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Table 2 Dimensions of hospital service quality, mean scores for patients' expectations, perceptions, and quality gaps and Wilcoxon test results

From: Service quality of private hospitals: The Iranian Patients' perspective

Dimensions and items Factor loading Mean perception score Mean expectation score Mean quality gap scores
Reliability/Responsiveness   4.05 4.93 -0.88
1. Sincere interest of personnel in solving patients' problems 0.59 4.04 4.94 -0.89
2. Carrying out of the services right at the first time 0.56 4.08 4.92 -0.84
3. Providing services at appointed time 0.62 4.11 4.92 -0.81
4. Error-free and fast retrieval of documents 0.58 3.97 4.93 -0.96
5. Telling when services will be performed 0.71 4.02 4.90 -0.88
6. Prompt performance of medical and non-medical services 0.74 4.03 4.91 -0.87
7. Willingness of personnel to help patients 0.80 4.08 4.93 -0.84
8. Aattending of personnel whenever called 0.80 4.09 4.94 -0.84
9. Instilling confidence in patients 0.76 4.04 4.95 -0.91
10. Feeling safety and security in interaction with personnel 0.74 4.04 4.95 -0.91
Empathy   3.89 4.87 -0.98
11. Polite and friendly dealing of personnel with patients 0.47 4.39 4.96 -0.57
12. Knowledgeable personnel to answer patients' questions 0.59 3.95 4.90 -0.94
13. Individual attention to patients 0.64 3.34 4.87 -1.52
14. Availability of 24-hour services 0.67 3.97 4.94 -0.96
15. Attention to the patient's beliefs and emotions 0.84 3.90 4.86 -0.96
16. Having patients' best interest at heart 0.85 3.83 4.78 -0.94
17. Understanding specific needs of patients 0.82 3.86 4.82 -0.96
Tangibles   4.18 4.95 -0.76
18. Neat and well-dressed personnel 0.75 4.36 4.96 -0.59
19. Clean and comfortable environment of the hospital 0.81 4.29 4.97 -0.67
20. Modern and up-to-date equipment 0.69 3.96 4.95 -0.99
21. Visually appeal of physical facilities 0.70 4.12 4.94 -0.81
Overall Quality   4.02 4.91 -0.89