Patient-perceived service quality items | Statistics | |
---|---|---|
Mean and standard deviation | M | SD |
1 Prompt service to patients | 0.82 | 0.99 |
2 Employees are consistently courteous | 0.61 | 0.86 |
3 Employees deal with patients in a caring fashion | 0.64 | 0.84 |
4 Providing services at the promised time | 0.65 | 0.88 |
5 Employees understand the needs of patients | 0.79 | 0.99 |
6 Visually appealing materials associated with the service | 0.64 | 0.96 |
7 Having the patient’s best interest at heart | 0.93 | 1.00 |
8 Willing to help patients | 0.69 | 0.98 |
9 Maintaining error-free records | 0.55 | 0.76 |
10 Keeping patients informed about when service will be performed | 0.53 | 0.78 |
11 Providing service as promised | 0.74 | 0.92 |
12 Employees instill confidence in patients | 0.71 | 1.03 |
13 Employees have the knowledge to answer patient questions | 0.75 | 0.99 |
14 Dependability in handing patients’ requests | 0.66 | 0.89 |
15 Readiness to respond to patients’ requests | 0.77 | 1.06 |
16 Performing services right the first time | 0.70 | 0.96 |
17 Visually appealing living rooms & environments | 0.95 | 1.08 |
18 Giving patients individual attention | 0.91 | 1.07 |
19 Employees have a neat, professional appearance | 0.43 | 0.74 |
20 Convenient business hours | 0.77 | 0.98 |
21 Modern living room facilities & equipment | 0.89 | 1.00 |
22 Making patients feel safe in their transactions | 0.68 | 0.91 |
Patient satisfaction items | ||
How would you rate the overall quality of service provided by your hospital? (overall quality) | 7.36 | 1.30 |
Thinking about this hospital overall, please rate the value you feel you get for your money (value) | 7.10 | 1.38 |
Overall, how satisfied are you with this hospital? (overall satisfaction) | 7.43 | 1.39 |
Loyalty intention item | ||
Recommend hospital to someone who seeks your advice | 5.80 | 1.35 |