Table 1.

Adapting general service quality (SERVQUAL) dimensions to telehealth nursing service quality (TNSQ).

Serial number and dimension		General definition	TNSQ definition
1	Tangibles	The physical evidence of service	Physical facilities, equipment, and appearance
2	Reliability	The consistency of performance and dependability	The consistency of performance and dependability of telehealth nursing services
3	Responsiveness	The willingness and readiness of employees to provide service	The willingness and readiness of nurses to provide service
4	Assurance	The confidence communicated by the service provider	The confidence communicated by the telehealth nurse or provider
5	Empathy	The service provider’s efforts to understand the customer’s needs and then to individualize the service delivery	The nurse’s effort to understand the customer’s needs and then to individualize the service delivery