J Korean Acad Nurs Adm.  2014 Sep;20(4):362-372. 10.11111/jkana.2014.20.4.362.

Validity and Reliability of a Service Orientation Scale for Health Care Organization

• Lee MH
• Park SK
• Lee OJ

• KMID: 2321252
• DOI: http://doi.org/10.11111/jkana.2014.20.4.362

Abstract

PURPOSE
The purpose of this research was to develop and test the validity and reliability of the Service Orientation Scale for Health Care Organization.
METHODS
The Service Orientation Scale for Health Care Organization, SERV*OR, was developed through forward-backward translation methods. Internal consistency and reliability, construct and criterion validity were calculated using SPSS Statistics WIN 17.0. Survey data were collected from 283 clinical nurses in a general hospital in J province.
RESULTS
The Service Orientation Scale for Health Care Organization showed reliable internal consistency with Cronbach's alpha's for the total scale ranging from .85~.91. Factor loading of the 30 items on four sub-scales ranged from .67~.83. The sub scales were named service leadership, service system, customer focus, and service control. Item convergent and discriminant validity were also established for the Service Orientation Scale for Health Care Organization. Criterion validity showed a significant correlation with customer orientation.
CONCLUSION
The findings of the study demonstrate that the Service Orientation Scale for Health Care Organization has satisfactory construct and criterion validity, and reliability and can be used to measure service orientation.

Keyword

Service orientation; Reliability; Validity

MeSH Terms

Delivery of Health Care*
Hospitals, General
Leadership
Reproducibility of Results*
Weights and Measures

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