QUALITY OF SERVICE Questionnaire
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 the
middle. There are no right or wrong answers - all we are interested in is
the number that truly reflects your feelings regarding hospitals/clinics
that would deliver excellent quality of service.
Strongly Strongly
Disagree Agree
1. Excellent hospitals/clinics will have
modern looking equipment. 1 2 3 4 5 6 7
2. The physical facilities at excellent
hospitals will be visually appealing 1 2 3 4 5 6 7
3. Personnel at excellent hospitals/
clinics will be neat in appearance 1 2 3 4 5 6 7
4. Materials associated with the service
(such as pamphlets or statements)
will be visually appealing in an
excellent hospital/clinic 1 2 3 4 5 6 7
5. When excellent hospitals/clinics
promise to do something by a
certain time they will do so. 1 2 3 4 5 6 7
6. When a patient has a problem,
excellent hospitals/clinics will show
a sincere interest in solving it. 1 2 3 4 5 6 7
7. Excellent hospitals/clinics will get
things right the first time. 1 2 3 4 5 6 7
8. Excellent hospitals/clinics will
provide their services at the time
they promise to do so. 1 2 3 4 5 6 7
9. Excellent hospitals/clinics will
insist on error-free records. 1 2 3 4 5 6 7
1
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
2
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
TOTAL points allocated 100 points
____________________________________________________________________________
Which one feature of the above five is most important to you ? _____
(Please enter the feature's number)
Which feature is second most important to you ? _____
Which feature is least important to you ? _____
3
The following set of statements relate to your feelings about the hospital/clinic
you have attended. For each statement, please show the extent to which you
believe the hospital/clinic has the feature described by the statement. Once
again, circling a 1. means that you strongly disagree that the hospital/clinic you
have attended has this feature and circling a 7. means that you strongly agree.
You may circle any of the numbers in the middle that show how strong your
feelings are. There are no right or wrong answers - all we are interested in is a
number that best shows your perceptions about the hospital/clinic which has
treated you.
Strongly Strongly
Disagree Agree
1. The hospital/clinic has modern-
looking equipment. 1 2 3 4 5 6 7
2. The physical facilities in the hospital/
clinic are visually appealing. 1 2 3 4 5 6 7
3. Personnel in the hospital/clinic are
neat in appearance. 1 2 3 4 5 6 7
4. Materials associated with the service
(such as pamphlets or statements)
are visually appealing. 1 2 3 4 5 6 7
5. When the hospital/clinic promises
to do something by a certain time
it does so. 1 2 3 4 5 6 7
6. When you have a problem, the
hospitals/clinic shows a sincere
interest in solving it. 1 2 3 4 5 6 7
7. The hospital/clinic gets things
right the first time. 1 2 3 4 5 6 7
8. The hospital/clinic provides its
services at the time it promises
to do so. 1 2 3 4 5 6 7
9. The hospital/clinic insists on
error-free records. 1 2 3 4 5 6 7
4
Strongly Strongly
Disagree Agree
10. The personnel in the hospital/clinic
tell you exactly when services
will be performed. 1 2 3 4 5 6 7
11. Personnel in the hospital/clinic give
you prompt service. 1 2 3 4 5 6 7
12. Personnel in the hospital/clinic are
always willing to help you. 1 2 3 4 5 6 7
13. Personnel in the hospital/clinic are
never be too busy to respond to your
requests. 1 2 3 4 5 6 7
14. The behaviour of personnel in the
hospital/clinic instils confidence in you 1 2 3 4 5 6 7
15. You feel safe in your dealings with the
hospital/clinic. 1 2 3 4 5 6 7
16. Personnel in the hospital/clinic are
consistently courteous with you. 1 2 3 4 5 6 7
17. Personnel in the hospital/clinic have
the knowledge to answer your
questions. 1 2 3 4 5 6 7
18. The hospital/clinic gives you
individual attention. 1 2 3 4 5 6 7
19. The hospital/clinic has operating
hours convenient to all its patients. 1 2 3 4 5 6 7
20. The hospital/clinic has personnel
who give you personal attention. 1 2 3 4 5 6 7
21. The hospital/clinic has your best
interests at heart. 1 2 3 4 5 6 7
22. The personnel of the hospital/clinic
understand your specific needs 1 2 3 4 5 6 7
Thank you for the time you have spent in completing this questionnaire. The
results will help us to provide you with the best possible service in the future.
5
Appendix : SERVQUAL procedures
Dimensions
Statements 1-4 Tangibles
Statements 5-9 Reliability
Statements 10-13 Responsiveness
Statements 14-17 Assurance
Statements 18-22 Empathy
Procedures
1. Compute the ‘gap’ for each statement pair for each consumer.
SERVQUAL score = Perceptions Score - Expectations Score
2. Compute the dimensions scores for each respondent by averaging the gap
score over the relevant number of statements (either 4 or 5 statements)
3. Derive SERVQUAL respondent’s scores in the following way:
Unweighted scores Sum dimensions and divide by 5
Weighted scores Tangibles * (Tangibles Weight/100 ) +
Reliability * ( Reliability Weight/100) +
Responsiveness * (Responsiveness Weight/100) +
Assurance * (Assurance Weight/100) +
Empathy * (Empathy Weight/100)
4. Derive total SERVQUAL scores by totalling the scores and dividing by N of
respondents
