Table 4.

The forward stepwise binary logistic regression model.

Variable	β (SE)	P value	AORa (95% CI)
Consent from SDMb	1.89 (0.772)	.01c	6.59 (1.45-29.93)
Responsivenessd	−3.37 (0.867)	<.001e	0.03 (0.006-0.19)
Empathyf	−2.15 (0.986)	.03c	0.12 (0.02-0.80)

^aAOR: adjusted odds ratio.

^bSDM: substitute decision maker. Consent from SDM indicates that the survey was answered with the help of an SDM.

^cP<.05.

^dResponsiveness is a service performance model dimension regarding the willingness to help customers and provide a prompt service.

^eP<.001.

^fEmpathy is a service performance model dimension regarding providing individual care and attention to customers.