Table 2 Attribute impact-range and asymmetry of services
From: Evaluating caregivers’ service quality perceptions: impact-range performance and asymmetry analyses
RI | PI | RICS | SGP | DGP | IA index | APS | Classification | Impact | ||
|---|---|---|---|---|---|---|---|---|---|---|
Tangibles | ||||||||||
1 | Barrier-free environment | 0.255 | -0.375 | 0.635 | 0.402 | 0.598 | -0.197 | 4.32 | Dissatisfier | High |
2 | Neat and tidy appearance | 0.251 | -0.129 | 0.381 | 0.659 | 0.341 | 0.318 | 4.56 | Satisfier | Low |
3 | Fire and Safety compliance | 0.205 | 0.375 | 0.580 | 0.353 | 0.647 | -0.293 | 4.52 | Dissatisfier | High |
4 | Comfortable environment | 0.144 | -0.302 | 0.444 | 0.324 | 0.676 | -0.351 | 4.63 | Dissatisfier | Low |
Reliability | ||||||||||
5 | Appropriate services | 0.187 | -0.677 | 0.867 | 0.216 | 0.784 | -0.569 | 4.59 | Frustrator | High |
6 | Concern services | 0.213 | 0.494 | 0.707 | 0.301 | 0.699 | -0.397 | 4.57 | Dissatisfier | Median |
7 | Service attitude | 0.089 | -0.324 | 0.409 | 0.218 | 0.782 | -0.565 | 4.68 | Frustrator | Low |
8 | Professional care | 0.057 | 0.336 | 0.393 | 0.145 | 0.855 | -0.710 | 4.63 | Frustrator | Low |
Responsiveness | ||||||||||
9 | Care-giving processes | 0.204 | 0.400 | 0.604 | 0.338 | 0.662 | -0.325 | 4.53 | Dissatisfier | High |
10 | Timely service | 0.191 | 0.483 | 0.674 | 0.283 | 0.717 | -0.433 | 4.6 | Frustrator | High |
11 | Consultation services | 0.239 | 0.161 | 0.400 | 0.598 | 0.403 | 0.195 | 4.51 | Satisfier | Median |
12 | Care skills | 0.207 | 0.066 | 0.273 | 0.758 | 0.242 | 0.516 | 4.56 | Delighter | Low |
Assurance | ||||||||||
13 | Reliable services | 0.149 | -0.304 | 0.449 | 0.332 | 0.668 | -0.336 | 4.66 | Dissatisfier | High |
14 | Sense of security | 0.182 | 0.000 | 0.182 | 1.000 | 0.000 | 1.000 | 4.73 | Delighter | Low |
15 | Good manners | 0.191 | -0.036 | 0.231 | 0.827 | 0.173 | 0.654 | 4.69 | Delighter | Low |
16 | Professional knowledge | 0.174 | 0.314 | 0.488 | 0.357 | 0.643 | -0.287 | 4.66 | Dissatisfier | High |
Empathy | ||||||||||
17 | Special needs care | 0.093 | 0.104 | 0.197 | 0.472 | 0.528 | -0.056 | 4.46 | Hybrid | Low |
18 | Patient-centered care | 0.196 | -0.042 | 0.236 | 0.831 | 0.169 | 0.661 | 4.49 | Delighter | Low |
19 | Patient privacy | 0.127 | -0.315 | 0.447 | 0.284 | 0.716 | -0.432 | 4.51 | Frustrator | Median |
20 | Demand coordination | 0.154 | -0.806 | 0.964 | 0.160 | 0.840 | -0.680 | 4.52 | Frustrator | High |