Table 2.

Attribute impact-range and asymmetry of services

		RI	PI	RICS	SGP	DGP	IA index	APS	Classification	Impact
Tangibles
1	Barrier-free environment	0.255	-0.375	0.635	0.402	0.598	-0.197	4.32	Dissatisfier	High
2	Neat and tidy appearance	0.251	-0.129	0.381	0.659	0.341	0.318	4.56	Satisfier	Low
3	Fire and Safety compliance	0.205	0.375	0.580	0.353	0.647	-0.293	4.52	Dissatisfier	High
4	Comfortable environment	0.144	-0.302	0.444	0.324	0.676	-0.351	4.63	Dissatisfier	Low
Reliability
5	Appropriate services	0.187	-0.677	0.867	0.216	0.784	-0.569	4.59	Frustrator	High
6	Concern services	0.213	0.494	0.707	0.301	0.699	-0.397	4.57	Dissatisfier	Median
7	Service attitude	0.089	-0.324	0.409	0.218	0.782	-0.565	4.68	Frustrator	Low
8	Professional care	0.057	0.336	0.393	0.145	0.855	-0.710	4.63	Frustrator	Low
Responsiveness
9	Care-giving processes	0.204	0.400	0.604	0.338	0.662	-0.325	4.53	Dissatisfier	High
10	Timely service	0.191	0.483	0.674	0.283	0.717	-0.433	4.6	Frustrator	High
11	Consultation services	0.239	0.161	0.400	0.598	0.403	0.195	4.51	Satisfier	Median
12	Care skills	0.207	0.066	0.273	0.758	0.242	0.516	4.56	Delighter	Low
Assurance
13	Reliable services	0.149	-0.304	0.449	0.332	0.668	-0.336	4.66	Dissatisfier	High
14	Sense of security	0.182	0.000	0.182	1.000	0.000	1.000	4.73	Delighter	Low
15	Good manners	0.191	-0.036	0.231	0.827	0.173	0.654	4.69	Delighter	Low
16	Professional knowledge	0.174	0.314	0.488	0.357	0.643	-0.287	4.66	Dissatisfier	High
Empathy
17	Special needs care	0.093	0.104	0.197	0.472	0.528	-0.056	4.46	Hybrid	Low
18	Patient-centered care	0.196	-0.042	0.236	0.831	0.169	0.661	4.49	Delighter	Low
19	Patient privacy	0.127	-0.315	0.447	0.284	0.716	-0.432	4.51	Frustrator	Median
20	Demand coordination	0.154	-0.806	0.964	0.160	0.840	-0.680	4.52	Frustrator	High

RI Reward index, PI Penalty index, RICS Range of impact on customer satisfaction (|PI|+ RI), SGP Satisfaction-generating potential (RI/RICSi), DGP Dissatisfaction generating potential (|PI|/RICSi), IA Impact-asymmetry (SGPi-DGPi), APS Attribute performance score