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Table 3 Descriptive statistics: means and standard deviations—Study 1

From: A three-model comparison of the relationship between quality, satisfaction and loyalty: an empirical study of the Chinese healthcare system

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
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