The data on the quality of services, satisfaction, psychological commitment and oral advertising in clinical centers in Kermanshah

Abstract

These data were acquired to investigate the relationship between quality of services with satisfaction, psychological commitment and oral advertising among patients in selected clinical centers of Kermanshah University of Medical Sciences. A total of 420 patients referring to the health centers were agreed to participate, and 201 patients were selected finally using a simple random sampling. Data were collected by multiple questionnaires, including quality of service, satisfaction, psychological commitment and oral promotion. In order to check the reliability of questionnaires, Chronbach׳s alpha coefficients were calculated using 50 patients. Structural Equation Modeling was used to determine the relationship between quality of services with satisfaction, psychological commitment and oral advertising.

Specifications table

Subject area	Healthcare
More specific subject area	Hospital management
Type of data	Tables and Figures
How data were acquired	The data were obtained from 201 patients referring to the health centers of Kermanshah University of Medical Sciences.
Data format	Raw and analyzed
Experimental factors	Cronbach׳s alpha coefficients of questionnaires were calculated by distributing the questionnaires among 50 patients.
Experimental features	Data were collected by multiple questionnaires, including quality of service, satisfaction, psychological commitment and oral promotion.
Data source location	Kermanshah, Kermanshah province, Iran.
Data accessibility	Data are included in this article.
Related research article	A.M. Mosadeghrad, Factors influencing healthcare service quality, International journal of health policy and management. 3 (2014) 77–89[1].

Value of the data

• •The data can help hospital׳s managers to improve their quality of services.
• •The data can help researchers for understanding of factors influencing the quality of service in healthcare system.
• •These data will be useful for future studies regarding quality of service in hospitals.

1. Data

The number and percentage of the patients according to their gender and age are presented in Table 1. Most of the participants were women (54%) and in age range of 25–34 years old. In addition, Table 2 shows the descriptive statistics and Chronbach׳s alpha coefficient of variables. All of the sections had a Chronbach׳s alpha coefficient of greater than 0.79. Table 3 shows the results of structural equation modeling. The value of direct and indirect effects are presented in this Table, and the sum of these effects are shown as the “total effect”. The largest total effect belonged to the oral advertising. Fig. 1 shows the structural equation modeling at standard and significant situation. This Figure illustrates the visual format of the relationships between the variables.

Table 1.

Demographic characteristics of participants.

Characteristics	Number	Percent (%)
Gender
Male	94	46
Female	107	54
Age
18–24	47	23
25–34	62	31
35–44	46	23
45<	46	23

Table 2.

Descriptive statistics and Chronbach׳s alpha coefficient of variables.

Variable	Average	Standard deviation	Chronbach׳s alpha
Physical environment quality	3.31	0.57	0.83
Employee communication quality	3.29	0.62	0.83
Technical quality	3.37	0.58	0.83
Satisfaction	3.29	0.63	0.79
Psychological commitment	3.23	0.52	0.84
Oral advertisements	3.43	0.52	0.86

Table 3.

Results of structural equation modeling.

Independent variable	Dependent variable	Direct effect	Indirect effect	Total effect	T score
Quality of service	Satisfaction	0.44	–	0.44	3.54
Quality of service	Psychological commitment	0.37	0.37	0.74	2.87
Quality of service	Oral advertising	0.67	0.79	1.46	2.93

Fig. 1.

Standard structural equation modeling.

2. Experimental design, materials and methods

Three University hospitals in Kermanshah were selected for obtaining data. The patients referring to those hospitals were asked to participate. The inclusion criteria was an age over 18 years old, the ability to read and write, and be hospitalized at least for 24 h [2], [3], [4], [5], [6]. From 420 patients who agreed to participate, 201 patients were selected using a simple random sampling. All of these patients were aware of our objective. Ethical code was obtained from Kermanshah University of Medical Sciences.

Three standard questionnaires including “Quality of Service”, “Satisfaction”, and “Psychological Commitment & Oral Promotion” were used to acquire data for present study [7], [8]. Questions had a 7-point Likert scale from Disagree (1) to Completely agree (7). These questionnaires were translated to Persian language by two educated translators separately. The translators were expert in nursing and healthcare systems. To analyze content validity of questionnaires, we employed 10 experts in medical education and nursing, physician, etc. These experts approved the questionnaires. In order to check the reliability of questionnaires, Chronbach׳s alpha coefficients were calculated using 50 patients. The Chronbach׳s alpha coefficients [9] for all the three questionnaires were above 0.8. The patients were informed about our objectives, and we assured them to use the data anonymously and only for research purposes. The patients were instructed briefly about the types of questions and how to complete the questionnaires. For data extraction, a unique code was ascertained to each respondents. The number to each answer was extracted from the questionnaires and entered to a spreadsheet (Microsoft Excel 2013). Data analysis was done using SPSS v.21. Structural Equation Modeling was used to determine the relationship between quality of services with satisfaction, psychological commitment and oral advertising. Satisfaction, psychological commitment and oral advertising were considered as the independent variables against quality of service in clinical and educational centers, and their direct, indirect and total effect were estimated, and evaluated using T score.

Transparency document. Supplementary material

Supplementary material

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