Variable | Frequency | Mean score | Standard deviation | Coefficient of variation |
Service Recovery | 336 | 2.58 | 1.28 | 49.6% |
Service quality | 336 | 3.22 | 1.06 | 32.8% |
Firm responses | 336 | 2.81 | 1.64 | 39.9% |
Customer Loyalty | 336 | 3.18 | 1.08 | 33.8% |