			Dependent variables
Independent variables			Staff availability and competence	Reception and humane attitude	Accessibility of care and Resources	Continuity of care	Global satisfaction
Individual variables	Age		+	+	+	ns	+
	Gender		−	−	−	ns	−
	Length of frequentation		Ns	ns	ns	ns	ns
Organizational variables	Involvement in evaluation		Ns	−	ns	ns	ns
	Intervention domain: care for PLHIV		Ns	ns	ns	ns	ns
	Procedure for clients’ opinion	Regular satisfaction surveys	+	+	ns	ns	ns
		Complaints registration and processing	Ns	ns	ns	ns	ns
		Suggestion box	Ns	ns	ns	ns	ns
	Principal source of funding	Local	Ns	+	+	ns	+
	Principal source of funding	Foreign Partners	+	+	+	ns	+
	Intervention area		Ns	ns	−	ns	−
	Experience of the NGO		Ns	ns	−	ns	−
	Number of staff		Ns	ns	ns	ns	ns