Study on reliability and validity of the scale for evaluating patient satisfaction in Khanh Hoa province.

Abstract

Hospital quality under patients perceptions has been assessed by patient satisfaction surveys. Many studies on patient satisfaction have been conducted. However, validity and reliability of some scales have not been evaluated thoroughly. This study aims to examine a SERVPERF-model scale in evaluating patient satisfaction at Cam Ranh City Regional Hospital and Van Ninh District Hospital of Khanh Hoa province. Exploratory factor analysis was used to explore factors relating to the construct of patient satisfaction. Reliability, correlation and regression analyses were used to examine the reliability and validity of the scale. The result revealed a five-factor construct of patient satisfaction, consistent with the construct of the original SERVPERF. The scale has been obtained a high internal consistency (alpha = 0.88) and a confirmed validity.