A Confirmatory Factor Analysis of the Decision Making to Use Service of Sub-District Health Promotion (SDHP) Hospital in Nakhon Si Thammarat Province, Thailand
Article Sidebar
Main Article Content
Abstract
The objectives of this research were 1) to conduct a confirmatory factor analysis of the decision making to service quality of Sub-District Health Promotion (SDHP) Hospital in Nakhon Si Thammarat Province, Thailand; 2) to validate a decision making to service quality model using empirical data. A sample size of 670 service users of SDHP was selected. The research instrument used was a questionnaire with a five-rating scale and reliability coefficient of 0.95. The model was validated using SPSS program for basic statistics and a confirmatory factor analysis was performed through LISREL program version 8.82. The major findings were as follows; (1) The decision making to service quality of SDHP consisted of five factors. The order of factor loading values was as follows, tangibility (γ1 = 0.99, p < .05) had the highest value, or tangibility affected decision making to service quality of SDHP the most frequently. This was followed by reliability (γ2 = 0.90, p < .05), responsiveness (γ3 = 0.83, p < .05), assurance (γ4 = 0.70, p < .05) and empathy (γ5 = 0.46, p < .05) respectively and (2) The model of decision making to service quality of SDHP was found to agree with empirical data. Chi-square goodness of fit test value was 279.73 with 100 degrees of freedom, GFI = .95, CFI = .96, AGFI = .93, SRMR = .05 and RMSEA = .05.
Downloads
Article Details
All rights reserved. Apart from citations for the purposes of research, private study, or criticism and review,no part of this publication may be reproduced, stored or transmitted in any other form without prior written permission by the publisher.
References
Adebayo, E. T., Adesina, B. A., Ahaji, L. E. and Husein, N. A. (2014) Patient assessment of the quality of dental care services in a Nigerian hospital. Journal of Hospital Administration 3(6): 20-28.
Aghamolaei, T., Eftekhaari, T. E., Rafati, S., Kahnouji, K., Ahangari, S., Shahrzad, M. E., Kahnouji, A. and Hoseini, S. H. (2014) Service quality assessment of a referral hospital in Southern Iran with SERQUAL technique: Patient’s perspective. BMC Health Service Research 14(1): 322-326.
Buzzell, R. D. and Gale, B. T. (1987) The PIMS Principle: Linking Strategy to Performance. New York: The Free Press.
Donabedian, A. (1980) Explorations in Quality Assessment and Monitoring: Vol. I. The Definition of Quality and Approaches to Its Assessment. Ann Arbor, MI: Health Administration Press.
Fitzsimmons, J. A. and Fitzsimmons, M. J. (2004) Service Management: Operations, Strategy and Information Technology. 4th ed. Boston, MA: McGraw-Hill/ Irwin.
Gronroos, C. (2001) Service Management and Marketing: A Customer Relationship Management Approach. Chichester: Willey.
Irfan, S. M., Ijaz, A. and Farooq, M. M. (2012) Patient satisfaction and service quality of public hospitals in Pakistan: An empirical assessment. Middle-East Journal of Scientific Research 12(6): 870-877.
Kaushal, K. S. (2016) The measurement of perceived service quality of patients in the government districts hospital in Eastern Uttar Pradesh. International Journal of Commerce and Management 10(1): 39-50.
Kazemi, N., Ehsani, P., Abdi, F. and Bighami, M. K. (2013) Measuring hospital service quality and its influence on patient satisfaction: An empirical study using structural equation modeling. Management Science Letters 3(7): 2125-2136.
Kitlertpairote, W. (2005) Service Marketing. Bangkok: Se-education. (in Thai)
Kotler, P. and Andreasen, A. R. (1987) Strategic Marketing for Nonprofit Organization. New Jersey: Prentice Hall.
Kotler, P. and Keller, K. L. (2012) Marketing Management. 14th ed. New Jersey: Pearson Prentice Hall.
Kuester, S. (2012) MKT 301: Strategic Marketing & Marketing in Specific Industry Contexts. Mannheim: University of Mannheim.
Ministry of Public Health. (2018) Handbook of development guideline for Tid Dao Sub-District Health Promotion Hospital (SDHP). Nonthaburi: The Printing Office of War Veterans Organization of Thailand. (in Thai)
Parasuraman A., Zeithaml V. A. and Berry, L. L. (1985) A conceptual model of service quality and its implications for future research. Journal of Marketing 49(4): 44-59.
Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1988) SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing 64(1): 12-40.
Rehaman, B. and Husnain, M. (2018) The impact of service quality dimensions on patient satisfaction in the private healthcare industry in Pakistan. Journal of Hospital & Medical Management 4(1): 1-8.
Schiffman, L. G, and Kanuk, L. L. (2007) Consumer Behavior. 9thed. Saddle River, NJ: Pearson Prentice Hall Global.
Schiffman, L. G. and Kanuk, L. L. (2010). Consumer Behavior. 10thed. United State of America: Pearson Education, Inc.
Shafiq, M., Naeem, M. A., Munawar, Z. and Fatima, I. (2017) Service quality assessment of hospitals in Asian context: An empirical evidence from Pakistan. The Journal of Health Care Organization, Provision, and Financing 54: 1-12.
Starfield, B., Shi, L. and Macinko, J. (2005) Contribution of primary care to health systems and health. The Milbank Quarterly 83(3): 457-502.
Untachai, S. (2013) Modeling service quality in hospital as a second order factor, Thailand. Procedia-Social and Behavioral Sciences 88: 118-133.
Yousapronpaiboon, K. and Johnson, W. C. (2013) Out-patient service quality perceptions in private Thai hospitals. International Journal of Business and Social Science 4(2): 57-66.
Zeithaml, V. A., Bitner, M. J., and Gremler, D. D. (2003) Services Marketing: Integrating Customer Focus Across the Firm. 4th ed. Singapore: McGraw-Hill.