Table 6.

Definition of “customer's voice”

Items	GAP	Ranking	Dimension	Item description
Item 15	− 0.45	1	Security	Training for accident situations (rapid evacuation, fire, explosion, etc.)
Item 14	− 0.44	2	Security	Contingency plan for disaster situations (rapid evacuation, fire, explosion, etc.)
Item 16	− 0.42	3	Security	The physical structure is adequate for the safety measures in place (Correct signaling, operation of generators, presence of anti-panic door, operation of fire-fighting equipment)
Item 10	− 0.29	4	Reliability	Surgical planning and schedule
Item 1	− 0.26	5	Tangibility	General physical structure (hydraulic, electrical, facilities, furniture, etc.)
Item 11	− 0.26	6	Responsiveness	Operating rooms demand-response capacity
Item 21	− 0.26	7	Empathy	Employees fully understand the need to assist other team members
Item 4	− 0.23	8	Tangibility	Technical team (engineering, administration, maintenance, and hygiene)