Table 6.
Number and percentage of positive and negative reviews on SERVQUAL’s five dimensions detailed questions
| Dimension | Items | PN | PN % | NN | NN% | TN | TN% |
|---|---|---|---|---|---|---|---|
| Tangibles (PN = 25/NN = 26/TN = 51) | A1 Whether the public facilities of the hospital are complete | 11 | 44.00% | 8 | 30.77% | 19 | 37.25% |
| A2 Whether the barrier-free facilities of the hospital are complete | 1 | 4.00% | 1 | 3.85% | 2 | 3.92% | |
| A3 Whether the hospital environment is clean, hygienic, and beautiful | 4 | 16.00% | 5 | 19.23% | 9 | 17.65% | |
| A4 Whether the hospital’s medical facilities are complete | 16 | 64.00% | 11 | 42.31% | 27 | 52.94% | |
| A5 Whether the clothing and appearance of medical staff are appropriate | 0 | 0.00% | 2 | 7.69% | 2 | 3.92% | |
| A6 Whether the other tangible services of the hospital are perfect | 1 | 4.00% | 6 | 23.08% | 7 | 13.73% | |
|
Reliability (PN = 40/NN = 38/TN = 78) |
B1 Whether the medical staff can effectively treat the condition | 28 | 70.00% | 24 | 63.16% | 52 | 66.67% |
| B2 Whether the doctor can provide information of the condition and treatment in detail | 14 | 35.00% | 6 | 15.79% | 20 | 25.64% | |
| B3 Whether medical staff provide medical services promptly | 1 | 2.50% | 10 | 26.32% | 11 | 14.10% | |
| B4 Other reliability issues | 1 | 2.50% | 2 | 5.26% | 3 | 3.85% | |
| Responsiveness (PN = 6/NN = 40/TN = 46) | C1 Whether medical staff can address service requests quickly | 4 | 66.67% | 29 | 72.50% | 33 | 71.74% |
| C2 Whether medical staff can provide information about the service process and wait time | 1 | 16.67% | 18 | 45.00% | 19 | 41.30% | |
| C3 Whether medical staff actively and willingly assist the patient | 3 | 50.00% | 6 | 15.00% | 9 | 19.57% | |
| C4 Other responsiveness issues | 0 | 0.00% | 2 | 5.00% | 2 | 4.35% | |
| Assurance (PN = 57/NN = 102/TN = 159) | D1 Whether medical staff possess professional skills and knowledge | 25 | 43.86% | 35 | 34.31% | 60 | 37.74% |
| D2 Whether medical staff possess professional service communication attitude and etiquette | 39 | 68.42% | 74 | 72.55% | 113 | 71.07% | |
| D3 Whether medical staff can provide medical services promptly | 0 | 0.00% | 1 | 0.98% | 1 | 0.63% | |
| D4 Other assurance issues | 0 | 0.00% | 9 | 8.82% | 9 | 5.66% | |
| Empathy (PN = 9/NN = 27/TN = 36) | E1 Whether medical staff can meet individualized service demands | 8 | 88.89% | 11 | 40.74% | 19 | 52.78% |
| E2 Whether the hospital’s consultation time can provide multiple time options | 0 | 0.00% | 0 | 0.00% | 0 | 0.00% | |
| E3 Whether the hospital can pay attention to the personal privacy of patients | 0 | 0.00% | 1 | 3.70% | 1 | 2.78% | |
| E4 Other empathy issues | 4 | 44.44% | 12 | 44.44% | 16 | 44.44% |
(1) PN number of positive reviews, (2) NN number of negative reviews, (3) TN Total number of reviews