From: Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters
Construct/ variable | Operational definition | Cronbach’s α ( > .6) | References | |
---|---|---|---|---|
Interpersonal-Based Medical Service Encounter | Â | Â | ||
 | Professional Personnel | Patients’ perceptions of the medical professional skill and communication attitude of the physicians and nurses in the service encounter. | 0.92 | |
General Administrative Personnel | Patients’ perceptions of the communication attitude, sympathy, and empathy of the general service personnel in the service encounter. | 0.89 | ||
Environment and Space (Physical Symbol) | Patients’ perceptions of the other tangible factors that may help the implementation of medical service in the service encounter. | 0.90 | ||
Service Quality | Â | Â | ||
 | Response | Hospital’s capabilities of providing services that instantly and rapidly respond to patients’ demands in the service encounter. | 0.88 | |
Reliability | Hospital’s capabilities of providing services that correctly delivery the service requested by patients in the service encounter. | 0.90 | ||
Assurance | Hospital’s capabilities of providing services that really earn patients’ confidence in the service encounter. | 0.93 | ||
Patient Trust | Â | Â | ||
 | Patient Trust | Patients’ perceptions of the confidence in the reliability and integrity of medical service in the service encounter. | 0.91 | |
Patient Satisfaction | Â | Â | ||
 | Patient Satisfaction | The psychological state of patient involves their positive or negative feelings or attitudes toward their experience and some specific aspects in the service encounter. | 0.91 |  |