Figure 1Four quadrants of the importance performance analysis matrix.
Table 1Descriptive characteristics of respondents.
Variable |
N
|
% |
Sex |
Women |
220 |
73.8 |
|
Men |
78 |
28.2 |
Age (y) |
18–35 |
180 |
60.5 |
|
35–55 |
94 |
31 |
|
55–75 |
18 |
6.5 |
|
> 75 |
6 |
2 |
Length of hospitalization (d) |
1–5 |
292 |
98 |
|
5–10 |
4 |
1.3 |
|
> 10 |
2 |
0.67 |
Table 2Association between patients' characteristics and their expectations or perceptions toward service quality.
Variable |
Expectation
|
Perception
|
p
|
p
|
Age |
0.88 |
0.11 |
Sex |
< 0.05 |
0.32 |
Education |
0.06 |
0.34 |
Length of hospitalization (d) |
0.62 |
0.09 |
Table 3Comparison of the quality gap in the five dimensions of quality in hospitals.
Hospital |
Tangibles |
Reliability |
Responsiveness |
Assurance |
Empathy |
Total |
A |
−2.54 |
−3.08 |
−2.25 |
−2.53 |
−2.51 |
−2.59 |
B |
−2.25 |
−2.54 |
−2.06 |
−2.54 |
−2.35 |
−2.35 |
C |
−1.45 |
−1.90 |
−1.57 |
−1.91 |
−1.71 |
−1.71 |
D |
−2.83 |
−2.77 |
−2.34 |
−2.47 |
−2.51 |
−2.59 |
E |
−1.80 |
−2.02 |
−1.79 |
−2.04 |
−2.23 |
−1.97 |
F |
−2.26 |
−2.32 |
−2.07 |
−2.20 |
−2.12 |
−2.19 |
Table 4Comparison of the performance–importance gap between hospitals.
D
|
Tangibles
|
Reliability
|
Responsiveness
|
Assurance
|
Empathy
|
T.G
|
H |
P |
SD |
I |
SD |
P |
SD |
I |
SD |
P |
SD |
I |
SD |
P |
SD |
I |
SD |
P |
SD |
I |
SD |
|
A
|
3.14 |
0.66 |
4.68 |
0.26 |
1.83 |
0.75 |
4.91 |
0.17 |
2.28 |
1.10 |
4.54 |
0.23 |
2.18 |
1.04 |
4.72 |
0.25 |
2.46 |
1.22 |
4.98 |
0.06 |
−3.59 |
B
|
2.40 |
0.66 |
4.65 |
0.28 |
2.31 |
0.73 |
4.86 |
0.24 |
2.52 |
0.64 |
4.59 |
0.28 |
2.10 |
0.46 |
4.65 |
0.24 |
2.54 |
0.67 |
4.89 |
0.16 |
−2.35 |
C
|
2.02 |
0.76 |
3.47 |
0.81 |
1.82 |
1.05 |
3.72 |
0.99 |
2.03 |
0.89 |
3.61 |
0.91 |
1.90 |
0.85 |
3.82 |
0.73 |
1.86 |
1.06 |
3.58 |
1.15 |
−1.71 |
D
|
1.47 |
0.38 |
4.30 |
0.56 |
1.24 |
0.38 |
4.01 |
0.62 |
1.65 |
0.57 |
3.99 |
0.54 |
1.48 |
0.45 |
3.95 |
0.53 |
1.30 |
0.57 |
3.84 |
0.81 |
−2.59 |
E
|
2.66 |
0.84 |
4.46 |
0.75 |
2.60 |
0.96 |
4.61 |
0.88 |
2.58 |
0.69 |
4.38 |
0.75 |
2.41 |
0.95 |
4.45 |
0.91 |
2.50 |
0.94 |
4.73 |
0.76 |
−1.79 |
F
|
2.51 |
0.53 |
4.77 |
0.21 |
2.45 |
0.85 |
4.77 |
0.24 |
2.45 |
0.61 |
4.53 |
0.31 |
2.59 |
0.66 |
4.80 |
0.23 |
2.68 |
0.76 |
4.80 |
0.32 |
−2.19 |
T |
2.21 |
0.77 |
4.34 |
0.73 |
2.07 |
0.95 |
4.43 |
0.80 |
2.25 |
0.81 |
4.23 |
0.70 |
2.11 |
0.86 |
4.36 |
0.70 |
2.21 |
1.00 |
4.41 |
0.90 |
|
T.G |
2.13 |
2.36 |
1.98 |
2.25 |
2.20 |
T |
Table 5Comparison of the hospitals' situations in the importance performance analysis matrix.
5 dimensions of quality
|
|
Hospital |
Tangibles |
Reliability |
Responsiveness |
Assurance |
Empathy |
A |
Q (III) |
Q (I) |
Q (IV) |
Q (III) |
Q (II) |
B |
Q (IV) |
Q (I) |
Q (IV) |
Q (III) |
Q (II) |
C |
Q (IV) |
Q (I) |
Q (IV) |
Q (I) |
Q (II) |
D |
Q (II) |
Q (III) |
Q (IV) |
Q (IV) |
Q (III) |
E |
Q (IV) |
Q (II) |
Q (IV) |
Q (III) |
Q (III) |
F |
Q (I) |
Q (I) |
Q (I) |
Q (II) |
Q (II) |