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 | Â | 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 | Â | 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 | Â | 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 | Â | 4.02 | 4.91 | -0.89 |