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Table 1 The state of perception and expectation of participants of the study

From: Service quality assessment of a referral hospital in Southern Iran with SERVQUAL technique: patients’ perspective

  Perception Expectation
Strong Moderate Weak Very important Relatively important
N % N % N % N % N %
Tangibility 29 32.6 51 57.3 9 10.1 86 96.6 3 3.4
Reliability 32 36 52 58.4 5 5.6 86 96.6 3 3.4
Responsiveness 34 38.2 48 53.9 7 7.9 87 97.8 2 2.2
Assurance 39 43.8 43 48.3 7 7.9 86 96.6 3 3.4
Empathy 26 29.2 56 62.9 7 7.9 84 94.4 5 5.6
Total quality 32 36 50 56.1 7 7.9 86 96.6 3 3.4