Table 3 Description of ServQual

1. The environment of the clinic is comfortable, clean and convenient.

2. The clinic is equipped with matching medical equipment.

3. The clinic’s service window is reasonable layout.

4. Village doctor dress neatly and professionally.

5. The treatment process of the clinic is simple and convenient.

6. Village doctor care and help you when you are in illness.

7. The village doctor measures your blood pressure, blood glucose, and gives health promotion regularly.

574

574

574

574

574

574

574

574

7.14

5.86

6.71

7.18

7.12

7.12

7.33

7.20

1.88

2.38

2.08

1.85

2.06

2.06

1.98

1.98

1

1

1

1

1

1

1

1

9

9

9

9

9

9

9

9

8. You can contact the village doctor easily and quickly.

574

7.31

1.93

1

9

9. The village doctor can record your information correctly and maintain your privacy.

574

7.53

1.74

1

9

10. The village doctor diagnoses accurately and controls treatment costs.

574

6.83

2.28

1

9

11. The village doctor provides a timely service and tells you the exact service time.

574

6.98

2.01

1

9

12. The village doctor pays more attention to the patient’s suggestions, opinions, and complaints.

574

6.77

2.11

1

9

13. The village doctor helps you immediately and satisfactorily even if he (she) is busy.

574

7.01

1.93

1

9

14. The village doctor can contact other doctors to assist when he/she cannot provide a specific service.

574

7.21

2.10

1

9

15. The village doctor get you and your family’s permission before performing special examination or treatment.

574

7.53

1.57

1

9

16. The village doctor uses medical instruments professionally, and makes you feel at ease.

574

7.24

1.75

1

9

17. The village doctor has a strong service delivery attitude.

574

7.42

1.74

1

9

18. The village doctor is happy to explain the illness and directs you to take medicine carefully and patiently.

574

7.38

1.71

1

9

19.The village doctor provides personalized care for contracted families.

574

6.78

2.16

1

9

20.The village doctor knows your family and health status.

574

6.97

2.19

1

9

21. The village doctor considers your interest first and eases your trouble.

574

7.17

1.87

1

9

22. The service hours of the village clinic meet your requirements.

574

7.09

1.99

1

9

Total score

7.08

1.67