Appendix 1.
The expert panel scoring to each of the five components in the present study and the assessment of their effect size
| Row | Item | Totally dissatisfied | Dissatisfied | Relatively satisfied | Satisfied | Totally satisfied | Mean ± SD |
|---|---|---|---|---|---|---|---|
| n(%) | |||||||
| 1 | New and modern hospital equipment | 3(0.7) | 16(4.3) | 80(21.4) | 207(55.7) | 67(17.9) | 3.86±0.78 |
| 2 | Attractiveness of physical facilities and tools in this hospital | 0(0.0) | 37(10.0) | 101(27.1) | 184(49.3) | 51(13.6) | 3.67±0.84 |
| 3 | Well-presented and tidy hospital personnel | 0(0.0) | 8(2.1) | 37(10.0) | 114(30.7) | 214(57.1) | 4.42±0.76 |
| 4 | Hospital cleanliness and hygiene | 3(0.7) | 8(2.1) | 40(10.7) | 125(33.6) | 197(52.9) | 4.36±0.81) |
| 5 | Proper and regular working hours of hospital | 3(0.7) | 5(1.4) | 55(15.7) | 105(28.6) | 205(53.6) | 4.33±0.84 |
| 6 | Patient's matters are recorded on a special card, booklet, or form | 8(2.1) | 5(1.4) | 40(10.7) | 115(30.7) | 205(55.0) | 4.35±0.89 |
| 7 | Patient services are provided as promised | 8(2.1) | 27(7.1) | 85(22.9) | 120(32.1) | 133(35.7) | 3.92±1.03 |
| 8 | Personnel attend to patient's problems with sincerity | 5(1.4) | 35(9.2) | 64(17.1) | 125(33.6) | 144(38.6) | 4.33±0.84 |
| 9 | Hospital provides correct services the first time | 5(1.4) | 16(4.3) | 50(13.6) | 147(39.3) | 155(41.4) | 4.35±0.89 |
| 10 | Hospital provides services as promised on time | 5(1.4) | 16(4.3) | 67(17.9) | 133(35.7) | 152(40.7) | 3.92(1.03) |
| 11 | Hospital informs patient about procedures to be carried out | 0(0.0) | 16(4.3) | 72(19.3) | 117(31.4) | 168(45.0) | 3.98±1.03 |
| 12 | Hospital personnel provide early services | 8(2.1) | 32(8.6) | 67(17.9) | 131(35.0) | 135(36.4) | 4.15±0.91 |
| 13 | Personnel are always welcome helping patients | 13(306) | 37(10.0) | 40(10.7) | 131(35.0) | 152(40.7) | 4.1±0.94 |
| 14 | Patients’ hygienic needs are performed without complaint | 5(1.4) | 53(14.3) | 50(13.6) | 136(36.4) | 129(34.3) | 4.17±0.89 |
| 15 | Personnel are not too busy to respond to patients’ requests | 0(0.0) | 43(11.4) | 58(15.7) | 165(44.3) | 107(28.6) | 3.95±1.04 |
| 16 | Personnel's conduct is reassuring for patients | 8(2.1) | 26(7.1) | 53(14.3) | 128(34.3) | 158(42.1) | 3.99±1.12 |
| 17 | Patient is sure to receive services he has paid for | 0(0.0) | 32(8.6) | 45(12.1) | 133(35.7) | 163(43.6) | 3.88±1.08 |
| 18 | Personnel are always courteous toward patients | 3(0.7) | 26(7.1) | 29(7.9) | 133(35.7) | 182(48.6) | 3.90±0.95 |
| 19 | Personnel are knowledgeable enough to respond to patients' questions | 5(1.4) | 26(7.1) | 35(9.3) | 168(45.0) | 139(37.1) | 4.07±1.02 |
| 20 | Hospital pays special attention to patients | 19(5.0) | 29(7.9) | 75(20.0) | 138(37.1) | 112(30.0) | 4.14±0.94 |
| 21 | Hospital personnel pay special attention to patients | 13(3.6) | 56(15.0) | 80(21.4) | 131(35.0) | 93(25.0) | 4.24±0.93 |
| 22 | Personnel are wholeheartedly interested in patients | 13(3.6) | 27(7.1) | 109(29.3) | 133(35.7) | 91(24.3) | 4.09±0.94 |
| 23 | Doctors visit patients personally every day and control his state of health | 11(2.9) | 44(11.8) | 59(15.8) | 103(27.6) | 156(41.9) | 3.8±1.11 |
| 24 | Hospital personnel predict and meet patients' specific needs | 3(0.7) | 45(12.1) | 22.9(85) | 133(35.7) | 107(28.6) | 3.63±1.12 |