Reliability (R) |
R1 |
Patients receive good diagnosis. |
Narang (2011)Narang, R. (2011). Determining quality of public health care services in rural India. Clinical Governance: An International Journal, 16(1), 35-49.
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R2 |
The hospital’s drugs are good. |
R3 |
The hospital provides a good clinical examination. |
R4 |
The hospital staff is dependable. |
R5 |
The hospital is organized. |
R6 |
The hospital has accurate payment arrangements. |
Assurance (A) |
A1 |
The hospital has adequate availability of doctors. |
A2 |
The hospital provides its services honestly. |
A3 |
The hospital assists in the cure and recovery of patients. |
A4 |
The hospital provides its services by the time it promises to do so. |
A5 |
The hospital has adequate availability of drugs. |
A6 |
The hospital has adequate availability of doctors for women. |
Tangibles (T) |
T1 |
The hospital has neat and clean premises. |
T2 |
The hospital has adequate medical equipment. |
T3 |
The hospital has adequate rooms. |
T4 |
The hospital staff has clean appearance. |
Empathy (E) |
E1 |
The hospital staff follows-up, monitors patients. |
E2 |
The hospital staff shows sympathy and support for the patients. |
E3 |
The hospital staff respects patients appropriately. |
Responsiveness (RS) |
RS1 |
The hospital has prompt care. |
RS2 |
The hospital staff is always willing to help patients if they have any kind of doubts. |
RS3 |
When requested for a drug, the hospital provides it. |
Patient Satisfaction (PS) |
PS1 |
I am satisfied. |
Moliner (2009)Moliner, M. A. (2009). Loyalty, perceived value and relationship quality in healthcare services. Journal of Service Management, 20(1), 76-97. http://dx.doi.org/10.1108/09564230910936869. http://dx.doi.org/10.1108/09564230910936...
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PS2 |
My expectations have been met. |
PS3 |
Compared to other hospitals, the level of satisfaction has been high. |
Perceived Crowding (CROWD) |
CROWD1 |
When the establishment is crowded, waiting time rises. |
Dion (2004) |
CROWD2 |
When the establishment is crowded, I am poorly attended by its employees. |
CROWD3 |
When the establishment is crowded, the circulation in it is difficult. |
CROWD4 |
When the establishment is crowded, I have to wait standing up to be served. |
CROWD5 |
When the establishment is crowded, I feel uncomfortable. |
CROWD6 |
When the establishment is crowded, I feel stuffy. |
CROWD7 |
When the establishment is crowded, I feel unhappy. |
CROWD8 |
When the establishment is crowded, I feel annoyed. |