The Reliability of Satisfaction Questionnaire According to Item Arrangement

Choi, Kui-Son; Cho, Woo-Huyn; Hong, Jae-Seok; Lee, Sunhee; Kang, Myungguen

Journal of Korean Society Quality Assurance Health Care 2000;7(2): 180.
Published online December 30, 2000.

환자만족도 조사설문지의 설문문항 배열에 따른 신뢰도 분석

최귀선¹, 조우현², 홍재석³, 이선희¹, 강명근¹

¹이화여자대학교 의과대학 예방의학교실
²연세대학교 의과대학 예방의학교실
³연세대학교 대학원 보건학과

The Reliability of Satisfaction Questionnaire According to Item Arrangement

Kui-Son Choi¹, Woo-Huyn Cho², Jae-Seok Hong³, Sunhee Lee¹, Myungguen Kang¹

¹Department of Preventive Medicine, Ewha Womans University College of Medicine
²Department of Preventive Medicine, Yonsei University College of Medicine
³Department of Public Health, The Graduate School, Yonsei University

Abstract

Objectives
The purpose of this study was to evaluate the reliability of questionnaire according to item arrangement on patient satisfaction questionnaire.
Methods
We developed the two types of questionnaire with different item arrangement. In the first type (A), questions were arranged according to medical service dimensions. Questions in the second type (B) were arranged according to medical process. Both questionnaires were composed of six dimensions: physical environments, process, competence, courtesy, information giving, understanding patients. Measurements were performed on a 5-score Likert scale. In an outpatients and inpatient survey, total 777 patients answered the type A (outpatients: 257, inpatients: 128) or Type B (outpatients: 257, inpatients: 135). In order to compare the internal consistency of two types. Cronbach's ${alpha}$ were calculated. Multiple regression analysis was also performed to know which type of questionnaire explain more of the overall satisfaction.
Results
In outpatient survey, type A questionnaire showed higher internal consistency than B except physical environments dimension. Also in inpatient survey, type A had higer internal consistency than B in four dimensions(process, competence, courtesy, understanding patients). In the results of multiple regression analysis, type A questionnaire ($R^2$=0.53) explained more of the variation in overall satisfaction then B questionnaire ($R^2$=0.43) in outpatient survey. In inpatient survey, type B questionnaire ($R^2$=0.40) explained, more of the variation in overall satisfaction than type A questionnaire ($R^2$=0.33).But the difference of R was not significant in inpatient survey.
Conclusion
The results of this study support that type A questionnaire has higer reliability in assessment of consumer satisfaction than type B.

Key words Patient satisfaction;Reliability;Item arrangement;