Confirmatory Factor Analysis of Service Satisfaction Assessment in Cancer Outpatient Department
Keywords:
Service satisfaction, Cancer patients, Confirmatory factor analysisAbstract
The purpose of this study was to develop service satisfaction element in cancer patients and to examine the confirmatory factor analysis of service satisfaction in cancer patients. The samples were derived by patients or relatives who were receiving services in an outpatient department during office hours in a specialized cancer hospital. The data were collected by using a standardized service satisfaction questionnaire. The confirmatory factor analysis was performed. The test result showed an empirical model which was well fit ( = 128.81, df = 51, p-value < 0.001, /df = 2.22, GFI = 0.98, AGFI = 0.96, CFI = 1.00, standardized RMR = 0.023, RMSEA = 0.041). The finding revealed 5 elements that affecting service satisfaction. Those were quality of service, patient expectations, staff expression hospital surroundings and reputation. Therefore, the element of service satisfaction can be used to evaluate service satisfaction among cancer patients.
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