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 | Â | 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 | Â | 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) | Â | 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 | Â | 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 | Â | 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 | Â | 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] |