You are viewing the site in preview mode

Skip to main content

Advertisement

Table 2 Mean score of perception, expectation and quality gap of services provided by Shahid Mohammadi Hospital

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

  Perception Expectation Quality gap Z P value
Tangibility 3.42 ± 0.83 4.73 ± 0.40 -1.30 ± 0.96 -7.73 <0.001
Reliability 3.49 ± 0.72 4.72 ± 0.43 -1.22 ± 0.87 -7.72 <0.001
Responsiveness 3.34 ± 0.81 4.76 ± 0.38 -1.42 ± 0.91 -7.81 <0.001
Assurance 3.56 ± 0.86 4.76 ± 0.47 -1.20 ± 0.96 -7.78 <0.001
Empathy 3.39 ± 0.8 4.69 ± 0.47 -1.31 ± 0.96 -7.78 <0.001
Total quality 3.44 ± 0.69 4.73 ± 0.34 -1.29 ± 0.81 -8.06 <0.001