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

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