|
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
|
