Table 1

Factor naming and reliability analysis results of all the constructs
Construct/ variable Operational definition Cronbach’s α ( > .6) References
Interpersonal-Based Medical Service Encounter [1,2]
Professional Personnel Patients’ perceptions of the medical professional skill and communication attitude of the physicians and nurses in the service encounter. 0.92
General Administrative Personnel Patients’ perceptions of the communication attitude, sympathy, and empathy of the general service personnel in the service encounter. 0.89
Environment and Space (Physical Symbol) Patients’ perceptions of the other tangible factors that may help the implementation of medical service in the service encounter. 0.90
Service Quality [34,35]
Response Hospital’s capabilities of providing services that instantly and rapidly respond to patients’ demands in the service encounter. 0.88
Reliability Hospital’s capabilities of providing services that correctly delivery the service requested by patients in the service encounter. 0.90
Assurance Hospital’s capabilities of providing services that really earn patients’ confidence in the service encounter. 0.93
Patient Trust [19,36]
Patient Trust Patients’ perceptions of the confidence in the reliability and integrity of medical service in the service encounter. 0.91
Patient Satisfaction [37,38]
Patient Satisfaction The psychological state of patient involves their positive or negative feelings or attitudes toward their experience and some specific aspects in the service encounter. 0.91

Chang et al.

Chang et al. BMC Health Services Research 2013 13:22   doi:10.1186/1472-6963-13-22

Open Data