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Question no. Question 1 The department’s equipment is modern-looking 2 The department’s physical facilities are visually appealing 3 The employees are neat and professionally appearing 4 Documentation such as sign in sheet, handouts, and brochures are visually appealing 5 The department has convenient hours of operation 6 The department provides services as promised 7 The department is dependable in handling patient service problems 8 The employees provide services right the first time 9 The department provides services at the promised time 10 The employees insist on error-free documentation 11 Employees keep users informed about when services will be performed 12 Employees provide prompt service to patients 13 Employees are always willing to help patients 14 Employees are never too busy to respond to patients’ requests 15 Employees are courteous 16 Employees instill confidence in patients 17 Employees make patients feel safe while they receive services 18 Employees have the knowledge to answer patient’s questions 19 Employees give patients individual attention 20 Employees have patient’s best interest at heart 21 Employees deal with patients in a caring fashion 22 Employees understand the specific needs of patients 23 The quality of the PET/CT center services 24 My satisfaction with the front desk service can be best described as: 25 My satisfaction with the technologists’ service can be best described as: 26 My satisfaction with the doctors’ service can be best described as: 27 In summary, my satisfaction with the entire PET/CT center can best be described as: Questions 1–22 are adapted from SERVPERF questionnaire and measure perception of quality. Responses are based on Likert-type scale (1–7) demonstrating varying levels of agreement or disagreement with each question. Questions 23–27 are additional questions to measure patient satisfaction. Responses are based on Likert-type scale (1–7) ranging from very poor to excellent.
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Differences in Perception of Quality and Satisfaction Based on Number of Visits, Sex, and Age
Question no. First visit vs. multiple visits Sex (M vs. F) Age (>50 y vs. ≤ 50 y) 1 0.492 0.372 0.361 2 0.475 0.072 0.030* 3 0.557 0.822 0.824 4 0.592 0.519 0.208 5 0.227 0.799 0.624 6 0.293 0.923 0.318 7 0.340 0.930 0.503 8 0.117 0.979 0.652 9 0.968 0.666 0.431 10 0.937 0.325 0.888 11 0.616 0.719 0.823 12 0.979 0.452 0.965 13 0.913 0.847 0.729 14 0.523 0.999 0.423 15 0.877 0.064 0.273 16 0.566 0.607 0.800 17 0.889 0.631 0.779 18 0.838 0.588 0.593 19 0.942 0.758 0.812 20 0.559 0.687 0.865 21 0.760 0.938 0.465 22 0.881 0.681 0.884 23 0.537 0.365 0.508 24 0.696 0.852 0.006* 25 0.383 0.307 0.905 26 0.568 0.056 0.525 27 0.929 0.232 0.089 *P < 0.05 (statistically significant).
Data are P values.
