Table 4 The comparisons of item score of expectation questionnaire and perception questionnaire.
From: Optimizing nursing services for orthopaedic trauma patients using SERVQUAL and Kano models
Dimensions | Items | Quality of service | t | P |
|---|---|---|---|---|
Tangibles | 1.Orthopaedic nurses are neatly dressed and wear work badges | 0.64 | 10.840 |  < 0.001 |
2.Orthopaedic nurses introduce themselves to you and your family members | 0.32 | 5.594 |  < 0.001 | |
3.The environment of the orthopaedics department is clean and warm | 0.42 | 7. 109 |  < 0.001 | |
4.The orthopaedics department has convenient service facilities (free Wi-Fi,convenience box with hair dryer, nail scissors,straw, balloon, paper cup, etc.,mobile phone charging device) | -0.88 | -9.909 |  < 0.001 | |
5.Orthopaedic emergency escape and safety facilities are fully equipped | -0.44 | -8.886 |  < 0.001 | |
6.The service logos of orthopaedics are eye-catching and standardized | -0.91 | 14.100 |  < 0.001 | |
7.The orthopaedics department has modern nursing service equipment (cold therapy instrument, air pressure pump,bedside ECG machine, mobilenursing station, etc.) | -0.53 | -7.224 |  < 0.001 | |
8.The department layout is reasonable and can focus on the safety and comfort of patients | -1.36 | -15.976 |  < 0.001 | |
Reliability | 9.Orthopaedic nurses provide safe and accurate care | -0.49 | -9.111 |  < 0.001 |
10.The orthopaedic nurses ensure that you and your family give informed consent and work together to develop nursing plans and implement interventions | -1.06 | -14.355 |  < 0.001 | |
11.Orthopaedic nurses are able to provide basic care and make patients more comfortable | -0.35 | -5.589 |  < 0.001 | |
12.Orthopaedic nurses have rich professional theoretical knowledge and experience | -0.97 | -14.850 |  < 0.001 | |
13.Orthopaedic nurses have professional nursing abilities in preoperative preparation and postoperative rehabilitation for various common orthopaedic diseases | -1.24 | -19.538 |  < 0.001 | |
14.Orthopaedic nurses have the ability to deal with all kinds of emergencies and disease changes and can take positive and effective measures | -0.59 | -12.430 |  < 0.001 | |
Responsiveness | 15.Orthopaedic nurses provide you with timely services | -0.50 | -11.057 |  < 0.001 |
16.Orthopaedic nurses perform standardized and skilled nursing operations | -0.68 | -14. 106 |  < 0.001 | |
17.Orthopaedic nurses can handle admission and discharge procedures quickly | -0.36 | -7.785 |  < 0.001 | |
Assurance | 18.Orthopaedic nurses are able to communicate in a way that you and your family can understand | -0.74 | -16.091 |  < 0.001 |
19.Orthopaedic nurses are patient and meticulous when answering your questions | -0.25 | -4.584 |  < 0.001 | |
20.Orthopaedic nurses deliver on the promises they make to you | -0.23 | -3.865 |  < 0.001 | |
21.Orthopaedic nurses are able to provide you with the appropriate frequency of care | -1.29 | -18.590 |  < 0.001 | |
Empathy | 22.Orthopaedic nurses pay attention to the relief of your pain | -1.41 | -21.963 |  < 0.001 |
23.Orthopaedic nurses always put your best interests first | 0.04 | 0.556 | 0.578 | |
24.Orthopaedic nurses protect your privacy | -1.26 | -21.294 |  < 0.001 | |
25.Orthopaedic nurses can provide you with personalized nursing services | -0.23 | -3.695 |  < 0.001 | |
26.Orthopaedic nurses can understand your feelings and respond appropriately | 0.04 | 0.582 | 0.561 |
