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Table 3 The mean score of service quality and its determinants

From: Responsiveness level and its effect on services quality from the viewpoints of the older adults hospitalized during COVID-19 pandemic

 

Dimension

Score domain

Mean ± SD

%

Very weak

Weak

Average

Good

Very good

Service Quality

Tangibles

4–20

13.09 ± 2.86

2.07

4.15

52.07

37.05

4.66

Responsiveness

4–20

12.26 ± 4.46

3.89

10.08

60.88

22.54

1.88

Assurance

4–20

11.37 ± 4.83

8.55

22.28

50.78

16.84

1.55

Reliability

5.25

16.18 ± 5.12

3.11

4.92

60.1

29.02

2.85

Empathy

5.25

15.11 ± 4.79

3.37

16.58

55.44

22.28

2.33

Total

22–110

68.01 ± 8.51

4.2

11.76

55.85

25.55

2.64