Journal List > J Korean Acad Nurs Adm > v.20(4) > 1051756

TOOLS
Lee, Park, and Lee: Validity and Reliability of a Service Orientation Scale for Health Care Organization
Original Article

Journal of Korean Academy of Nursing Administration 2014; 20(4): 362-372.

Published online: 30 September 2014

DOI: https://doi.org/10.11111/jkana.2014.20.4.362

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

Myung Ha Lee1, Sook Kyoung Park1, Ok Joo Lee2

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 3 September 2014       Revised 15 September 2014       Accepted 22 September 2014

Copyright © 2014 Korean Academy of Nursing Administration

(open-access):

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.

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 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.

Keywords: Service orientation, Reliability, Validity

Figures and Tables

Table 1
Characteristics of Participants (N=283)
jkana-20-362-i001

OPD=Out patient department.

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

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

*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
Table 5
Correlations between SOS-HCO and Customer Orientation (N=283)
jkana-20-362-i005

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

References

1. Lytle RS, Hom P, Mokwa M. SERV*OR: A managerial measure of organizational service-orientation. J Retail. 1998; 74(4):455–489. http://dx.doi.org/10.1016/S0022-4359(99)80104-3.
2. Čater B, Žabkar V. Antecedents and consequences of commitment in marketing research services: The client's perspective. Int Mark Manag. 2009; 38:785–797. http://dx.doi.org/10.1016/j.indmarman.2007.10.004.
3. Lytle RS. Service orientation, Market orientation, and performance an organizational culture perspective [dissertation]. Phynix: Arizona University;1994. 22–38.
4. Woo YH, Hong MY. A Study on the service orientation measurement of civil affair administration on the basis of SERV*OR Scale. Korean Public Adm Rev. 2005; 39(3):251–274.
5. Schneider B, Parkington J, Buxton VM. Employee and customer perceptions of service in banks. Adm Sci Q. 1980; 25:252–267.
6. Lytle RS, Timmerman JE. Service orientation and performance: An organizational perspective. J Serv Mark. 2006; 20(2):136–147.
7. Lee TS, Ahn SH, Kang KD. A study on the service orientation of civil service organizations: The Assessment of Psychometric Properties of SERV*OR. Daehan J Bus. 2008; 21(3):1259–1285.
8. Kim SC, Lee HS. A study of service orientation, human resource satisfaction, customer orientation effects on performance in hospital. J Korean Soc Quality Manage. 2002; 30(2):11–25.
9. Yoon JL, Jang JS. The business of medical institutions and the impact on service-oriented. Daehan J Bus. 2012; 25(2):859–878.
10. Kang DS. A study on the effects of service orientation to customer orientations, employees satisfaction and service values in Medical Service Organizations. J Bus Res. 2009; 56:247–269.
11. Seo KW. A study on the effects of service orientation to business performance in medical service organizations: Focus on the general specialty medical treatment institutions [Dissertation]. Chungju: Chungju University;2007. p. 63–78.
12. Lee HT. Effect of local medical institutions' service orientation on their employees' job satisfaction, organizational commitment and customer orientation: Focusing on the Busan area. Korean J Local Gov Stud. 2013; 17(3):383–402.
13. Kim JY, Choi KS. The causal relationship among medical service orientation, hospital image and hospital performance. Korean J Account Res. 2005; 30:281–304.
14. Han JL. Factors affecting the organizational service orientation in hospital nursing [Dissertation]. Seoul: The Catholic University of Korea;2003. 17–47.
15. Shin HK. Organizational socialization of new staff nurses and its related factors [Dissertation]. Seoul: Yonsei University;2004. 20–45.
16. Lee EO, Lim NY, Park HE, Heo IS, Kim JY, Bae JE, et al. Nursing research & statistics. Paju: Soomoonsa;2009. p. 197–270.
17. Parasuraman A, Zeithml VA, Berry LL. SERVQUAL: A mutiple item scale for measuring consumer perception of service quality. J Retail. 1988; 64:14–40.
18. Moon HJ. Influence of organizational culture, service oriented culture, and cultural strength on customer orientation of hospital employees [master's thesis]. Gimhae: Injea University;2004.
19. Ha GC. The handbook of marketing research. Paju: Idambooks;2010. p. 173–174.
20. Babbie ER. The practice of social research. 11th ed. Belmont, CA: Thomson Wadsworth;2007. p. 238–239.
21. Kang YS, Choi EH. A study on the effects of service orientation on organizational performance in the long-term care facility for the elderly. Korean J Local Gov Adm Stud. 2012; 26(3):493–516.
22. Ware JE Jr, Gandek B. Methods for testing data quality, scaling assessments and reliability: The IQOLA project approach. J Clin Epidemiol. 1998; 51:945–952.
23. Franklin C, Streeter CL, Spriner DW. Validity of the FACES IV. family assessment measure. Res Soc Work Pract. 2001; 11(5):576–596. http://dx.doi.org/10.1177/104973150101100503.
24. Zeithmal VA, Leonard LB, Parasuraman A. The behavioral consequences of service Quality. J Mark. 1996; 60:31–46. http://dx.doi.org/10.2307/1251929.
25. Dienhart JR, Gregorie MB, Downey RG, Patrick KK. Service orientation of restaurant employee. Int J Hosp Manag. 1992; 11(4):331–346. http://dx.doi.org/10.1016/0278-4319(92)90050-6.
26. Sung TJ. Modern basic statistics. 6th ed. Seoul: Hakgisa;2011. p. 117–142.
TOOLS
Similar articles