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Table 4 Bivariate association of SERVQUAL independent variables with the primary outcome on a binary scale

From: Patient perceptions in quality of care: report from university veterans clinic

Variables*

Frequency** (percentage) of respondents’ agreement

P-value**

Empathy 1: Explained Treatment

143 (83.43%)

0.003

Empathy 2: Administration Procedures

143 (82.66%)

0.203

Empathy 3: Listens to complaint

145 (82.86%)

0.022

Empathy 4: Registration Procedures

144 (82.29%)

0.032

Empathy 5: Knowledge about treatment needs

145 (82.86%)

0.006

Responsiveness 1: Long time waiting

117 (67.63%)

0.011

Responsiveness 2: Issues related to care

144 (82.29%)

< 0.0001

Responsiveness 3: Issues related to delays in care

130 (75.14%)

0.0004

  1. Number of respondents: 177
  2. *All the variables of interest were converted from a Likert scale (1 = strongly agree, 2 = agree, 3 = undecided, 4 = disagree, 5 = strongly disagree) to a binary scale (Strongly agree and agree combined to 1 = agree, and strongly disagree, disagree, undecided combined to 2 = disagree)
  3. Primary Outcome: Heroes Clinic providers can relieve most problems
  4. **Test: Fisher’s Exact test frequency and p-value