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Original Article

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

Myung Ha Lee1, Sook Kyoung Park1, Ok Joo Lee2
Journal of Korean Academy of Nursing Administration 2014;20(4):362-372.
Published online: September 30, 2014

1College of Nursing, Chonbuk National University, Korea.

2Department of Nursing, Kunjang University, Korea.

Corresponding author: Park, Sook Kyoung. College of Nursing, Chonbuk National University, 567 Baekje-daero, deokjin-gu, Jeonju 561-756, Korea. Tel: +82-63-270-3104, Fax: +82-63-270-3127, psk68309@naver.com
• Received: September 3, 2014   • Revised: September 15, 2014   • Accepted: September 22, 2014

Copyright © 2014 Korean Academy of Nursing Administration

This is an open access article distributed under the terms of the Creative Commons Attribution Non-Commercial License (http://creativecommons.org/licenses/by-nc/3.0/), which permits unrestricted non-commercial use, distribution, and reproduction in any medium, provided the original work is properly cited.

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  • 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 α'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.
  • Key Words: Service orientation; Reliability; Validity
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Table 1
Characteristics of Participants (N=283)
jkana-20-362-i001.jpg

OPD=Out patient department.

Table 2
Results of factor analysis of SOS-HCO (N=283)
jkana-20-362-i002.jpg

SOS-HCO=Service Orientation Scale for Health Care Organization.

Table 3
Inter-Subscale Correlations and Reliability Coefficients of Each Subscale (N=283)
jkana-20-362-i003.jpg

*Cronbach's α.

Table 4
Multitrait/Muti-item Matrix (Correlation Matrix Corrected for Overlap) for Item Convergent and Item Discriminant (N=283)
jkana-20-362-i004.jpg
Table 5
Correlations between SOS-HCO and Customer Orientation (N=283)
jkana-20-362-i005.jpg

SOS-HCO=Service Orientation Scale for Health Care Organization.

Figure & Data

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      Validity and Reliability of a Service Orientation Scale for Health Care Organization
      J Korean Acad Nurs Adm. 2014;20(4):362-372.   Published online September 30, 2014
      DOI: https://doi.org/10.11111/jkana.2014.20.4.362
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      Validity and Reliability of a Service Orientation Scale for Health Care Organization
      J Korean Acad Nurs Adm. 2014;20(4):362-372.   Published online September 30, 2014
      DOI: https://doi.org/10.11111/jkana.2014.20.4.362
      Close
      Validity and Reliability of a Service Orientation Scale for Health Care Organization
      Validity and Reliability of a Service Orientation Scale for Health Care Organization

      Characteristics of Participants (N=283)

      OPD=Out patient department.

      Results of factor analysis of SOS-HCO (N=283)

      SOS-HCO=Service Orientation Scale for Health Care Organization.

      Inter-Subscale Correlations and Reliability Coefficients of Each Subscale (N=283)

      *Cronbach's α.

      Multitrait/Muti-item Matrix (Correlation Matrix Corrected for Overlap) for Item Convergent and Item Discriminant (N=283)

      Correlations between SOS-HCO and Customer Orientation (N=283)

      SOS-HCO=Service Orientation Scale for Health Care Organization.
      Table 1 Characteristics of Participants (N=283)

      OPD=Out patient department.

      Table 2 Results of factor analysis of SOS-HCO (N=283)

      SOS-HCO=Service Orientation Scale for Health Care Organization.

      Table 3 Inter-Subscale Correlations and Reliability Coefficients of Each Subscale (N=283)

      *Cronbach's α.

      Table 4 Multitrait/Muti-item Matrix (Correlation Matrix Corrected for Overlap) for Item Convergent and Item Discriminant (N=283)

      Table 5 Correlations between SOS-HCO and Customer Orientation (N=283)

      SOS-HCO=Service Orientation Scale for Health Care Organization.

      Table 1

      Table 2

      Table 3

      Table 4

      Table 5

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