STATEMENT PUBLIC PRIVATE OVERALL   P E P - E P E P - E P E P - E 1.Up-to-date equipment 4.2 4.96 -0.76 4.6 4.93 -0.33 4.4 4.94 -0.54 2.Visually appealing facilities 4.93 4.99 -0.06 4.85 4.9 -0.05 4.89 4.94 -0.05 3.Well dressed employees 4.98 5 -0.02 4.9 4.94 -0.04 4.94 4.97 -0.03 4.Facilities match services 4.97 5 -0.03 4.85 4.89 -0.04 4.91 4.94 -0.03 5.Facilities keep promises 4.76 5 -0.24 4.78 4.92 -0.14 4.77 4.96 -0.19 6.Sympathetic and reassuring 5 5 0 4.92 4.9 0.02 4.96 4.95 0.01 7.Dependable 4.94 5 -0.06 4.91 4.92 -0.01 4.92 4.96 -0.04 8.Provide services at promised time 4.82 5 -0.18 4.88 4.93 -0.05 4.85 4.96 -0.11 9.Accurate records 4.95 4.97 -0.02 4.92 4.95 -0.03 4.93 4.96 -0.03 10.Say exactly when services will be done 5 5 0 4.97 4.91 0.06 4.98 4.95 0.03 11.Prompt services from employees 4.95 4.96 -0.01 4.89 4.88 0.01 4.92 4.92 0 12.Employees always willing to help 4.92 5 -0.08 4.97 4.89 0.08 4.94 4.94 0 13.Prompt response to clients requests 4.96 5 -0.04 4.86 4.89 -0.03 4.91 4.94 -0.03 14.Clients trust employees 4.99 5 -0.01 4.91 4.88 0.03 4.95 4.94 0.01 15.Clients feel safe with employees 5 5 0 4.94 4.88 0.06 4.97 4.94 0.03 16.Polite employees 4.96 4.99 -0.03 4.92 4.86 0.06 4.94 4.92 0.02 17.Employees well supported to work 4.66 4.94 -0.28 4.76 4.87 -0.11 4.71 4.9 -0.19 18.Clients get individual attention 4.96 4.96 0 4.8 4.79 0.01 4.88 4.87 0.01 19.Employees give personal attention 5 4.89 0.11 4.86 4.89 -0.03 4.93 4.89 0.04 20.Employees know clients' needs 4.8 4.96 -0.16 4.68 4.88 -0.2 4.74 4.92 -0.18 21.Have clients' interests at heart 4.83 5 -0.17 4.63 4.78 -0.15 4.73 4.89 -0.16 22.Convenient operating hours 4.85 5 -0.15 4.83 4.81 0.02 4.84 4.9 -0.06 Totals 107.46 109.63 -2.18 106.67 107.54 -0.86 107.04 108.52 -1.48 Average 4.88 4.98 -0.09 4.84 4.88 -0.03 4.86 4.93 -0.06 Figures in italics indicate negative P-E gaps, thus service quality gaps

Table 1: Client satisfaction with HIV/AIDS services.

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