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Table 2 Confirmatory factor analysis and convergent validity analysis results of all the constructs

From: Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters

Construct

Variable / question item

Standard loading

Composite reliability > 0.6

AVE > 0.5

Interpersonal-Based Medical Service Encounter

Professional personnel

 

0.85

0.54

1. I feel the physicians are professional during the whole treatment process.

0.71*

2. The physicians will recommend adequate medical treatment according to patients’ needs.

0.71*

3. The physicians are able to provide answers that solve my doubts.

0.74*

4. The physicians will inform patients about treatment plan.

0.79*

5. I feel the nurses are professional during the whole treatment process.

0.72*

General administrative personnel

 

0.92

0.74

1. Service counter personnel are trustworthy.

0.84*

2. Service counter personnel are able to take the initiative in assisting the procedures of registration, pharmacy, and cashier to make them smooth and efficient.

0.97*

3. Service counter personnel are able to provide answers that solve my doubts.

0.92*

4. Service counter personnel have a good service attitude.

0.67*

Environment and space (physical symbol)

 

0.91

0.71

1. The hospital has clear directions inside.

0.85*

2. The hospital has wide and comfortable waiting rooms.

0.77*

3. The hospital has well-illuminated waiting rooms.

0.90*

4. The hospital has clean toilets.

0.84*

Goodness of fit: χ 2 / d.f. = 2.79, GFI= .90, AGFI= .87, NFI= .90, RMSR= .068[33, 39–42]

Service Quality

Response

 

0.77

0.53

1. The entire service process has a good feedback system and management.

0.56*

2. The entire service process allows questions to be answered easily.

0.82*

3. The entire service process can complete service in a short period of time.

0.78*

Reliability

 

0.94

0.83

1. The entire service process has complete record of transaction details.

0.94*

2. The entire service process is able to correctly complete designated service items.

0.85*

3. The entire service process has no error.

0.94*

Assurance

 

0.81

0.60

1. The entire service process can fulfill its promise to customers.

0.75*

2. The entire service process has a good security mechanism.

0.97*

3. The entire service process is trustworthy.

0.55*

Goodness of fit: χ 2 / d.f. = 2.70, GFI= .96, AGFI= .92, NFI= .96, RMSR= .077[33, 39–42]

Patient Trust

1. Medical care personnel will honestly inform patients about the result of diagnosis.

0.88*

0.87

0.58

2. Medical care personnel will honor the agreement made with the patients.

0.76*

3. My medical issues can be handled through the help from general service personnel.

0.79*

4. I can trust medical care personnel’s judgment on my sickness.

0.69*

5. I rely on medical care personnel to solve medical issues.

0.66*

Goodness of fit: χ 2 / d.f. = 2.72, GFI= .98, AGFI= .95, NFI= .98, RMSR= .078[33, 39–42]

Patient Satisfaction

1. The entire service provided by the hospital makes me feel happy.

0.89*

0.89

0.68

2. After consumption, I believe choosing this hospital is a correct decision.

0.85*

3. I will recommend the medical service of this hospital to other people.

0.85*

4. I am very satisfied with the entire service provided by this hospital.

0.69*

Goodness of fit: χ 2 / d.f. = 2.85, GFI= .99, AGFI= .95, NFI= .99, RMSR= .081[33, 39–42]

  1. * p < .05. AVE= Average variance extracted. χ 2 / df. = Ratio of Chi-square. GFI = Goodness of Fit Index. AGFI = Adjusted GFI. NFI = Normal Fit Index. RMSR = Root Mean Square of Standardized Residual.