Table 3.
Questionnaire Structure for Inpatients in the Quantitative Phase
| Dimension | Item | Code | References |
|---|---|---|---|
| Trust | This hospital has a good reputation | TRUST1 | Adopt from the qualitative result |
| Staff at the hospital are honest and trustworthy | TRUST2 | ||
| The staff of this hospital cares to solve the inpatients’ problems | TRUST3 | ||
| My health care provider offers me the highest quality in medical care | TRUST4 | ||
| Hospital commitment is to meet in-patient needs and satisfaction | TRUST5 | ||
| Function | Doctors fulfilled my expectation | FUNTI1 | Adopt from the literature17* |
| Reception personnel fulfilled my expectation | FUNTI2 | ||
| The cleanliness of the hospital fulfilled my expectation | FUNTI3 | ||
| Working time at the hospital fulfilled my expectation | FUNTI4 | ||
| Diagnostic examination at the hospital fulfilled my expectation | FUNTI5 | ||
| Emotion | Using services would make me feel/experience well after leaving | EMOTI1 | Adopt from the literature20** |
| I believe the hospital strives to do the best for inpatients | EMOTI2 | ||
| I believe the hospital knows what kind of experience inpatients want | EMOTI3 | ||
| Social influence | I found out that other inpatients always leave me a good impression of the hospital’s services | SOFLU1 | Adopt from the qualitative result |
| The presence of other inpatients does not affect the hospital’s ability to provide the best service | SOFLU2 | ||
| The hospital understands that other inpatients influence my comment about their services | SOFLU3 | ||
| Customer perceived value | The hospital provides high-quality services | PERVA1 | Adopt from the qualitative result |
| My effort to get to this hospital was well-deserved | PERVA2 | ||
| Overall, I was satisfied with this hospital fee | PERVA3 | ||
| The hospital offers a reasonable price for its services | PERVA4 | ||
| The hospital’s services are worth the money spent | PERVA5 | ||
| The hospital offered good value for my money | PERVA6 | ||
| Customer satisfaction | I am satisfied with the health care provided | SATIS1 | Adopt from the literature42*** |
| The hospital has met all our expectations | SATIS2 | ||
| Compared with other hospitals, the level of satisfaction was high | SATIS3 | ||
| Choosing this company has proven a wise decision | SATIS4 | ||
| Overall, I am satisfied with this hospital | SATIS5 | ||
| Revisit intention | I consider the organization the first choice among all healthcare service organizations in the area. | REVISI1 | Adopt from the literature43*** |
| We will continue to use the existing products and services and purchase additional product lines offered by this hospital | REVISI2 | ||
| We will keep in touch with employees of the company for future coverage | REVISI3 | ||
| Word of mouth | We will introduce this hospital to others | WOROFM1 | Adopt from the literature43*** |
| I seldom do more than mention the name of this service organization to others | WOROFM2 | ||
| We will tell people more about this company than any other insurance company | WOROFM3 | ||
| We will not miss the opportunity to tell others about this hospital | WOROFM4 | ||
| We will say good things about this hospital | WOROFM5 | ||
| We are proud to tell others about the products and services offered by this company | WOROFM6 |
Notes: *Adapted from: Budrevičiūtė A, Kalėdienė R, Bagdonienė L, Paukštaitienė R, Valius L. Perceptions of social, emotional, and functional values in patients with type 2 diabetes mellitus and their satisfaction with primary health care services. Primary Health Care Research & Development. 2019;20:e122.17 © The Author(s) 2019. Creative Commons Attribution licence (http://creativecommons.org/licenses/by/4.0/). **Reprinted from: Sweeney JC, Soutar GN. Consumer perceived value: The development of a multiple item scale. Journal of Retailing. 2001;77(2):203–220.20 Copyright 2001, with permission from Elsevier. ***Reprinted from: Ndubisi NO. Mindfulness, reliability, pre-emptive conflict handling, customer orientation and outcomes in Malaysia’s healthcare sector. Journal of Business Research. 2012;65(4):537–546.42 Copyright 2012, with permission from Elsevier. ****Adapted from: Nguyen N. Service quality, customer perceived value and repurchase intention in B2B professional service context – the case of general insurance sector in Vietnam [thesis]. Ho Chi Minh City: Vietnam National University; 2019. Available from: https://hcmiu.edu.vn/wp-content/uploads/2020/08/PhD-DISSERTATION-Nguyen-Xuan-Nhi-after-defense-compressed.pdf. Accessed October 8, 2021.43