Sample characteristics
The sample was defined as people that visited a
particular public Primary Health Care centre of
IKA located in a heavily populated urban area
of Attica between July and September 2009. The
participants were approached by a trained
interviewer as soon as they arrived at the
Primary Health Centre, and they were asked to
participate in a study that measures service
expectations about the particular health care.
They were assured for the anonymity and the
confidentiality of their responses. At this point,
participants were given the expectations version
of the SERVQUAL questionnaire. After the
visit, participants were approached again by the
interviewer and they were kindly asked to complete
the second part of the questionnaire, which
included the perceptions version of SERVQUAL.
Out of a total of 513 patients approached,
450 completed both the expectations and
the perceptions version of the questionnaire
while 63 refused to participate in the study,
either at the beginning or by refusing to complete
the post-measure. Accordingly, data for
non-responders were not retained.
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