Domain	Description	Facebook Reviews Example
Tangible	General: The appearance of employees, equipment, and physical facilities of the hospital. Specific: The hospitals have up to date equipment. The physical facilities are visually new or outdated. The staff are well dressed, appear neat and good looking. The appearance of the physical facilities of the hospital are well maintained with the type of services provided.	“Cleanliness of the Hospital is good” “Car parking is difficult and limited” “Satisfied with the facilities. Large room, feels like a hotel.” “The hospital is well maintained, and their food is delicious.”
Reliability	General: Accurate, dependable, and consistent performance of the service. Specific: When the hospital promised to do something by a certain time, it does so. Hospital service is efficient and dependable. The hospital provides services at the time as promise to do so. The hospital keeps the records accurately or at online.	“My appointment scheduled at 9 a.m. but then it was postponed to 12.00 p.m. Unbelievable.” “System needs to be improved especially discharge process. It took hours to settle it.” “Efficient and top-quality hospital services” “Staff mistakenly collected medical record of other patient with similar name of mine”
Responsiveness	General: Willingness to provide prompt service to the patients. Specific: The hospital let patients know exactly when the services will be performed. The staff give prompt services to patients upon request. The staff are always willing to help their patients. The staff give medical attention promptly.	“My specialist took his time to explain me about my disease and how he will treat it” “They answered all my questions during the admission.” “Arrived at emergency department due to road traffic accident and the medical team immediately respond to it.” “I don’t feel any pain throughout the minor surgery on my arm, and it was done in a flash”
Assurance	General: the staff knowledge and courtesy, ability to inspire trust, confidence, and security; also reflects on confidentiality and privacy of patients. Specific: The staff are trustworthy. Patients feel safe in their transactions with the hospitals. The staff are polite, friendly. The staff have adequate support from the hospitals to do their jobs well.	“The surgery was successful. Mr A is a competent and trusted surgeon.” “I feel comfortable and safe in this hospital. Just like at home” “The staff at the front desk was rude.” “The doctors and staff nurses in this hospital are skillful and well-trained”
Empathy	General: Providing convenient services and giving attention or patience of the staff to the patients’ needs. Specific: The staff give patient personal attention and helpful. The staff are knowledgeable to understand patient’s specific needs. The hospital has patient best interests at heart. The hospital has operating hours convenient to all the patients. Cost of treatment is affordable for patients	“Nurses are very helpful.” “A staff came and offered to help my father climb stairs without we ask him. We appreciated his kindness.” “They are very concerned about patient’s condition and served it with their heart” “The price is affordable compared to private hospital.”