Standardization Details of the Customer Service Aptitude Test
1.Reliability: Cronbach’s Alpha
The reliability of a test measures the extent to which the variation in scores is due to true differences between people, or the characteristic being measured, or random measurement error. Reliability is generally assessed on the basis of internal consistency. The most common measure of internal consistency is Cronbach’s Alpha.

Cronbach's Alpha (J. Reynaldo A. Santos, 1999) determines the internal consistency or average correlation of items in a survey instrument to gauge its reliability. Alpha coefficient ranges in value from 0 to 1. The higher the score, the more reliable the generated scale is.

Test Name	Cronbach’s Alpha	Range
Customer Service Aptitude Test	0.97	Within Acceptable Range

Topic Name	Cronbach’s Alpha	Range
Goal Orientation	0.77	Within Acceptable Range
Sociability	0.78	Within Acceptable Range
Self-confidence	In Process	N/A
Interpersonal Skills	0.78	Within Acceptable Range
Tact and Diplomacy	In Process	N/A
Cooperativeness	0.77	Within Acceptable Range
Patience	0.79	Within Acceptable Range
Grievance Handling Skills	0.76	Within Acceptable Range

2.Validity:
Validity is the ability of a scale score to reflect what that scale is intended to measure. Kline’s (1993) definition is: 'A test is said to be valid if it measures what it claims to measure'.

Content Validity:
A test has content validity if it measures knowledge of the content domain of which it was designed to measure knowledge. Content Validity measures whether the test actually assesses the constructs it is designed for. It is a qualitative measure of validity. The Customer Service Aptitude Test has been assessed by our Subject Matter Experts, who have approved all the items in the test