Examination of the Cross-Validity of Customer Satisfaction Scale Based on Need Satisfaction: a Survey of Rehabilitation Services

• TANAKA Ryo

  Department of Physical Therapy, Faculty of Health Sciences, Hiroshima International University

• TOKAJI Akihiko

  Graduate School of Social Sciences, Hiroshima University

Bibliographic Information

Other Title

• 欲求の充足に基づく顧客満足測定尺度の交差妥当性の検討　　リハビリテーションサービスにおける調査研究
• ヨッキュウ ノ ジュウソク ニ モトズク コキャク マンゾク ソクテイ シャクド ノ コウサ ダトウセイ ノ ケントウ リハビリテーション サービス ニ オケル チョウサ ケンキュウ
• ─リハビリテーションサービスにおける調査研究─

Abstract

[Purpose] The purpose of the present study was to examine the cross-validity of the Customer Satisfaction Scale based on Need Satisfaction (CSSNS), which is currently being developed in the field of health-care services. [Subjects and Methods] The subjects were 287 individuals using rehabilitation services, of whom one group used the services of a medical institution (medical group, n = 206) and the other, a day-care institution (day-care group, n=81). Data collection was conducted using the questionnaire survey method. In order to examine the factorial invariance of the CSSNS, a multi-group analysis was conducted using the data of the two groups. Multi-group analyses were conducted on 15 items that were included in the oblique model of the CSSNS and were confirmed in previous studies. [Results] The results revealed that the two groups differed in terms of age and the period of using the service. In the case of the oblique model of the CSSNS, the values of factor loadings and the variance-covariance matrix of factors were found to be identical in the two groups and fitted the data (χ²(185)=293.775, p<.000, CFI=.949, RMSEA=.045, AIC=463.775). [Conclusion] The factorial invariance of the oblique model of the CSSNS was significant. Hence, the cross-validity of the CSSNS was confirmed in the oblique model.<br>

Journal

• Rigakuryoho Kagaku

  Rigakuryoho Kagaku 25 (1), 95-101, 2010

  The Society of Physical Therapy Science

Keywords

• customer satisfaction
• scale development
• cross-validity

Details

• CRID: 1390282679621372672
• NII Article ID: 130004432608
• NII Article ID: 120005436349
• NII Article ID: 10026345051
• NII Book ID: AN10472896
• DOI: 10.1589/rika.25.95
• ISSN: 24342807
• ISSN: 13411667
• NDL BIB ID: 10610001
• Web Site: https://hirokoku-u.repo.nii.ac.jp/records/1113
• Web Site: http://ir.lib.hiroshima-u.ac.jp/00033071
• Web Site: https://ndlsearch.ndl.go.jp/books/R000000004-I10610001
• Web Site: http://www.jstage.jst.go.jp/article/rika/25/1/25_1_95/_pdf
• Web Site: https://search.jamas.or.jp/link/ui/2010156277
• Text Lang: ja
• Data Source:
  • JaLC
  • IRDB
  • NDL
  • Crossref
  • CiNii Articles
• Abstract License Flag: Disallowed