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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, 3942]
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, 3942]
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, 3942]
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, 3942]
  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.