Table 2.

The SERVQUAL attributes applied in this study.

Dimension	NO	Code	Service Attributes
Tangible	1	T1	Medical instruments and physical facilities are visually appealing.
	2	T2	Employees’ uniforms are clean, nice, and neat.
	3	T3	Clean, adequate supplies, and well-maintained rooms
	4	T4	Good lighting in every room
	5	T5	Suitable temperature in the rooms of the elderly
	6	T6	Meals served are clean and hygienic.
	7	T7	Meals served are delicious.
	8	T8	The atmosphere of every room is cozy.
	9	T9	The scent in every room is refreshing.
Reliability	10	RL1	Appropriate employee responses
	11	RL2	Medical treatments are well explained.
	12	RL3	Available and adequate family visiting times
	13	RL4	All elderly activities are well scheduled.
	14	RL5	The employees solve the elderly’s problems sincerely.
	15	RL6	All equipment (AC, TV, radio, lights, etc.,) works properly.
Responsiveness	16	R1	Employees give clear, understandable information
	17	R2	Appropriate and prompt services
	18	R3	Quick medical treatment response when the elderly need it
Assurance	19	A1	Feel safe and feel at home
	20	A2	Employee behavior instills confidence in the elderly.
Empathy	21	E1	Employees are helpful, careful, and friendly.
	22	E2	Nurses understand the elderly’s needs.
	23	E3	No discrimination against the elderly