Dependent variables

Characteristics

Staff availability and competence

n = 2413

Reception and humane attitude

N = 2404

Accessibility of care and resources

N = 2281

Fixed effects

Model 0

Model 1

Model 2

Model 0

Model 1

Model 2

Model 0

Model 1

Model 2

Intercept

3.95**

3.897**

3.78**

4.040**

3.970**

3.870**

3.560**

3.450**

3.350**

Age

-

0.003*

0.003*

-

0.004**

0.004**

-

0.005**

0.005**

Gender male

-

−0.07**

−0.07**

-

−0.100**

−0.100**

-

−0.084**

−0.085**

Level of involvement in evaluation

-

-

-

-

-

−0.053*

-

-

0.077

Intervention area: urban

-

-

−0.21

-

-

0.114

-

-

−0.386*

Principal source of funding

Local

-

-

0.344

-

-

0.349*

-

-

0.687**

Foreign partners

-

-

0.606**

-

-

0.493**

-

-

0.669**

Procedure for taking into account clients’ perspectives

Regular satisfaction surveys

-

-

0.294*

-

-

0.295*

-

-

-

Complaint recording and processing

-

-

0.051

-

-

0.05

-

-

-

Suggestion box

-

-

0.350

-

-

0.125

-

-

-

NGO experience

-

-

−0.027

-

-

-

-

-

−0.055*

Random effects

ICC

ICC adjusted 1

ICC adjusted 2

ICC

ICC adjusted 1

ICC adjusted 2

ICC

ICC adjusted 1

ICC adjusted 2

0.402**

0.395**

0.270**

0.388**

0.378**

0.250**

0.600**

0.600**

0.469**

−2log restricted likelihood

3099.046

3085.498

3068.299

2923.619

2896.121

2878.229

3054.844

3032.059

3016.148

Significance test M2/M1

p < 0.025

p < 0.025

p < 0.001