Part two: Service Quality Dimensions

1) Tangibility

Strongly disagree

Disagree

Neutral

Agree

strongly agree

paragraph

No.

The units provides the material needs and within the available resources

1

Quality goals are known to employees

2

I think the cost of quality is low and achievable

3

I believe that quality can be achieved without the use of advanced equipment and technology

4

There is a waiting room for patients and offices of workers within each section

5

The staff in the units have an elegant appearance and are fully formalized

6

2) Reliability

units are committed to their promises to patients in the provision of therapeutic services provided

1

The staff members sympathize with the patients when they complain

about the level of service provided

2

The patients develop their

confidence in the workers and in the quality of service provided to them

3