ANNEXURE - II
Questionnaire for
SERVQUAL Model
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286
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Questionnaire for SERVOUAL Model
Please evaluate ________ hospital on a scale of 1-7 on the following parameters.
TANGIBLES
1.
Good Parking
1
2
3
4
5
6
7 r Parking
2.
Modem Equipment
1
2
3
4
5
6
7 Medical Equipment
3.
Clean premises
1
2
3
4
5
6
7 y Premises
4.
Confusing Signboards
1
2
3
4
5
6
7 in Signboards
5.
Pleasant Interiors
1
2
3
4
5
6
7 leasant Interiors
6.
Smartly dressed employees
1
2
3
4
5
6
7 3by employees
7.
Ease of Access (location)
1
2
3
4
5
6
7 icult to access
8.
Spacious rooms
1
2
3
4
5
6
7 nped rooms
9.
Large no. of specialities
1
2
3
4
5
6
7 specialities
10.
High availability of drags
1
2
3
4
5
6
7 r availability
11.
Good canteen facilities
1
2
3
4
5
6
7 r Canteen facilities
12. Error free records
1
2
3
4
5
6
7 t*records
13. Timely attention
1
2
3
4
5
6
7 much delay
14.
1
2
3
4
5
6
7 mg diagnosis
3
4
5
6
7 nterested Staff
4
5
6
7 c o f promptness
RELIABILITY
Correct diagnosis
RESPONSIVENESS
15.
Proactive Staff
1
2
.,
Promptness (in responding to
calls)
1
2
17. Proper updates to patients
1
2
D
4
5
6
7 r updates
18. Thigh on Timeliness
1
2
3
4
5
6
7 r timeliness
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287
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ASSURANCE
1
2
3
4
5
6
7 r reputation
19
Good reputation
20.
Professionalism of staff
21.
Competence of doctors
[ 1 [ [ 2 || 3 |P 4 || 5 [| 6 || 7 [mpetence o f doctors
22.
Reassuring Behaviour
| 1 11 2 11 3 11 4 11 5 11 6 || 7 |reassuring behaviour
7 c o f professionalism
EMPATHY
23.
Good individual care
2
3
4
5
6
7 r individual care
24.
Good facilities for disabled
2
3
4
5
6
„ r
7 i
25.
Low initial waiting time
i
2
3
4
5
6
7 l initial waiting time
26
Affordable Rates
i
2
3
4
5
6
7 :s too high.
x=x=x=x=x=x=x=x=x
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288
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