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Table 2 Validity and reliability of questionnaire constructs and items

From: Quality of medical service, patient satisfaction and loyalty with a focus on interpersonal-based medical service encounters and treatment effectiveness: a cross-sectional multicenter study of complementary and alternative medicine (CAM) hospitals

Construct (dimension)/Question item Standard factor loading AVE CR Cronbach’s alpha
Facilities and Environment   0.696 0.900 0.820
 3. Hospital indoor temperature (air conditioning/heating) and ventilation was satisfactory. 0.806    
 4. The hospital was clean and pleasant overall. 0.881    
 5. The hospital was well-equipped with amenities (e.g. cafe, drink vending machine, water purifier, waiting space, cash machine). 0.678    
 6. On-site hospital facilities were easy to locate (e.g. consultation room, diagnostic imaging department, physical therapy room, restroom). 0.606    
Service procedures   0.635 0.932 0.889
 1. Making appointments was convenient. 0.707    
 2. I was able to make appointments on the date and time I wanted. 0.705    
 3. Staff was prompt in receiving and returning phone calls. 0.765    
 4. The registration procedure for consultations was convenient. 0.820    
 5. Adequate information on waiting time was given in advance. 0.683    
 6. Waiting time duration of examination and treatment were acceptable. 0.597    
 7. The payment process was convenient. 0.790    
 8. Payment receipt items were easy to understand. 0.690    
Physician   0.887 0.979 0.946
 1. The physicians were neat and tidy in appearance. 0.850    
 2. The physicians were kind and courteous. 0.864    
 3. Information on treatment was always given by physicians in advance. 0.864    
 4. The physicians were attentive to my conversation (queries). 0.890    
 5. The physicians gave sufficient explanation on symptoms and treatment plans that were easy to comprehend. 0.851    
 6. The physicians commanded sufficient professional knowledge. 0.876    
Nursing staff   0.878 0.973 0.939
 1. Nursing staff were neat and tidy in appearance. 0.893    
 2. Nursing staff were kind and courteous. 0.901    
 3. Nursing staff were attentive to my conversation (queries). 0.901    
 4. Nursing staff gave sufficient explanation on symptoms and treatment plans that were easy to comprehend. 0.857    
 5. Nursing staff commanded sufficient professional knowledge. 0.812    
Administrative personnel   0.901 0.978 0.954
 1. Administrative personnel were neat and tidy in appearance. 0.845    
 2. Administrative personnel were kind and courteous. 0.921    
 3. Administrative personnel were attentive to my conversation (queries). 0.941    
 4. Administrative personnel gave sufficient explanation on symptoms and treatment plans that were easy to comprehend. 0.913    
 5. My queries (demands) were promptly taken care of. 0.877    
Treatment effectiveness   0.887 0.959 0.935
 1. Treatment was effective. 0.898    
 2. Treatment was reliable. 0.933    
 3. Treatment and prescriptions were appropriate. 0.902    
Patient satisfaction     
 1. I was satisfied with this hospital overall.     
Loyalty (Intent to revisit)   0.532 0.693 0.760
 1. I intend to continue using this hospital. 0.710    
 2. I would recommend this hospital to others. 0.864    
  1. Service quality = facilities and environment, service procedures, physician, nurse, and administrative personnel
  2. CR Construct reliability, AVE Average variance extracted, Satisfies CR > 0.7, AVE > 0.5