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Table 3 Varimax Rotation of Two Factor Solution for SERVQUAL Items

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

Items Component 1 Compenent 2
Expectation Perception
score score
1. OPD staffs were compassionate to me .83 .86
2. OPD staffs are polite, comforting and encouraging to me when faced with medical problems. .78 .80
3. OPD staffs listened to me adequately .74 .86
4. OPD staff has provided me with drugs of all diseases .65 .73
5. Clinicians at this OPD have prescribed good drugs .60 .67
6. OPD reception has sufficient seats and toilets .57 .44
% of variance explained 27.7% 25.3%
Cronbach’s alpha coefficients .78 .83