 | |
| Rel8 | 2.95[1.39] | 0.847 | |
| Rel9 | 2.59[1.39] | 0.847 | |
| Rel10 | 2.55[1.43] | 0.846 | |
| Rel11 |
2.26[1.39] |
0.852 |
|
|
Variability in cost |
0.785 |
||
| VarC1 | 2.61[1.799] | 0.687 | |
| VarC2 | 2.69[1.81] | 0.718 | |
| VarC3 | 2.91[1.82] | 0.695 | |
| VarC4 |
3.55[1.79] |
0.816 |
|
|
Responsiveness |
0.7088 |
||
| Respon1 | 4.15[1.49] | 0.655 | |
| Respon2 | 3.77[1.53] | 0.606 | |
| Respon3 | 3.60[1.45] | 0.613 | |
| Respon4 | 3.38[1.64] | 0693 |
M: Mean; SD: Standard Deviation.