Table 1.

Items of the SERVQUAL scale questionnaire used in this study^a

Expectation section	Perception section
Tangibles	Tangibles
E1. The ICU will have modern-looking equipment.	P1. The ICU has modern-looking equipment.
E2. The ICU ‘s physical facilities will be visually appealing.	P2. The ICU’s physical facilities are visually appealing.
E3. The ICU ‘s workers will be neat-appearing	P3. The ICU’s workers are neat-appearing
E4. Materials associated with the service will be visually appealing at the ICU.	P4. Materials associated with the service are visually appealing at the ICU.
Reliability	Reliability
E5. When the ICU promises to do something by a certain time, it will do so.	P5. When the ICU promises to do something by a certain time, it does so.
E6. When the patient or you have a problem, the ICU will show a sincere interest in solving it.	P6. When the patient or you have a problem, the ICU shows a sincere interest in solving it.
E7. The ICU will perform the service right the first time.	P7. The ICU performs the service right the first time.
E8. The ICU will provide its service at the time it promises to do so.	P8. The ICU provides its service at the time it promises to do so.
E9. The ICU will insist on error-free records.	P9. The ICU insists on error-free records.
Responsiveness	Responsiveness
E10. Workers at the ICU will tell you exactly when the care will be performed.	P10. Workers at the ICU tell you exactly when the care will be performed.
E11. Workers at the ICU will give the patient prompt care.	P11. Workers at the ICU give the patient prompt care.
E12. Workers at the ICU will always be willing to help you and the patient.	P12. Workers at the ICU are always willing to help you and the patient.
E13. Workers at the ICU will never be too busy to respond to the patient’s or your requests.	p13. Workers at the ICU are never too busy to respond to the patient’s or your requests.
Assurance	Assurance
E14. The behavior of the workers at the ICU will instill confidence in the patient and the family.	P14. The behavior of the workers at the ICU instills confidence in the patient and the family.
E15. You will feel safe for the patient’s care by the ICU.	P15. You feel safe for the patient’s care by the ICU.
E16. Workers at the ICU will be consistently courteous with the patient and the family.	P16. Workers at the ICU are consistently courteous with the patient and the family.
E17. Workers at the ICU will have the knowledge to answer your questions.	P17. Workers at the ICU have the knowledge to answer your questions.
Empathy	Empathy
E18. The ICU will give you and the patient individual attention.	P18. The ICU gives you and the patient individual attention.
E19. The ICU will have operating hours convenient to its patients and families.	P19. The ICU has operating hours convenient to its patients and families.
E20. The ICU will have workers who give the patient and the family personal attention.	P20. The ICU has workers who give the patient and the family personal attention.
E21. The ICU will have the best interest of the patient and the family at heart.	P21. The ICU has the best interest of the patient and the family at heart.
E22. Workers at the ICU will understand the special needs of the patient and the family.	P22. Workers at the ICU understand the special needs of the patient and the family.
Point-allocation questions
1. The appearance of the ICU’s facilities, equipment, the workers and the materials used.
2. The ability of this ICU to perform promised services dependably and accurately.
3. The willingness of the ICU to help patients and families and provide prompt service.
4. The knowledge and courtesy of the ICU’s workers and their ability to convey trust and confidence.
5. The caring, individualized attention the ICU provides the patients and families.

ICU Intensive care unit

^aActual questionnaire was provided in Chinese; this is a translation of the questionnaire form