Table 5 The most frequent SERVQUAL dimensions, process factors, sub-themes among patients (N = 101)^a

Responsiveness (n = 33)

(The willingness to help customers and provide prompt service)

Address logistical needs (n = 17)

Convenience (saving time, travel and cost)

Address medical needs (n = 14)

Address communicative needs (e.g., understanding care plan, or disease, change medication regiments.)

Tangible

(n = 25)

(The equipment and personnel)

Technical issue

(n = 19)

Connectivity;

Usability;

Availability;

Family support.

Home environment (n = 6)

Comfort

Assurance

(n = 23)

(The knowledge and courtesy of employees and their ability to inspire trust and confidence)

Communication

(n = 12)

Situational effectiveness

Diagnosis (n = 5)

Delay and uncertain

Reliability

(n = 15)

(the ability to perform the promised service dependably and accurately)

Tests, prescriptions, Treatments

(n = 8)

Delay

Empathy

(n = 5)

(The provision of individual care and attention to customers)

Personal attention (n = 3)

Present

Embarrassing