Table 6 Definition of “customer's voice”
Items | GAP | Ranking | Dimension | Item description |
|---|---|---|---|---|
Item 15 | − 0.45 | 1 | Security | Training for accident situations (rapid evacuation, fire, explosion, etc.) |
Item 14 | − 0.44 | 2 | Security | Contingency plan for disaster situations (rapid evacuation, fire, explosion, etc.) |
Item 16 | − 0.42 | 3 | Security | The physical structure is adequate for the safety measures in place (Correct signaling, operation of generators, presence of anti-panic door, operation of fire-fighting equipment) |
Item 10 | − 0.29 | 4 | Reliability | Surgical planning and schedule |
Item 1 | − 0.26 | 5 | Tangibility | General physical structure (hydraulic, electrical, facilities, furniture, etc.) |
Item 11 | − 0.26 | 6 | Responsiveness | Operating rooms demand-response capacity |
Item 21 | − 0.26 | 7 | Empathy | Employees fully understand the need to assist other team members |
Item 4 | − 0.23 | 8 | Tangibility | Technical team (engineering, administration, maintenance, and hygiene) |