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Table 2 Mean score and ranking of 5 service dimensions to assess quality of care (n = 422)

From: Patients’ level of satisfaction on quality of health care at Mwananyamala hospital in Dar es Salaam, Tanzania

SN SERVQUAL statements Mean perception score (SE) Mean score expectation (SE) Mean gap score (SE) P-value
I Tangibles (structure)     
1 OPD has provided me with drugs of all diseases 2.64(.033) 3.07(.036) -0.43(.045) 0.0000
2 Doctors of this OPD has prescribed good drugs 2.72(.031) 3.13(.037) -0.41(.044) 0.0000
3 Drugs are obtained easily in this OPD 2.27(.037) 2.84(.037) -0.57(.049) 0.0000
4 OPD has good reception area that have sufficient seats and toilets 2.26(.035) 2.93(.034) -0.67(.047) 0.0000
5 OPD appears clean every day 2.53(.036) 3.03(.030) -0.50(.045) 0.0000
  Average Tangibles SERVQUAL scores 2.48(.151) 3.00(.143) -0.515 3
II Reliability (process)     
6 OPD staff keeps appointments given to me. 2.39(.033) 2.94(.034) -0.55(.043) 0.0000
7 OPD staff has good communication and information skills. 2.75(.030) 3.25(.033) -0.50(.040) 0.0000
8 OPD staff has fulfilled my expectations by giving me thorough physical examinations. 2.57(.034) 3.17(.031) -0.60(.043) 0.0000
9 OPD staff has given me proper medications as prescribed (essential drugs) 2.59(.035) 2.91(.032) -0.35(.047) 0.0000
  Average Reliability SERVQUAL scores 2.57(.110) 3.07(.100) -0.494 2
III Responsiveness (process)     
10 OPD staff retrieves my records promptly. 2.08(.034) 2.61(.037) -0.53(.043) 0.0000
11 OPD staff identifies very ill patients and assist them whenever there is need. 2.62(.031) 3.26(.029) -0.64(.039) 0.0000
12 OPD staff is respectful to me. 2.75(.032) 3.17(.028) -0.42(.041) 0.0000
13 OPD staff offer prompt services. 2.40(.034) 2.91(.032) -0.51 (.043) 0.0000
14 OPD staff is willing to help client whenever medical help was needed 2.36(.032) 2.82(.033) -0.46(.040) 0.0000
15 I used a short period of time to wait (<30 min) before getting services 2.40 (.036) 2.96(.030) -0.56(.041) 0.0000
16 OPD staff spend enough time (at least 10 min) while attending to my problems 2.45(.035) 2.96(.032 -0.51(.042) 0.0000
  Average Responsiveness SERVQUAL scores 2.23(.203) 2.95(.195) -0.722 5
IV Assurance (structure)     
17 Laboratory results of this OPD are timely availed 2.33(.036) 2.87(.034) -0.54(.045) 0.0000
18 OPD staff adhere to the confidentiality of my information 2.98(.034) 3.18(.030) -0.20(.041) 0.0000
19 OPD has adequate staffs to take care of its clients 2.23(.034) 2.92(.033) -0.69(.045) 0.0000
20 OPD staff has enough knowledge to answer my questions 2.63(.032) 3.10(.028) -0.47(.039) 0.0000
21 I can recommend this OPD services to other client 2.58(.033) 3.01(.030) -0.43(.039) 0.0000
  Average Assurance SERVQUAL scores 2.55(.143) 3.02(.132) -0.466 1
V Empathy (process)     
22 OPD staff paid attention to my individual medical concerns 2.36(.036) 2.96(.032) -0.60(.043) 0.0000
23 OPD staff has built good cooperation with me and are ready to offer me medical assistance 2.34(.032) 2.95(.031) -0.61(.041) 0.0000
24 OPD staff is polite, comforting and encouraging to me when faced with medical problems 2.56(.031) 3.11(.025) -0.55(.037) 0.0000
25 OPD staffs were compassionate to me 2.64(.034) 3.13(.025) -0.49(.038) 0.0000
26 OPD staff listened to me adequately 2.63(.033) 3.14(.024) -0.51(.036) 0.0000
  Average Empathy SERVQUAL scores 2.51(.140) 3.06(.120) -0.554 4