Table 2 Descriptive statistics of key variables, ANOVA, and multiple comparison results

Hospital Image

X11

3.28 ± 0.98

3.29 ± 0.95

3.34 ± 1.01^*,1

3.11 ± 0.87^*,1

3.49 ± 0.94^*,1

2.93 ± 0.95^*,1

X12

2.55 ± 1.26

3.05 ± 1.40^*,2

2.49 ± 1.29^*,1

2.48 ± 1.06^*,1

2.98 ± 1.18^*,1

1.78 ± 1.02^*,1

X13

2.50 ± 1.25

3.02 ± 1.46^*,2

2.41 ± 1.27^*,1

2.55 ± 1.02^*,1

2.93 ± 1.18^*,1

1.75 ± 0.99^*,1

Patient expectation

X21

3.10 ± 1.10

2.96 ± 1.14

3.16 ± 1.14^*,1

2.97 ± 0.96^*,1

3.35 ± 1.01^*,1

2.65 ± 1.11^*,1

X22

3.35 ± 0.85

3.28 ± 0.90

3.41 ± 0.86^*,1

3.22 ± 0.78^*,1

3.48 ± 0.83^*,1

3.12 ± 0.84^*,1

X23

2.80 ± 0.99

2.88 ± 1.07

2.78 ± 0.99

2.80 ± 0.94

2.95 ± 1.02^*,1

2.52 ± 0.86^*,1

Perceived quality

X31

3.27 ± 1.00

3.29 ± 0.98

3.33 ± 1.03^*,1

3.10 ± 0.92^*,1

3.48 ± 0.96^*,1

2.91 ± 0.97^*,1

X32

3.38 ± 0.91

3.35 ± 0.94

3.37 ± 0.92

3.41 ± 0.85

3.53 ± 0.89^*,1

3.10 ± 0.87^*,1

Reform

policy

X41

2.36 ± 1.29

2.90 ± 1.44^*,2

2.30 ± 1.32^*,1

2.30 ± 1.09^*,1

2.78 ± 1.27^*

1.63 ± 0.96^*

X42

0.64 ± 0.48

0.72 ± 0.45

0.62 ± 0.49

0.65 ± 0.48

–

–

X43

3.30 ± 0.87

2.99 ± 0.94^*,2

3.35 ± 0.86^*,1

3.30 ± 0.87^*,1

3.46 ± 0.87^*,1

3.02 ± 0.81^*,1

X44

3.20 ± 0.86

2.97 ± 0.93^*,2

3.25 ± 0.87^*,1

3.16 ± 0.80^*,1

3.34 ± 0.86^*,1

2.95 ± 0.80^*,1

X45

3.29 ± 0.90

3.15 ± 0.99^*,1

3.35 ± 0.88^*,2

3.20 ± 0.89^*,1

3.41 ± 0.91^*,1

3.08 ± 0.84^*,1

Socio-demographics

X51

0.42 ± 0.49

0.32 ± 0.47^*,1

0.45 ± 0.50^*,1

0.39 ± 0.49

0.43 ± 0.50

0.40 ± 0.49

X52

2.35 ± 1.25

2.41 ± 1.11

2.34 ± 1.28

2.34 ± 1.21

2.38 ± 1.24

2.29 ± 1.26

X53

2.88 ± 1.11

3.34 ± 1.05^*,2

2.81 ± 1.09^*,1

2.87 ± 1.13^*,1

2.89 ± 1.11

2.87 ± 1.10^*

Satisfaction

ME1

2.70 ± 1.39

3.26 ± 1.49^*,2

2.65 ± 1.42^*,1

2.59 ± 1.19^*,1

3.22 ± 1.24^*,1

1.79 ± 1.15^*,1

ME2

3.35 ± 0.87

3.29 ± 0.88

3.40 ± 0.88^*,1

3.23 ± 0.81^*,1

3.50 ± 0.84^*,1

3.08 ± 0.84^*,1

Loyalty

Y1

3.30 ± 0.90

3.29 ± 0.88

3.36 ± 0.91^*,1

3.13 ± 0.84^*,1

3.43 ± 0.89^*,1

3.08 ± 0.86^*,1

Y2

3.20 ± 0.96

3.42 ± 1.01^*,1

3.26 ± 0.99^*,1

2.94 ± 0.82^*,2

3.33 ± 0.97^*,1

2.97 ± 0.91^*,1

1287

1287

130

851

306

819