Beruflich Dokumente
Kultur Dokumente
To the Respondents:
The undersigned are currently conducting a research study entitled Assessment of Clients’
Satisfaction with Health Care Deliveries in Selected Primary Health Care Clinics in Taguig
City. This is part of the requirements in Business Research and Scientific Writing course under the Master in
Business Administration (MBA) program of Taguig City University.
Please accomplish this survey questionnaire by answering all questions as honest as possible.
Information gathered will be treated with utmost confidentiality and for academic purposes only. Thank you
very much.
Sincerely yours,
PART II. ASSESSMENT OF SERVICE QUALITY DIMENSIONS OF PRIMARY HEALTH CARE CLINICS
Direction: On a scale of 1 to 5, indicate your assessment on the quality of services offered by the primary health
care clinic you recently visited.
5 4 3 2 1
INDICATORS Excellent Moderate Average Poor Very
Poor
RELIABILITY
1. When health care is promised, it is done. 5 4 3 2 1
2. Discipline of staff 5 4 3 2 1
3. Delivery of service right in the first time 5 4 3 2 1
4. Provision of health services at the time 5 4 3 2 1
promised
5. Keeping clients record correctly without 5 4 3 2 1
mistake
RESPONSIVENESS
1. Information provided on when services will 5 4 3 2 1
be performed
2. Provision of prompt service 5 4 3 2 1
3. Employees’ willingness to help 5 4 3 2 1
4. Accessibility of staff when needed
EMPATHY
1. Giving individual attention to each client 5 4 3 2 1
2. Operating hours appropriate for all clients 5 4 3 2 1
3. Employees give personal attention to client 5 4 3 2 1
4. Employees have best interest of clients at 5 4 3 2 1
heart.
5. Understanding of the specific needs of clients 5 4 3 2 1
ASSURANCE
1. Feeling security and safety in receiving 5 4 3 2 1
health care and communication with staff
2. Adequate explanation of health-related 5 4 3 2 1
problems
3. Employee knowledge to answer client 5 4 3 2 1
questions
4. Courteous and polite behavior towards 5 4 3 2 1
clients
TANGIBILITY
1. Neat and professional appearance of health 5 4 3 2 1
care staff
2. Cleanliness of health care environment 5 4 3 2 1
3. Adequacy of equipment in the health care 5 4 3 2 1
facility
4. Visual appealing and comfort of physical 5 4 3 2 1
facilities