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Serv Qual Essay

1506 words - 7 pages


Based on your experiences as a patient in a hospital or clinic, please think about the kind of hospital or clinic that would deliver excellent quality of service. Think about the kind of hospital or clinic in which you would like to receive treatment. Please show the extent to which you think such a hospital or clinic would possess the feature described by each statement. If you feel a feature is not at all essential for excellent hospitals/clinics such as the one you have in mind, circle the number 1. If you feel a feature is absolutely essential for excellent hospitals/clinics, circle 7. If your feelings are less strong, circle one of the numbers in ...view middle of the document...

1 2 3 4 5 6 7

9. Excellent hospitals/clinics will
insist on error-free records. 1 2 3 4 5 6 7
Strongly Strongly
Disagree Agree

10. Personnel in excellent hospitals/
clinics will tell patients exactly when
services will be performed. 1 2 3 4 5 6 7

11. Personnel in excellent hospitals/clinics
will give prompt service to patients. 1 2 3 4 5 6 7

12. Personnel in excellent hospitals/clinics
will always be willing to help patients. 1 2 3 4 5 6 7

13. Personnel in excellent hospitals/clinics
will never be too busy to respond
to patients' requests. 1 2 3 4 5 6 7

14. The behaviour of personnel in excellent
hospitals/clinics will instil confidence
in patients. 1 2 3 4 5 6 7

15. Patients of excellent hospitals/clinics
will feel safe in their dealings with the
hospital/clinic. 1 2 3 4 5 6 7

16. Personnel in excellent hospitals/clinics
will be consistently courteous with
patients. 1 2 3 4 5 6 7

17. Personnel in excellent hospitals/clinics
will have the knowledge to answer
patients' questions. 1 2 3 4 5 6 7

18. Excellent hospitals/clinics will give
patients individual attention. 1 2 3 4 5 6 7

19. Excellent hospitals/clinics will have
operating hours convenient to all
their patients. 1 2 3 4 5 6 7

20. Excellent hospitals/clinics will have staff
who give patients personal attention. 1 2 3 4 5 6 7

21. Excellent hospitals/clinics will have
the patients' best interests at heart. 1 2 3 4 5 6 7

22. The personnel of excellent hospitals/
clinics will understand the specific
needs of their patients. 1 2 3 4 5 6 7
Listed below are five features pertaining to hospitals/clinics and the service they offer. We would like to know how important each of these features is to you when you evaluate the service offered by a hospital or clinic. Please allocate a total of 100 points among the five features according to how important each feature is to you - the more important a feature is to you, the more points you should allocate to it. Please ensure that the points you allocate to the five features add up to 100.

1. The appearance of the hospital/clinic’s physical facilities,
equipment, personnel and communication materials. _____ points

2. The hospitals/clinic's ability to perform the promised service
dependably and accurately. _____ points

3. The hospital/clinic's willingness to help patients and provide
a prompt service. _____ points

4. The knowledge and courtesy of the hospital/clinic personnel
and their ability to convey trust and confidence. _____ points

5. The caring, individualised attention the hospital/clinic
provides its patients. _____ points


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