Table 2.
Validity and reliability of questionnaire constructs and items
| 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 |
Service quality = facilities and environment, service procedures, physician, nurse, and administrative personnel
CR Construct reliability, AVE Average variance extracted, Satisfies CR > 0.7, AVE > 0.5