Variables' measures
| A- perceived service quality |
| (1) Tangibility |
| 1. The hospital physical facilities were visually attractive and comfortable (e.g. waiting rooms, television, chairs) |
| 2. I could easily access information regarding the hospital. (Through web site, by telephone,..) |
| 3. I could easily find a parking space |
| 4. The professional appearance of the doctors, nurses and the other hospital staff |
| 5. Periodic cleaning and disinfection of inpatient rooms, waiting areas and clinics |
| 6. The smell in the hospital is pleasant |
| (2) Professionalism of hospital staff |
| 7. The doctors are knowledgeable and skilled |
| 8. Nurses are knowledgeable and skilled |
| (3) Interaction |
| 9. Doctors effectively communicate with my family |
| 10. The doctors are always listening to what I have to say |
| 11. The staff is always listening to what I have to say |
| (4) Accessibility |
| 12. The hospital is accessible to me by phone |
| 13. It is easy to schedule an appointment |
| 14. I was able to get an appointment at a time convenient to me |
| (5) Efficiency |
| 15. The medical care I received was coordinated and comprehensive, including referrals |
| 16. The caregiver was consistent |
| 17. The medical care internal and external to the hospital collaborated well |
| 18. Billing information was accurate |
| (6) Technical quality |
| 19. I left the hospital feeling encouraged about my treatment |
| 20. The quality of the care I received at the hospital was excellent |
| (7) Reliability |
| 21. The hospital medical staff performed the correct medical care in the first time |
| 22. The hospital staff maintained accurate and organized records and documentation of the patient’s medical history |
| 23. Prescription of efficient and reliable medicines |
| 24. Prescription of affordable medicines |
| 25. The fees and charges were consistent |
| (8) Responsiveness |
| 26. The hospital provided the medical services at the time promised |
| 27. The staff was willing to help patients |
| 28. Accessibility at odd hours in case of emergencies |
| (9) Assurance |
| 29. The physicians were courteous and friendly |
| 30. The hospital staff were courteous and friendly |
| 31. The physicians made me feel safe and relaxed in their transaction |
| 32. I trust my doctor’s judgment about my medical care |
| 33. I sometimes worry that my doctor may not keep the information we discuss totally private |
| 34. I trust my doctor to tell me if a mistake was made about treatment |
| (10) Communication |
| 35. The doctors and staff explained to me possible side effects or adverse reactions |
| 36. My family is kept informed about my medical status |
| (11) Baksheesh/Tips |
| 37. Services were not provided properly without tips |
| 38. Hospital staff expected tips (Baksheesh) |
| B-Price |
| 39. The price of the medical service I received was reasonable |
| 40. The hospital offered the medical service at an appropriate cost |
| 41. The medical service I received was good for the price |
| 42. It was worth taking this healthcare service rather than the others |
| C- Waiting time |
| 43. Actual waiting time from the time I entered to the hospital till the time that the nurse brought me to the clinic or treatment room was longer than expected |
| 44. Actual waiting time till the time that I made the other needed procedures (to be referred to another doctor, analysis, X-rays, …) was longer than expected |
| 45. Total time spent in the hospital from the time that I entered the waiting area till the time that I left the hospital after treatment was longer than expected |
| 46. The waiting lists are reasonable |
| 47. The time I have to wait in the waiting room is all right |
| D- Trust in the hospital |
| 48. I think my hospital is trustworthy |
| 49. In critical situations, I can rely on my hospital |
| 50. The employees of my hospital are strongly encouraged to solve my problems |
| 51. Overall, I fully trust this hospital |
| E- Patient satisfaction |
| 52. My feelings toward the hospital are positive |
| 53. I feel good about coming to this hospital for my treatment |
| 54. Overall, I am satisfied with the hospital and the service it provides |
| 55. I feel satisfied that the results of my treatment are the best that can be achieved |
| F- Patient loyalty |
| 56. I will say positive things about this hospital |
| 57. I will recommend this hospital to someone who seeks my advice |
| 58. I will encourage friends and relatives to visit this hospital |
| 59. I will consider this hospital my first choice when I need medical care |
| A- perceived service quality |
| 1. The hospital physical facilities were visually attractive and comfortable (e.g. waiting rooms, television, chairs) |
| 2. I could easily access information regarding the hospital. (Through web site, by telephone,..) |
| 3. I could easily find a parking space |
| 4. The professional appearance of the doctors, nurses and the other hospital staff |
| 5. Periodic cleaning and disinfection of inpatient rooms, waiting areas and clinics |
| 6. The smell in the hospital is pleasant |
| 7. The doctors are knowledgeable and skilled |
| 8. Nurses are knowledgeable and skilled |
| 9. Doctors effectively communicate with my family |
| 10. The doctors are always listening to what I have to say |
| 11. The staff is always listening to what I have to say |
| 12. The hospital is accessible to me by phone |
| 13. It is easy to schedule an appointment |
| 14. I was able to get an appointment at a time convenient to me |
| 15. The medical care I received was coordinated and comprehensive, including referrals |
| 16. The caregiver was consistent |
| 17. The medical care internal and external to the hospital collaborated well |
| 18. Billing information was accurate |
| 19. I left the hospital feeling encouraged about my treatment |
| 20. The quality of the care I received at the hospital was excellent |
| 21. The hospital medical staff performed the correct medical care in the first time |
| 22. The hospital staff maintained accurate and organized records and documentation of the patient’s medical history |
| 23. Prescription of efficient and reliable medicines |
| 24. Prescription of affordable medicines |
| 25. The fees and charges were consistent |
| 26. The hospital provided the medical services at the time promised |
| 27. The staff was willing to help patients |
| 28. Accessibility at odd hours in case of emergencies |
| 29. The physicians were courteous and friendly |
| 30. The hospital staff were courteous and friendly |
| 31. The physicians made me feel safe and relaxed in their transaction |
| 32. I trust my doctor’s judgment about my medical care |
| 33. I sometimes worry that my doctor may not keep the information we discuss totally private |
| 34. I trust my doctor to tell me if a mistake was made about treatment |
| 35. The doctors and staff explained to me possible side effects or adverse reactions |
| 36. My family is kept informed about my medical status |
| 37. Services were not provided properly without tips |
| 38. Hospital staff expected tips (Baksheesh) |
| 39. The price of the medical service I received was reasonable |
| 40. The hospital offered the medical service at an appropriate cost |
| 41. The medical service I received was good for the price |
| 42. It was worth taking this healthcare service rather than the others |
| 43. Actual waiting time from the time I entered to the hospital till the time that the nurse brought me to the clinic or treatment room was longer than expected |
| 44. Actual waiting time till the time that I made the other needed procedures (to be referred to another doctor, analysis, X-rays, …) was longer than expected |
| 45. Total time spent in the hospital from the time that I entered the waiting area till the time that I left the hospital after treatment was longer than expected |
| 46. The waiting lists are reasonable |
| 47. The time I have to wait in the waiting room is all right |
| 48. I think my hospital is trustworthy |
| 49. In critical situations, I can rely on my hospital |
| 50. The employees of my hospital are strongly encouraged to solve my problems |
| 51. Overall, I fully trust this hospital |
| 52. My feelings toward the hospital are positive |
| 53. I feel good about coming to this hospital for my treatment |
| 54. Overall, I am satisfied with the hospital and the service it provides |
| 55. I feel satisfied that the results of my treatment are the best that can be achieved |
| 56. I will say positive things about this hospital |
| 57. I will recommend this hospital to someone who seeks my advice |
| 58. I will encourage friends and relatives to visit this hospital |
| 59. I will consider this hospital my first choice when I need medical care |
Source(s): Appendix by authors
Sharing content requires targeting cookies to be enabled. Please update your cookie preferences to use this feature.