QUALITY OF SERVICE Questionnaire

Based on your experiences as a patient in a hospita or c inic! p ease thin" a#out the "ind o$ hospita or c inic that %ou d de i&er exce ent 'ua ity o$ ser&ice( Thin" a#out the "ind o$ hospita or c inic in %hich you %ou d i"e to recei&e treat)ent( * ease sho% the extent to %hich you thin" such a hospita or c inic %ou d possess the $eature descri#ed #y each state)ent( I$ you $ee a $eature is not at all essential $or exce ent hospita s+c inics such as the one you ha&e in )ind! circ e the nu)#er ,( I$ you $ee a $eature is absolutely essential $or exce ent hospita s+c inics! circ e -( I$ your $ee in.s are ess stron.! circ e one o$ the nu)#ers in the )idd e( There are no ri.ht or %ron. ans%ers / a %e are interested in is the nu)#er that tru y re$ ects your $ee in.s re.ardin. hospita s+c inics that %ou d de i&er exce ent 'ua ity o$ ser&ice(

Stron. y 0isa.ree ,( Exce ent hospita s+c inics %i ha&e )odern oo"in. e'uip)ent( , , , 1 1 1 2 2 2 3 3 3 4 4 4

Stron. y A.ree 5 5 5 -

1( The physica $aci ities at exce ent hospita s %i #e &isua y appea in. 2( *ersonne at exce ent hospita s+ c inics %i #e neat in appearance 3( 6ateria s associated %ith the ser&ice 7such as pa)ph ets or state)ents8 %i #e &isua y appea in. in an exce ent hospita +c inic 4( 9hen exce ent hospita s+c inics pro)ise to do so)ethin. #y a certain ti)e they %i do so( 5( 9hen a patient has a pro# e)! exce ent hospita s+c inics %i sho% a sincere interest in so &in. it( -( Exce ent hospita s+c inics %i .et thin.s ri.ht the $irst ti)e( :( Exce ent hospita s+c inics %i pro&ide their ser&ices at the ti)e they pro)ise to do so( ;( Exce ent hospita s+c inics %i insist on error/$ree records(

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1 1

2 2

3 3

4 4

5 5

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1 1

2 2

3 3

4 4

5 5

Stron. y 0isa.ree ,<( *ersonne in exce ent hospita s+ c inics %i te patients exact y %hen ser&ices %i #e per$or)ed( ,,( *ersonne in exce ent hospita s+c inics %i .i&e pro)pt ser&ice to patients( ,1( *ersonne in exce ent hospita s+c inics %i a %ays #e %i in. to he p patients( ,2( *ersonne in exce ent hospita s+c inics %i ne&er #e too #usy to respond to patients= re'uests( ,3( The #eha&iour o$ personne in exce ent hospita s+c inics %i insti con$idence in patients( ,4( *atients o$ exce ent hospita s+c inics %i $ee sa$e in their dea in.s %ith the hospita +c inic( ,5( *ersonne in exce ent hospita s+c inics %i #e consistent y courteous %ith patients( ,-( *ersonne in exce ent hospita s+c inics %i ha&e the "no% ed.e to ans%er patients= 'uestions( ,:( Exce ent hospita s+c inics %i .i&e patients indi&idua attention( ,;( Exce ent hospita s+c inics %i ha&e operatin. hours con&enient to a their patients( 1<( Exce ent hospita s+c inics %i ha&e sta$$ %ho .i&e patients persona attention( 1,( Exce ent hospita s+c inics %i ha&e the patients= #est interests at heart( 11( The personne o$ exce ent hospita s+ c inics %i understand the speci$ic needs o$ their patients(

Stron. y A.ree

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1 1 1

2 2 2

3 3 3

4 4 4

5 5 5

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1 1

2 2

3 3

4 4

5 5

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1 1 1

2 2 2

3 3 3

4 4 4

5 5 5

Listed #e o% are $i&e $eatures pertainin. to hospita s+c inics and the ser&ice they o$$er( 9e %ou d i"e to "no% ho% i)portant each o$ these $eatures is to you %hen you e&a uate the ser&ice o$$ered #y a hospita or c inic( * ease a ocate a tota o$ ,<< points a)on. the $i&e $eatures according to how important each feature is to you / the )ore i)portant a $eature is to you! the )ore points you shou d a ocate to it( * ease ensure that the points you a ocate to the $i&e $eatures add up to ,<<(
,( The appearance o$ the hospita +c inic>s physica $aci ities! e'uip)ent! personne and co))unication )ateria s( The hospita s+c inic=s a#i ity to per$or) the pro)ised ser&ice dependa# y and accurate y( The hospita +c inic=s %i in.ness to he p patients and pro&ide a pro)pt ser&ice( The "no% ed.e and courtesy o$ the hospita +c inic personne and their a#i ity to con&ey trust and con$idence( The carin.! indi&idua ised attention the hospita +c inic pro&ides its patients(

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2(

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3(

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4(

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TOTAL points a ocated ,<< points ????????????????????????????????????????????????????????????????????????????

9hich one $eature o$ the a#o&e $i&e is )ost i)portant to you @ 7* ease enter the $eature=s nu)#er8 9hich $eature is second )ost i)portant to you @ 9hich $eature is east i)portant to you @

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The $o o%in. set o$ state)ents re ate to your $ee in.s a#out the hospita +c inic you ha&e attended( For each state)ent! p ease sho% the extent to %hich you #e ie&e the hospita +c inic has the $eature descri#ed #y the state)ent( Once a.ain! circ in. a ,( )eans that you stron. y disa.ree that the hospita +c inic you ha&e attended has this $eature and circ in. a -( )eans that you stron. y a.ree( You )ay circ e any o$ the nu)#ers in the )idd e that sho% ho% stron. your $ee in.s are( There are no ri.ht or %ron. ans%ers / a %e are interested in is a nu)#er that #est sho%s your perceptions a#out the hospita +c inic %hich has treated you(

Stron. y 0isa.ree ,( The hospita +c inic has )odern/ oo"in. e'uip)ent( 1( The physica $aci ities in the hospita + c inic are &isua y appea in.( 2( *ersonne in the hospita +c inic are neat in appearance( 3( 6ateria s associated %ith the ser&ice 7such as pa)ph ets or state)ents8 are &isua y appea in.( 4( 9hen the hospita +c inic pro)ises to do so)ethin. #y a certain ti)e it does so( 5( 9hen you ha&e a pro# e)! the hospita s+c inic sho%s a sincere interest in so &in. it( -( The hospita +c inic .ets thin.s ri.ht the $irst ti)e( :( The hospita +c inic pro&ides its ser&ices at the ti)e it pro)ises to do so( ;( The hospita +c inic insists on error/$ree records( , , , 1 1 1 2 2 2 3 3 3 4 4 4

Stron. y A.ree 5 5 5 -

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1 1

2 2

3 3

4 4

5 5

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1 1

2 2

3 3

4 4

5 5

Stron. y 0isa.ree ,<( The personne in the hospita +c inic te you exact y %hen ser&ices %i #e per$or)ed( ,,( *ersonne in the hospita +c inic .i&e you pro)pt ser&ice( ,1( *ersonne in the hospita +c inic are a %ays %i in. to he p you( ,2( *ersonne in the hospita +c inic are ne&er #e too #usy to respond to your re'uests( ,3( The #eha&iour o$ personne in the hospita +c inic insti s con$idence in you ,4( You $ee sa$e in your dea in.s %ith the hospita +c inic( ,5( *ersonne in the hospita +c inic are consistent y courteous %ith you( ,-( *ersonne in the hospita +c inic ha&e the "no% ed.e to ans%er your 'uestions( ,:( The hospita +c inic .i&es you indi&idua attention( ,;( The hospita +c inic has operatin. hours con&enient to a its patients( 1<( The hospita +c inic has personne %ho .i&e you persona attention( 1,( The hospita +c inic has your #est interests at heart( 11( The personne o$ the hospita +c inic understand your speci$ic needs

Stron. y A.ree

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1 1 1

2 2 2

3 3 3

4 4 4

5 5 5

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1 1 1 1

2 2 2 2

3 3 3 3

4 4 4 4

5 5 5 5

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1 1 1 1 1 1

2 2 2 2 2 2

3 3 3 3 3 3

4 4 4 4 4 4

5 5 5 5 5 5

Than" you $or the ti)e you ha&e spent in co)p etin. this 'uestionnaire( The resu ts %i he p us to pro&ide you %ith the #est possi# e ser&ice in the $uture(

Appendix A SERVQUAL procedures

0i)ensions Statements Statements Statements Statements Statements *rocedures ,( Compute the gap for each statement pair for each consumer. SERVQUAL score = Perceptions Score E!pectations Score 1( Compute the "imensions scores for each respon"ent by averaging the gap score over the relevant number of statements #either 3 or 4 statements$ %erive SERVQUAL respon"ents scores in the follo&ing &ay' Unweighted scores Sum "imensions an" "ivi"e by ( Weighted scores Tangibles B #Tangibles )eight*+,, $ Reliability B # Reliability )eight*+,,$ Responsiveness B #Responsiveness )eight*+,,$ C Assurance B Empathy B 3( #Assurance )eight*+,,$ #Empathy )eight*+,,$ C C C ,/3 4/; ,</,2 ,3/,,:/11 Tangibles Reliability Responsiveness Assurance Empathy

2(

%erive total SERVQUAL scores by totalling the scores an" "ivi"ing by D of respon"ents