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Table 1 Definition of SERVQUAL variables from [9]

From: Survey of patient satisfaction with the Breastfeeding Education and Support Services of The Royal Women's Hospital, Melbourne

Variable Definition
Tangibles Appearance of physical facilities
Reliability Ability to perform the promised service dependably and accurately
Responsiveness Willingness to help customers and provide prompt service
Assurance Knowledge and courtesy of employees and their ability to convey trust and confidence
Empathy The firm provides care and individualized attention to its customers