DEVELOPMENT AND VALIDATION OF QUESTIONNAIRE ON SERVICE QUALITY AND PATIENTS SATISFACTION IN HOSPITALS

2019 ◽  
Author(s):  
Pushkar Dubey ◽  
Deepak Pandey
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Goodness Of Fit ◽  
Satisfaction Scale ◽  
Patients Satisfaction ◽  
Proposed Model ◽  
Sample Data ◽  
Development And Validation ◽  
Validation Of Questionnaire ◽  
Structured Questionnaire

<p><b>Background:</b> Service quality is an important dimension for examining value of hospitals. Satisfaction of patients from the available service quality determines the overall value of a hospital. The increasing emphasis of services in hospitals and patients satisfaction has called for providing improved service which yields more satisfaction. <b>Aims & Objectives:</b> The aim of the study was to develop and validate a questionnaire that measures service quality and patients satisfaction in hospitals. <b>Material & Methods:</b> A self structured questionnaire containing 29 items was initially developed and was subjected to scrutiny by the experts to access the content validity of the questionnaire. A total of 200 patients responded to the service quality and satisfaction scale. The reliability of the scale was determined by Coefficient of Cronbach’s α. Exploratory factor analysis was used to test the validity of the scale and further the hypothetical model was evaluated by structural equation modelling for adequacy of goodness-of-fit to sample data. <b>Result:</b> The resultant outcome showed that the proposed model was a good fit. <b>Conclusion:</b> The result concludes that the conceptualised domain of service quality and patients satisfaction could be measured successfully through the use of the 18 item instrument developed in this study. </p>

DEVELOPMENT AND VALIDATION OF QUESTIONNAIRE ON SERVICE QUALITY AND PATIENTS SATISFACTION IN HOSPITALS

2019 ◽  
Author(s):  
Pushkar Dubey ◽  
Deepak Pandey
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Goodness Of Fit ◽  
Satisfaction Scale ◽  
Patients Satisfaction ◽  
Proposed Model ◽  
Sample Data ◽  
Development And Validation ◽  
Validation Of Questionnaire ◽  
Structured Questionnaire

<p><b>Background:</b> Service quality is an important dimension for examining value of hospitals. Satisfaction of patients from the available service quality determines the overall value of a hospital. The increasing emphasis of services in hospitals and patients satisfaction has called for providing improved service which yields more satisfaction. <b>Aims & Objectives:</b> The aim of the study was to develop and validate a questionnaire that measures service quality and patients satisfaction in hospitals. <b>Material & Methods:</b> A self structured questionnaire containing 29 items was initially developed and was subjected to scrutiny by the experts to access the content validity of the questionnaire. A total of 200 patients responded to the service quality and satisfaction scale. The reliability of the scale was determined by Coefficient of Cronbach’s α. Exploratory factor analysis was used to test the validity of the scale and further the hypothetical model was evaluated by structural equation modelling for adequacy of goodness-of-fit to sample data. <b>Result:</b> The resultant outcome showed that the proposed model was a good fit. <b>Conclusion:</b> The result concludes that the conceptualised domain of service quality and patients satisfaction could be measured successfully through the use of the 18 item instrument developed in this study. </p>

scholarly journals The Effects of Service Quality on Satisfaction and Purchase Intention in Mobile Commerce

2020 ◽  
Vol 15 (4) ◽  
pp. 36
Author(s):  
Nur Ain Mohd Paiz ◽  
Mass Hareeza Ali ◽  
Abdul Rashid Abdullah ◽  
Zuraina Dato Mansor
Keyword(s):  
Service Quality ◽  
Purchase Intention ◽  
Structural Equation ◽  
Mobile Commerce ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Proposed Model ◽  
The Relationship ◽  
Structured Questionnaire

The purpose of this study is to investigate the effect of service quality on the relationship between mobile shoppers&rsquo; satisfaction and purchase intention towards mobile commerce. The survey method was conducted with a structured questionnaire that was distributed to 385 mobile users in Malaysia which tested against a proposed model using partial least square structural equation modelling. The result confirms service quality affects mobile shoppers&rsquo; satisfaction and purchase intention directly. Furthermore, the result also affirms that mobile shoppers&rsquo; satisfaction mediates the relationship between service quality and purchase intention. This study will assist the mobile commerce industry to understand mobile shoppers&rsquo; behaviour in Malaysia.

scholarly journals Effect of Communication, Governance and Financial Capability on Service Quality and Lecturer Performance

2017 ◽  
Author(s):  
Syahrir DM ◽  
Murdifin Haming ◽  
Zainuddin Rahman ◽  
Junaiddin Zakaria
Keyword(s):  
Service Quality ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Equation Model ◽  
The Other ◽  
Financial Capability ◽  
Financial Capacity ◽  
Mediating Role ◽  
Insignificant Effect ◽  
Sample Data

The purpose of this study was to analyze the effect of communication, governance and financial capacity on service quality and lecturer performance. The population in this study is 2,381 lecturers in Makassar area, slovin formulation was used to obtain 342 lecturers as a sample. Data from the questionnaires were analyzed using Structural Equation Model using AMOS Ver. 18. The study found that the communication and governance positive and significant effect on service quality, financial capability has a negative and no significant effect on service quality. Communication and financial capability has a positive and significant effect on lecturers performance, while the governance positive and insignificant effect on lecturers performance. Service quality has a positive and significant effect on lecturers’ performance. Indirectly for variable i.e. service quality as a mediating role has a positive and insignificant in explaining the effect of communication on lecturer performance, Service quality as a mediating role has a positive and insignificant in explaining the effect of governance on lecturer performance. On the other section, service quality as a mediating role has a negative and significant in explaining the effect of financial capabilities on lecturer’s performance.

scholarly journals Verifying the moderating role of satisfaction on service quality and students’ accomplishment in ODL perspective

2019 ◽  
Vol 15 (1) ◽  
pp. 1-12 ◽  
Author(s):  
Maximus Gorky Sembiring ◽  
Gayuh Rahayu
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Goodness Of Fit ◽  
Population Sample ◽  
Equation Modeling ◽  
Content Type ◽  
Satisfaction Index ◽  
Performance Career ◽  
Moderating Role

Purpose Service quality and satisfaction in the ODL setting related to students’ accomplishments (performance, loyalty and career) were reconsidered. It was aimed at exposing the moderating role of satisfaction on service quality and accomplishment. It was also of interest to scrutinize how, in what routines determinants engaged interdepended. The paper aims to discuss these issues. Design/methodology/approach This study utilized an exploratory design. It was qualitatively identified first that service quality included tangible, empathy, assurance, reliability, responsiveness and referral factors. It preceded to satisfaction (perceived from academic, operational and managerial attitudes). Satisfaction led to accomplishment. Quantitatively, service quality, satisfaction and accomplishment were identified as independent, moderating, and dependent variables, respectively. Respondents, 500 Universitas Terbuka graduates, were randomly pursued to accumulate data by a survey. Methodically, importance-performance analysis (IPA) and customer-satisfaction index (CSI) were used to figure out satisfaction and their importance degree. Nine hypotheses were developed and examined using structural-equation modeling to visualize the loading factors. Findings Replies from 163 respondents were completed. Seven of nine hypotheses were validated. It was distinguished that reliability influencing satisfaction, they were empathy, assurance and responsiveness; excluding tangible and referral. Satisfaction influenced performance, career, and loyalty. IPA-CSI analysis recognized 15 (of 21) attributes as the pillars of service quality. Originality/value Despite the qualitative framework was improperly approved by quantitative procedure, they were methodically reliable. It was supported by the fact that nine cut-off values of goodness-of-fit requirements harmonized. Additional inquiry is therefore required to tail off variances by integrating a more appropriate approach, amplifying theoretical coverage, and/or extending population/sample size.

scholarly journals Nurses’ Patient-Centeredness and Perceptions of Care among Medicaid Patients in Hospital Obstetrical Units

2013 ◽  
Vol 2013 ◽  
pp. 1-7 ◽  
Author(s):  
Stephen J. Aragon ◽  
Liana J. Richardson ◽  
Wanda Lawrence ◽  
Sabina B. Gesell
Keyword(s):  
Structural Equation Modeling ◽  
Standard Deviation ◽  
Structural Equation ◽  
Goodness Of Fit ◽  
The United States ◽  
Equation Modeling ◽  
Patient Centeredness ◽  
Patients Satisfaction ◽  
Random Samples ◽  
Multigroup Structural Equation Modeling

Objective. This study examined to what degree patient-centeredness—measured as an underlying ability of obstetrical nurses—influenced Medicaid patients’ satisfaction with care in hospital obstetrical units.Design. Multigroup structural equation modeling design, using three cross-sectional random samples (n=300each) from the 2003 Press Ganey National Inpatient Database.Setting. Self-administered mail surveys.Participants. 900 Medicaid recipients recently discharged from inpatient hospital obstetrical units across the United States.Methods. Multigroup structural equation modeling was used to test the goodness of fit between a hypothesized model based on the Primary Provider Theory and patients’ ratings of nurses.Results. The model fitted the data well, was stable across three random samples, and was sustained when compared to a competing model. The patient-centeredness of nurses significantly influenced overall patient satisfaction and explained 66% of its variability. When nurses’ patient-centeredness increased by one standard deviation, patients’ satisfaction increased by 0.80 standard deviation.Conclusion. This study offers a novel approach to the measurement of the patient-centeredness of nurses and a paradigm for increasing it and its influence on Medicaid patients’ satisfaction in hospital obstetrical units.

scholarly journals Dynamic Capabilities as Determinants of Supply Chain Performance in Small to Medium Enterprises in Gauteng Province

2018 ◽  
Vol 10 (2(J)) ◽  
pp. 165-175
Author(s):  
Phathutshedzo David Lavhelani ◽  
Osayuwamen Omoruyi ◽  
Elizabeth Chinomona
Keyword(s):  
Supply Chain ◽  
Service Quality ◽  
Structural Equation ◽  
Dynamic Capabilities ◽  
Small And Medium Enterprises ◽  
The Body ◽  
Supply Chain Performance ◽  
Gauteng Province ◽  
Sample Data ◽  
Medium Enterprises

The objective of the study is to investigate dynamic capabilities, service quality and relationship longevity as determinates of supply chain performance in small to medium enterprises in Gauteng province by focusing on small and medium enterprises in the Vaal region. The study will contribute to the body of knowledge by addressing dynamic capabilities as determinates of supply chain performance in small to medium enterprises. The study employs a quantitative method of data collection. Permission was sought from SME owners. Once permission was granted, the questionnaires were sent out to SME owners. A total 425 participates were chosen to participate in this study. The researcher used the Statistical Package for the Social Sciences (SPSS 24.0) and Analysis of Moment Structures (AMOS 24.0) to analyse the data. Sample data from SME owners/managersof Vaal region was collected for the final data analysis of this project. The sample data were analysed by performing a confirmatory factor analysis (CFA) and structural equation modelling (SEM). The principal finding of this study reveals that dynamic capabilities, relationship longevity and service quality have an impact on supply chain performance. The conclusions and implications of the research findings are provided and recommendations are suggested. 

scholarly journals Using the Job Burden-Capital Model of Occupational Stress to Predict Depression and Well-Being among Electronic Manufacturing Service Employees in China

2016 ◽  
Author(s):  
Chao Wang ◽  
Shuang Li ◽  
Tao Li ◽  
Shanfa Yu ◽  
Junming Dai ◽  
...  
Keyword(s):  
Occupational Stress ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Goodness Of Fit ◽  
Statistical Significance ◽  
Well Being ◽  
Equation Model ◽  
Hunan Province ◽  
Electronic Manufacturing ◽  
Proposed Model

Background: This study aimed to identify the association between occupational stress and depression-well-being by proposing a comprehensive and flexible job burden-capital model with its corresponding hypotheses. Methods: For this research, 1618 valid samples were gathered from the electronic manufacturing service industry in Hunan Province, China; self-rated questionnaires were administered to participants for data collection after obtaining their written consent. The proposed model was fitted and tested through structural equation model analysis. Results: Single-factor correlation analysis results indicated that coefficients between all items and dimensions had statistical significance. The final model demonstrated satisfactory global goodness of fit (CMIN/DF=5.37, AGFI=0.915, NNFI=0.945, IFI=0.952, RMSEA=0.052). Both the measurement and structural models showed acceptable path loadings. Job burden and capital were directly associated with depression and well-being or indirectly related to them through personality. Multi-group structural equation model analyses indicated general applicability of the proposed model to basic features of such a population. Gender, marriage and education led to differences in the relation between occupational stress and health outcomes. Conclusions: The job burden-capital model of occupational stress-depression and well-being was found to be more systematic and comprehensive than previous models.

scholarly journals THE IMPACT OF PERCEIVED VALUE, DESTINATION SERVICE QUALITY, AND TOURIST SATISFACTION ON DESTINATION LOYALTY AMONG INTERNATIONAL TOURISTS VISITING MALAYSIA

2019 ◽  
Vol 4 (16) ◽  
pp. 10-26
Author(s):  
Mahadzirah Mohamad ◽  
Nur Izzati Ab Ghani ◽  
Muhamad Nasyat Muhamad Nasir
Keyword(s):  
Service Quality ◽  
Goodness Of Fit ◽  
Perceived Value ◽  
Tourism Industry ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Destination Loyalty ◽  
Tourist Satisfaction ◽  
Proposed Model ◽  
The Impact

The competitive situation and challenges within the tourism industry worldwide entailed a better understanding of destination loyalty’s determinants in achieving Malaysia’s aspiration to retain its international reputation as one of the most desirable tourist destinations in Asia. Literature proved that factors such as perceived value, service quality and tourist satisfaction could influence in improving destination loyalty. In view of this, there is a need to examine the influence of several constructs namely perceived value, service quality and tourist satisfaction that can contribute to the loyalty of international tourists towards Malaysia as it was suggested in the literature review. Therefore, the main objectives of this study were to examine the influence of perceived value and service quality on tourist satisfaction, which in turn would influence destination loyalty. In this study, tourist satisfaction was treated as the mediating variable. The proposed model was tested using structural equation modeling on a sample of 337 foreign tourists selected using a random sampling method. The study was conducted from August 2014 to October 2014. The proposed model achieved acceptable goodness-of-fit. The requirements for reliability and validity were also met. The results of the empirical study indicated that perceived value influenced tourist satisfaction and destination loyalty. In addition, the findings revealed that service quality had a significant effect on satisfaction. However, service quality had no significant effect on destination loyalty. Moreover, the findings indicated that tourist satisfaction had a full mediating effect on the relationship between service quality and destination loyalty. The study contributed to a better understanding of behavioral factors that would represent a sustainable source for increasing customer retention at the level of individual providers as well as a destination as a whole. Individual providers should focus on delivering quality services related to accommodation, information and facilities, health and hygiene, and shopping that were associated with the visitor’s travel experience. Aspects of perceived value identified in the study could be used as a strategic tool in managing tourism offerings which could enhance the destination’s competitive edge.

scholarly journals The relationship between service quality, client satisfaction, perceived value and client loyalty: a case study of Fly Emirates

2020 ◽  
pp. 219-238
Author(s):  
Ashraf Jahmani ◽  
Islam Bourini ◽  
Omar A. Jawabreh
Keyword(s):  
Service Quality ◽  
Airline Industry ◽  
Structural Equation ◽  
Client Satisfaction ◽  
Negative Relationship ◽  
Perceived Value ◽  
Quantitative Information ◽  
Equation Modeling ◽  
Proposed Model ◽  
The Relationship

La lealtad del cliente es uno de los mayores desafíos para la industria de las aerolíneas. Por eso, los profesionales de marketing están buscando información sobre cómo desarrollar la lealtad del cliente. Este estudio explorará la relación entre la calidad del servicio, la satisfacción del cliente, el valor percibido y la lealtad del cliente en la industria aérea. El propósito de este estudio es desarrollar e implementar un método para que la aerolínea identifique atributos que aumentarán la lealtad del cliente. Unos 384 encuestados participan en este estudio y los cuestionarios se distribuyeron al azar entre los pasajeros que viajaban en Fly Emirates. En particular, un enfoque deductivo adaptado para recopilar información cuantitativa específica para aceptar o rechazar la hipótesis. El estudio actual aplica el modelo de ecuación estructural SEM-PLS para investigar la relación entre los constructos en el modelo propuesto. Este estudio encontró que la calidad del servicio tiene una relación positiva en la satisfacción de los pasajeros y la lealtad del cliente. Por otro lado tiene una relación negativa en el valor percibido y la lealtad del cliente. Los resultados de este estudio indicaron que la calidad del servicio y la satisfacción del pasajero son factores importantes que afectan a la lealtad del cliente. En conclusión, Fly Emirates debe ser capaz de comprender la importancia de la calidad del servicio y la satisfacción del pasajero para cumplir con la lealtad del cliente y mejorar la calidad del servicio que es más importante en la industria de las aerolíneas. Client loyalty is one of the biggest challenges for the airline industry and marketers are seeking information on how to build client loyalty. This study will explore the relationship between service quality, client satisfaction, perceived value and client loyalty in the airline industry. The purpose of this study is to develop and implement a method for airline to identify attributes that will increase client loyalty. 384 respondents participate in this study and questionnaires were distributed randomly to passengers traveling by Emirates. In particularly a deductive approach adapted to collect specific quantitative information to accept or reject the hypothesis. Current study applies Structural Equation Modeling SEM-PLS to investigate the relationship among the constructs in proposed model. This study found that service quality has appositive relationship on passengers’ satisfaction and client loyalty and negative relationship on perceived value and client loyalty. The results of this study indicated that service quality and passenger's satisfaction are important factors effect of client loyalty. In conclusion Emirates must be able to understand the importance of service quality and passenger's satisfaction to fulfill the client loyalty and improve the service quality that make most significant in airline industry.

Double matching service preference for promoting short sea shipping: evidence from Taiwan

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Chi-Chang Lin ◽  
Yenming J. Chen ◽  
Jau-Wen Wang
Keyword(s):  
Service Quality ◽  
Purchase Intention ◽  
Structural Equation ◽  
Perceived Value ◽  
Purchase Intentions ◽  
Short Sea Shipping ◽  
Content Type ◽  
Market Values ◽  
Customer Perceived Value ◽  
Proposed Model

Purpose The attributes of services can be categorised as service quality and service preference. While studies have addressed the importance of service quality, shippers’ service preference and its relationship to perceived value and purchase intentions remain unexplored. Therefore, the purpose of this study is to propose a causal model in the context of short sea shipping services to investigate the influence of purchase intention through the shipper’s service preference and perceived value. Design/methodology/approach Structural equation modelling is applied to assess the empirical strength of the relationships in the proposed model. The model is validated through empirical testing by taking samples from shippers in Taiwan. Findings The results show that service attributes, namely, timing related, pricing related, warehousing, sales, door-to-door, information and advertising, positively affect shippers’ service preference. Service preference significantly affects customer perceived value as well as purchase intentions. Moreover, perceived value strongly affects purchase intentions. Originality/value Matching between the product offered and the diversified customer need is key to the business operation’s success. This study suggests that carriers should position themselves to both self-competence and market values.

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