assessing the perceived quality towards health services: an empirical investigation on public...
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Research ArticleTRANSCRIPT
Zarqa Journal for Research and Studies in Humanities Volume 13 No 1 2013
31
Assessing thePerceived Quality towards Health Services An Empirical Investigation on Public Hospitals Affiliated to the
Syrian Ministry of Health in Damascus
Dr Ali Bassam Mahmoud
Higher Institute of Business Administration (HIBA) Damascus Syria AbstractThe assessment of health service quality is considered one of the key indicators used by decision makers in the process of enhancing the quality of the health services provided in hospitals This study aims at investigating the dimensionality of the perceived quality of health services in respect to patients perspectives being treated at public hospitals in Damascus as suggested by Haddad et al (1998b) The present study aims also at assessing patients perception towards the quality of health services provided at the public hospitals affiliated to the Syrian ministry of health in Damascus A survey has been conducted using the tool of questionnaire Consequently (677) valid responses were extracted Using the technique of Confirmatory Factor Analysis as one procedure of Structural Equation Modeling the results come to confirming the good fitting of Haddad et al (1998b) model for the dimensionality of Perceived Quality towards Health Service That is Perceived Quality towards Health Service is a multi-dimensional three-factor variable (ie Health Care Health Personnel and Health Facilities) One-sample T-test was used to assess the perceived quality The results have indicated that patients perceive positively the three dimensions of health service quality This positive perception towards the quality of health services provide by public hospitals rhymes with the efforts of Syrian ministry of health regarding its program for reforming the health sector KeywordsHealth Marketing Quality Health Service Perceived Quality
Received July 6 2011 Accepted August 16 2012
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32
ŗƒšŮƃŒŗƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƃŒƅƒƍƀřƏŰŧƆƃŒŧŲƈŗƌŞƍƇƆŗƒƈŒťƒƆŗŪŒŧťƑż ƃŒƑżœŬƆŗƆœŶƃŒŗšŮƃŒŖŧŒŨƍƃŗŶŕœřƃŒžŬƆťŗƈƒťƆƑż
ũƏśƄŧƅŔŧƏƈţƈƇŕŬŗƓƆŷ
ŧƎŸƈƅŔƔũƏŬƀŮƈŧiquestŕƈŷƗŔŘũŔŧƙƓƅŕŸƅŔŕ
ƃŒŭŤƄƆ ŸƔĉŧ ƇƔƏƂś ŘŧƏŠ ŚŕƈŧŦƅŔ řƔţŰƅŔ Ɖƈ ŚŔũŮŎƈƅŔ řƈŕƎƅŔ ƓśƅŔ ŧƊśŬƔ ŏŕƎƔƅ ŵŕƊŰ ũŔũƂƅŔ Ɠž řƔƆƈŷ ũƔƏųś ŘŧƏŠ ŚŕƈŧŦƅŔ řƔţŰƅŔ Ɠž ƓžŕŮƈƅŔŕƎƊƔŬţśƏŽŧƎś ƋŨƍ řŬŔũŧƅŔ řƈŧŦƆƅřƄũŧƈƅŔ ŘŧƏŠƅŔũƔżśƈ ŕƎƔƅŏ ƇŬƂƊƔƓśƅŔ ŧŕŸŗƗŔŧƔŧţśũŴƊřƎŠƏƉƈřƔţŰƅŔ ƑŲũƈ
ĻŔŧŕƊśŬŔƃƅŨƏƀŮƈŧřƊƔŧƈƓžřƈŕŸƅŔƓžŕŮƈƅŔŏŞŨƏƈƊƑƅHaddad et al1998bƑƅŏřŬŔũŧƅŔƋŨƍƑŸŬśŕƈƄ ƇƔƏƂś ŘŧƏŠƅŔ řƄũŧƈƅŔ Ɖƈ ƑŲũƈƅŔ ŚŕƈŧŦƆƅ řƔţŰƅŔ řƈŧƂƈƅŔ Ɠž ƓžŕŮƈƅŔ řƈŕŸƅŔ řŸŗŕśƅŔ ŘũŔŪƏƅ řţŰƅŔ Ɠž řƊƔŧƈ ƀŮƈŧƒũĆŠEcircŌŧƁƏ ʼnŕŰƂśŬŔƇŔŧŦśŬŕŗ řƊŕŗśŬƛŔ
ŜƔţ űŦƈś ƌƊŷ ŘũŕƈśŬŔ řţƅŕŰ iquestƔƆţśƆƅ ƒŧƔƄƏśƅŔƓƆƈŕŸƅŔ iquestƔƆţśƅŔ ƇŔŧŦśŬŕŗƏConfirmatory Factor Analysis ƉƈŲřƔƆƔƄƔƎƅŔřƅŧŕŸƈƅŔřŠŨƈƊşƎƊƈStructural Equation ModelingřŬŔũŧƅŔŚƆŰƏśŞŨƏƈƊŧƔƄōśƑƅŏHaddad et al1998b ŜƔţ
ƉŏŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔũƔżśƈƏŧŕŸŗƗŔŧŧŸśƈũƔżśƈƏƍřƔţƕŔŧŕŸŗƗŔƑƅŏřƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇŬƂƊśśřƔ řƔŕŷũƅŔŘŧƏŠřƔţŰƅŔ ƏƓŗųƅŔ ũŧŕƄƅŔ ŘŧƏŠ ƏřƔţŰƅŔ ƀžŔũƈƅŔ ŘŧƏŠ ĆŬŔ ŕƈƄŁśŇŦĊŧŘŧƏŠƅŔ ƇƔƏƂśƅ ŘŧţŔƏƅŔ řƊƔŸƆƅŚƊŧƏśŬ ũŕŗśŦŔ Ƈ řƈŧŦƆƅ řƄũŧƈƅŔ
ƑƅŏşœŕśƊƅŔŚũŕŮŌŜƔţƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔţŰƅŔ ƉŌ ƑŲũƈƅŔ ƉƏƄũŧƔ iquestƄŮŗ ƓŗŕŠƔŏ ŘŧƏŠ řƈŧŦƅŔ řƔţŰƅŔ řŝƜŝƅŔŕƍŧŕŸŗōŗ ŔŨƍƏƓţŰƅŔŵŕųƂƅŔũƔƏųśƅŕƎŠƈŕƊũŗƓžřƔũƏŬƅŔřţŰƅŔŘũŔŪƏŧƏƎŠŶƈƇŠŬƊƔ
ƃŒŘœƆƄƂƃŒŗƒšœřŽƆƓţŰƅŔƀƔƏŬśƅŔřƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔŘŧƏŠƅŔ
ťƔũŕśŔŜţŗƅŔƇƜśŬŜţŗƅŔiquestƏŗƁťƔũŕśƏ
ŗordmordmƆťƀƆƃŒƉƈƇŻũƅŔƑƆŷƓžƇŕƈśƍƛŔʼnŧŗŚƆśƓśƅŔřƔƊƈŪƅŔŘũśſƅŔiquestƏų
ŜţŗƅŔƉŌƛŏ ųŬŗƈƅŔƏ ƇŕŸƅŔ ŕƎƈƏƎſƈŗ ŘŧƏŠƅŔƓžŜţŗƅŔƏ řŗŕśƄƅŔŚŕƈŧŦƅŔ iquestŕŠƈ ƓžřƔţŰƅŔ ŚŕƈŧŦƅŔ Ɠž ĻŔŧƔŧţśƏ ƛƔiquestŔŪ
ĻŕŷƏŲƏƈĻŕŝƔŧţ Ƈŕŷ Ƒśţ ƌţƈƜƈ ũƎŴś ƇƅƏŕƈŧƊŷƃƅŕƊƍŚţŗŰŌƈŠƈƓžŘŧƏŠƅŔƀƔŗųśŘũƏũŲƅŘƏŷŧŚŕƈŧŦƅŔiquest
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řƔţŰƅŔřƈŧŦƅŔŘŧƏŠƇƔƏƂśƓžřƈŕƎƅŔŶƔŲŔƏƈƅŔƉƈJenkinson
et al 2002ũƏũƈƅŔ ũƏŧƉŷƃƔƍŕƊ ŗřƔţŰƅŔ řƈŧŦƅŔ řŗũŠśƜŸƅŕŗƇŔŪśƅƛŔŜƔţƉƈƑŲũƈƅŔƃƏƆŬƓžiquestƈŕŸśƅŕŗũŔũƈśŬƛŔƏŞ
řƔţŰƅŔ řƈŧŦƅŔ ŧƏŪƈ ŶƈƌŬſƊŚŕŠũŦƈƅŔƏ řƔţŰƅŔ řƅŕţƅŔƏ řƔŗųƅŔSofaer amp Firminger 2005 Wilde-Larsson amp
Bergstrom 2005
Ɠž řƔţŰƅŔ ŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔ ƇƔƏƂśƅ ƓƊŸžŧ ŕƈ ƉŏƏƍƀŮƈŧřƊƔŧƈƓžřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔřƈŕŸƅŔƓžŕŮƈƅŔŖŕŗŬƗŔ
ƕŔśřƔ iquestƄiquestŔƏƈƗŔƉƈŘŧƔŔŪśƈƏŘũƔŗƄźƅŕŗƈřƔũƏŬƅŔřƈƏƄţƅŔũƈŝśŬś
ƓţŰƅŔŵŕųƂƅŔƓžƇŕŷƇŕŷƓſžŘũŔŪƏřŰţŚżƆŗ řŗŬƊ řƈŕŸƅŔ řƊŪŔƏƈƅŔ Ɖƈ řţŰƅŔ ƈƅŔŎŚŔũŮ
řƔţŰƅŔŘŧŷiquestŔƏƈƗŔ ƋŨƍƉƈřƈƏƄţƅŔŽŧƎśŜƔţũƏƈŌŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ũƔƏųś ŕƍŧţŌƓž řƈŧƂƈƅŔ řƔţŰƅ
řƈŕŸƅŔƓžŕŮƈƅŔ ŧƔŧţś Ɠž ŚŕƈŧŦƅŔ ŘŧƏŠƅ ƑŲũƈƅŔ ƃũŔŧŏ řƔƈƍŌƇƄţƅŔƑƆŷ
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ŘŧƏŠƅŔƇƔƏƂśřƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
33
ŗƀŕœŪƃŒŘœŪŒŧťƃŒūŃũąŧƅŔ Ɠž řƄũŧƈƅŔ ŘŧƏŠƅŔ ŵƏŲƏƈũƔŝƄƓž ŜŕţŗƗŔ Ɖƈ
řƈũŰƊƈƅŔřŝƜŝƅŔŧƏƂŸƅŔParasuramn et al 1985 1988 1991 1993 1994a 1994b Zeithaml et al 1985 1990 1993 1996 Thomas amp Penchansky 1984 Dutton et al 1985 Lim amp Tang 2000 Srenivas amp Prasad 2003 Bos et al 2005 Kilincer amp Zileli 2006 Jawahar 2007 Elleuch 2008 Naidu 2009
Gill amp White 2009Ə ƓƆŷƏ ƇƏũŮŦƅŔƏƉŕųƆŬ Ə ƓŗŷŪƅŔƏ ƓƄũƄƅŔƏ ŞŔũſƅŔ
ƏũƏŮŕŷřƅŧŕŗŸƅŔƏŨƏŕƎƈƔƏƂśƏŕƎſƔũŸśƅřƅƏŕţƈƓžƃƅƅŔ řƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔ ŽƔũŸś ƉƄƈƔƏ ŕƎƊōŗ řƔţŰƇƔƏƂśƅŔ
űƔũƈƅŔŽƁƏƈ ƏŌűƔũƈƆƅ iquestƈŕŮƅŔĉƔƈśƅŔ ƏŌ ƇŕŸƅŔ ƀƏſśƅŔ iquestŕƔţŪřƈŧƂƈƅŔřƈŧŦƆƅParasuramn et al 1988
ŕƈŌNakijima ũŕŮŌ ŧƂžŏřƈŧŦƅŔ ŘŧƏŠ ƉŌ ƑƅƓƍřƔţŰƅŔƉŷŘũŕŗŷƀƂţƔŖƏƆŬōŗřƔŗųƅŔŚŕƔƊƂśƅŔƏƇƏƆŸƅŔƀƔŗųś
řƈŕŸƅŔ řţŰƆƅ ŘŧŕſśŬŔ ƑŰƁŌũųŕŦƈƆƅ űũŸśƅŔ ŘŧŕƔŪ ƉƏŧNakijima 1997 33
ŢŲƏŌƏKotler amp ArmstrongřƈŧŦƅŔŘŧƏŠƉōŗ Ɠƍ řƔţŰƅŔřƈŴƊƈƅŔ ŕƎƈŧŦśŬś ƓśƅŔ ƀœŔũųƅŔ iquestŕƄŮŌ Ɖƈ iquestƄŮ
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ũŔũƈśŬŕŗŕƎƊƔŬţśƏřƔţŰƅŔřƔŕŷũƅŔŚŕƈŧŦƇƔŧƂśŚŕƔƆƈŷřŬŔũŧƅiquestŕƈŷŌŪŕŠƊŔ ŕƎƊōŗŽŕŲŌƏƇƍũƔŻƏƑŲũƈƅŔŚŕŠŕƔśţŔƓŗƆƔ ŕƈŗ
ƉƈƏŬũƄ řƔƅŕŷ ŚŔũŕƎƈ ƒƏŨ ƉƔƆƈŕŷ ŧŔũžŌŔƇƎśŔũŕƎƈƏ ƇƎŬſƊŌƇƍŕŲũƈƅřƔƅŕŷŘŧƏŠŚŔŨřƈŧŦƇƔŧƂśƅƏƔƍˬ
ĉƔŗƔƏƉƓƅŕŬŸƅŔƇƔŧƂśƓƊŸśřƔţŰƅŔřƈŧŦƅŔ ŘŧƏŠƉōŗĻŕƊŕƈŌ ũŝƄŌ řƔţŰ ŚŕƈŧŦĻƛŕƊƈ iquestƎŬŌƏŕƎƔƈŧƂƈƅ ĻŕŷŕƊƁŏ ũŝƄŌƏ
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řƔŗųƅŔŚŕƔƊƂśƅŔƏŘŧŕƔŪƉƏŧřƈŕŸƅŔřţŰƆƅŘŧŕſśŬŔƑŰƁŌƀƔƂţśƅƗŔ ŔŨƍ ƑƆŷƏ ũųŕŦƈƆƅ űũŸśƅŔŧŧţś ŘŧƏŠƅŔ řŠũŧ ƉŐž ūŕŬ
žōŗŔƏƈiquestŲŧœŔƏſƅŔƏũųŕŦƈƅŔƉƔŗřƊŪŽƏũŬŦşśƊśŬƊƀŗŬŕƈƈŌƇƔƏƂśƉƛŏƏƍŕƈřƔţŰƅŔŚŕƈŧŦƅŔŔūŕƄŸƊ
ƙřƔţŰƅŔřƈŧŦƅŔƇƔŧƂśƓžƑſŮƈƅŔʼnŔŧƗűƔũƈƅŔƃŔũŧŘŔŧŌƓƍƏ
řƈƎƈŧƔŧţśƅƇŧŦśŬśiquestƄŕŮƈƅŔƓśƅŔűũśŸśƇƔŧƂśŚŕƈŧŦƅŔřƔţŰƅŔřžŕŲƙŕŗƑƅŏŢƔŲƏśŚŔƏŠſƅŔƓśƅŔƔƊŕŸśŕƎŘŧƏŠŚŕƈŧŦƅŔřƔţŰƅŔ
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ŜƔţ řƈƏƄţƅŔũƄŨś ŚƊŕƄƉƈ Řũśž ũŗŷ řƔœŕŰţƙŔ ŚŔũŮŎƈƅŔƉƈŪƅŔƑŲũƈƅŔ ũŴƊ řƎŠƏũŕŗśŷƙŔ ƉƔŸŗ ŨŦƗŔ ƉƏŧ ŕƈƔž ƉƄƅŧŸŗƇŕƊśƈƏƇŕƍũƏŧřƔţŰƅŔřƈŧŦƅŔŘŧƏŠƅƑŲũƈƅŔƃŔũŧƙŢŗŰŌ
řƔţŰƅŔřƈŧŦƅŔŘŧƏŠƇƔƏƂśƓžŶƈŚŕƈƔƏƂśƅŔƋŨƍŚſƆśŦŔƏƅƑśţƐũŦŌ ũŴƊ ŚŕƎŠƏ Ɖƈ ŚŕƈƔƏƂśƅŔřƔţŰƅŔ řƈŧŦƅŔ ŧƏŪƈƄ
Calnan 1988 ƔŴƏś ƉŕƄƈƙŕŗŢŗŰŌŜƔţƑŲũƈƅŔ ʼnŔũŊŽřƔţŰƅŔřƔŕŷũƅŔƇŕŴƊƓžřƈĉƔƁŚŔũƔƔżśʼnŔũŠƙPalmer 1991
Donabedian 1992 Fitzpatrick 1991 Reerink amp
Sauerborn 1996 Andaleeb 2000ĉŧŸƔƏűƔũƈƅŔƑŲũřƔţŰƅŔ ŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔ ŚŔũŮŎƈ ƇƍŌ ƉƈNaidu
2009 Gill amp White 2008 ƒŨƅŔƏƌœƛƏ Ɠž ũŝŎƔ ƋũƏŧŗƑſŮƈƅŔiquestŕƔţřƔƆŗƂśŬƈƅŔŚŕƔƄƏƆŬƆƅƋŕƔŔƏƊƏNaidu 2009 Choi
et al 2004ƏƇŝƉƈŘũŔŧŏƇŕƈśƍŔųţƈűƔũƈƅŔƑŲũŢŗŰƔƑſŮƈƅŔŕƈƔŬƛŧƏŠƏ iquestŴ Ɠž ƀƏŬƆƅ řƔŕŷũƅŔřƔţŰƇŬśƔ
ŘŧƔŧŮƅŔřƔŬžŕƊśƅŕŗJawahar 2007ŕƈƄśƉƈřƔţŰƅŔřƈŧŦƅŔŚŕƈƔƏƂśƇŧŦśŬƑŲũƈƅŔũŴƊřƎŠƏʼnŔũŠƙƓƁŕŗ ũŕŗśŷƛŔ ƉƔŸŗ ŨŦōś ƓśƅŔ řƆƈŕŮƅŔ ƇƔƏƂśƅŔ řƔƆƈŷ
ŽŔũųƗŔřƈƏƄţƅŔƏʼnŕŗųƗŕƄƑƅŏiquestƏŰƏƅŔŽŧƎŗƃƅŨƏƉŪŔƏśƅŔiquestŝƈƗŔŕƎƔƈŧŦśŬƈŚŕŸƁƏśƏřƈŧƂƈƅŔřƈŧŦƅŔƉƔŗHaddad et al
1998bŧƁ ƑŲũƈƅŔ ũŴƊ řƎŠƏ Ɖƈ řƔţŰƅŔ řƈŧŦƅŔ ƇƔƏƂś iquestŕƈƍŏ Ɖŏ
ŧŎƔŜƔţŘŧƏŠƆƅřƔƈƔƏƂśƅŔřƔƆƈŸƅŔƀŧŰƏřƔƁƏŝƏƈűŕſŦƊŔƑƅŏƒ ŧŠƊƐũŦƗŔ řƔƈƔƏƂśƅŔ ƀũųƅŔ Ŷƈ řƊũŕƂƈƅŕŗƏŨŦƗŕŗ ƇƔƏƂśƅŔ ƉŌ
ƕŔŕƔŔŪƈƅŔƇŧƂƔƑŲũƈƅŔũŴƊřƎŠƏũŕŗśŷƛŔƉƔŸŗśřƔHaddad
et al 2000 ŘũŮŕŗƈƑŲũƈƅŔƉƈřƄũŧƈƅŔřƔţŰƅŔřƈŧŦƅŔŘŧƏŠūŕƔƁƉƄƈƔ
ƇƔŧƂśŧŸŗřƔţŰƅŔřƈŧŦƅŔ řƂƔũųƅŔƋŨƍřſƆƄƈũƔŻ Ɠž ŘŧƏŠƏƈƅŔŚŕƊŕƔŗƅŔƑƆŷ ŕƎœŔũŠŏƓž řƂƔũųƅŔ ƋŨƍ ŧƈśŸśƛ
řƔŗųƅŔŚƜŠŬƅŔ řƂƔũųƅŔ ƋŨƍřƔŕŷũƅŔ ŘŧƏŠ Ɠž ŚŕžƜśŦƜƅ řƔŬŕŬţ ũŝƄŌ
iquestŧŸƈƅŔ ŚŕƔžƏƅŔ iquestŧŸƈƄ ŚŔũŮŎƈƅŔ űŸŗ Ɖƈ řƔţŰƅŔAdjusted Mortality RateŚŕſŷŕŲƈƅŔ iquestŧŸƈ ƏŌ Complications Rate
řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈocircũŮŷŜƅŕŝƅŔŧƆŠƈƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
34
ąƔŸĉŧƇƎƊƈ řƄũŧƈƅŔ ŘŧƏŠƆƅ ƇƍƗŔ ŧŧţƈƅŔ ƑŲũƈƅŔ ƃŔũŧŏBabkus amp Mangold 1992śŜƔţũŝŎřƄũŧƈƅŔŘŧƏŠƅŔ
řƈŧŦƅŔƑƆŷiquestƏŰţƆƅƑſŮƈƅŔŘũŕƔŪiquestŕƔţřƔƆŗƂśŬƈƅŔŕƔŔƏƊƅŔƓžřƔţŰƅŔBolton amp Drew 1988 Zeithaml 1988
ąƔŸĉŧŗƊ੠řƔţŰƅŔ řƈŧŦƅŔ ŘŧƏŠƅ ƑŲũƈƅŔ ƃŔũŧŏĻŕĉƈƎƈĻŕƓžƋũƏŧŖŗŬŗƃƅŨƏřƔţŰƅŔřƔŕŷũƅŔŪƄŔũƈ ŘŧƏŠƇƔƏƂśřƔƆƈŷřƔŕŷũƅŔ ŪƄŔũƈ řƔŧŕƈśŷŔƏ ʼnŔŧƘƅ řƔƊƎƈƅŔ ũƔƔŕŸƈƅŔ řŸŗŕśƈ Ɠž
řƔţŰƅŔ ƃŒŗƄƂŬƆŗŪŒŧť
ŕƎƊŕƈŲƏŘŧƏŠƅŔƇƔƏƂśƇƏƎſƈƓƂŗŖƔũƁŚƁƏƑśţƋũƄśţśĻŕžũśřƈŧƂśƈƅŔiquestƏŧƅŔĻŔũƄţŘŧƏŠƅŔƇƏƎſƈŧŸƔƇƆžĻƜƔƏųƇŧƔƇƅŔŨƍƉƄƅ
řƔƊżƅŔ iquestƏŧƅŔ ƑƆŷThomason amp Edwards 1991 ŜƔţƉƈřŲſŦƊƈŚŕƔƏśŬƈřƔţŰƅŔřƔŕŷũƅŔ ŘŧƏŠũƔƏųśƑƊŕŷƇŕƈśƍŔ
řƔƈŕƊƅŔ iquestƏŧƅŔřƔũƏŬ ŕƎƊƈƏ ŖƔũƁ ŧƎŷ ƑśţReerink amp
Sauerborn 1996 Smits et al 2002ƏƇŝƉƈŨŦƗŔƉŐžƉƈ ŕƊƊƄƈƔ řƔţŰƅŔ řƈŧŦƅŔ ŘŧƏŠ ƇƔƏƂś řƔƆƈŷ Ɠž ƑŲũƈƅŔ ƒŌũŗƋŨƍŚŧŠƏƓśƅŔūŕƊƅŔŚŕŠŕţƅ Ļřŗ੶ŬŔ ũŝƄŌŚŕƈŧŦƅŔ ƋŨƍ iquestŸŠ
ƇƎƆŠŌƉƈŚŕƈŧŦƅŔRao et al 2006ŦĻŕŰƏŰƓžůƂƊƅŔŶƈřƔƊŧśƈƅŔ ŘŧƏŠƅŔ ŖŗŬŗ řƔƈŕƊƅŔ iquestƏŧƅŔ Ɠž řƈŕŸƅŔ ƓžŕŮƈƅŔ řƔƈƍŌ
řƔţŰƅŔŚŕƈŧŦƆƅŕƎƈŧƂśƓśƅŔBhandari 2006Ɠž ŜţŗƅŔ ŔŨƍ řƆƄŮƈ iquestŝƈśś ūŕƔƁřƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ
řƈŧƂƈƅŔ ŕƎƈƔƏƂśƏƓžřƈŕŸƅŔƓžŕŮƈƅŔƓžƑŲũƈƅŔũŴƊřƎŠƏƉƈŶƁŔƏ ƑƆŷ ŽƏƁƏƆƅ ƃƅŨƏ ƀŮƈŧ řƊƔŧƈřƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠƐũŦŌŘũŕŗŸŗƏŌƓžŕŮƈƅŔƋŨƍƓžřƈŧƂƈƅŔŘŧƏŠƅŔŧŕŸŗŌŕƈřƄũŧƈƅŔ
řƔţŰƅŔŚŕƈŧŦƆƅ ƏřƈŧŦƅŔ ŘŧƏŠƑŲũƈƅŔƃũŧƔiquestƍƓžřƔţŰƅŔŌřƔŗŕŠƔŏŕƎƊŌƑƆŷƀŮƈŧřƊƔŧƈƓžřƈŕŸƅŔƓžŕŮƈƅŔƏ řƔŗƆŬ
ƃŒŘœƒŰŧżŗŪŒŧťƏƃƍƕŒŗƒŰŧŽƃŒ
raquoƅ ĻŕƂžƏHaddad et al1998b řƔţŰƅŔŚŕƈŧŦƅŔ ŘŧƏŠƉŐžƓƍŧŕŸŗŌřŝƜŝƑƅŏƇŬƂƊś
řƔţŰƅŔřƔŕŷũƅŔŘŧƏŠ ƓŗųƅŔƇƁŕųƅŔŘŧƏŠ řƔţŰƅŔƀžŔũƈƅŔŘŧƏŠ
ŧŧţśƌƔƆŷʼnŕƊŗƏƔŕƈƄƑƅƏƗŔřƔŲũſƅŔśōƓEgraveiquestƄŮŗƇŬƂƊƔƏŧŕŸŗƗŔŧŧŸśƈũƔżśƈƓƍřƔţŰƅŔŚŕƈŧŦƅŔŘŧƏŠƉŏ
ŧŕŸŗŌřŝƜŝƑƅŏƒƏƊŸƈ
ŗƒƈœśƃŒŗƒŰŧŽƃŒ ŞŔũſƅŔ ŧŠƏ ŚŕƈŧŦƅŔ ŘŧƏŠ ŶƁŔƏŚƅƏŕƊś řŬŔũŧ Ɠž
ƓžřƈŧƂƈƅŔřƔţŰƅŔƅŔƓžŕŮƈřŸŗŕśƅŔřƔƈƏƄţƅŔƅƓƅŕŸƅŔƇƔƆŸśƅŔŘũŔŪƏƓŗŕŠƔŏ iquestƄŮŗ řƈŧŦƅŔ ŘŧƏŠ ŔƏƄũŧŌ ƑŲũƈƅŔ řƔŗƅ௠ƉŌ řƔũƏŬŗ
ƌƔƆŷƏřƔŲũſƅŔƉŐžřƔƊŕŝƅŔƓśōƔŕƈƄŧĉŧţśŜţŗƆƅ ƃũŧŁś řƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ƉŏƉƈ ƓŗŕŠƔŏ iquestƄŮŗ ĻŕƔƏƊŸƈ
ƑŲũƈƅŔƏŬƉƈ ŵũſśƔřƔŲũſƅŔ ƋŨƍ ŚŕƔŲũžřƔŷũžĻŕƂžƏƉƈ řƔţŰƅŔ ŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔ ŕƎƔƅŏ ƇŬƂƊśŬ ƓśƅŔ ŧŕŸŗƘƅ
řŠƔśƊiquestƜŦũŕŗśŦŔƑƅƏƗŔřƔŲũſƅŔ Ɖƈ ƓŗŕŠƔŏ iquestƄŮŗ ĻŕƔƏƊŸƈ ƃũŧŁś řƔţŰƅŔ řƔŕŷũƅŔ ŘŧƏŠ Ɖŏ
ƑŲũƈƅŔ ƃũŧŁś ƓŗųƅŔ ƇƁŕųƅŔ ŘŧƏŠ ƉŏƉƈ ƓŗŕŠƔŏ iquestƄŮŗ ĻŕƔƏƊŸƈ
ƑŲũƈƅŔ Ɖƈ ƓŗŕŠƔŏ iquestƄŮŗ ĻŕƔƏƊŸƈ ƃũŧŁś řƔţŰƅŔ ƀžŔũƈƅŔ ŘŧƏŠ Ɖŏ
ƑŲũƈƅŔ ƃŒŻťƋŗŪŒŧť
ŜţŗƅŔ ŽŧƎƔřƄũŧƈƅŔ ŘŧƏŠƅŔ ŕƎƔƅŏ ƇŬƂƊś ƓśƅŔ ŧŕŸŗƗŔ ŧƔŧţśŕƎŬŕƔƁ iquestƜŦ Ɖƈ ƑŲũƈƅŔ ũŴƊ řƎŠƏ Ɖƈ řƔţŰƅŔ ŚŕƈŧŦƆƅ
ƒŧƔƄƏśƅŔƓƆƈŕŸƅŔ iquestƔƆţśƆƅ ŕƎŷŕŲŦŏƏConfirmatory Factor
AnalysisƇŝ ƉƈƏřƔţŰƅŔ řƈŧŦƅŔ ŘŧƏŠ ƑƆŷ ʼnƏŲƅŔ ųƔƆŬśƀŮƈŧřƊƔŧƈƓžřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔřƈŕŸƅŔƓžŕŮƈƅŔƓžřƈŧƂƈƅŔ
ƋŨƍ Ɠž řƈŧƂƈƅŔ řƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ƇƔƏƂś iquestƜŦ Ɖƈ ƃƅŨƏƑŲũƈƅŔ ũŴƊ řƎŠƏ Ɖƈ ƓžŕŮƈƅŔƏŌ ŕƎśƔŗŕŠƔŏ Ɛŧƈ ŧƔŧţśƏ
ŕƎśƔŗƆŬƏĻŔũƔŦŌŧŷŕŬśŚŕƔŰƏśƏ şœŕśƊ ŶŲƏƉƔƔũƏŬƅŔ ƉƔŝţŕŗƅŔĻŕŰƏŰŦ ĻŕƈƏƈŷ ŖũŸƅŔƏƓžřżƆƅŕŗ ƉƊƂƈ ūŕƔƂƈ ƑƆŷ iquestƏŰţƅŔ
řƔţŰƅŔŚŕƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƆƅřƔŗũŸƅŔŘũƏŰƇƔŧƂśƑƅŏĻřžŕŲŏ ƗŖŕţŰƓžŕŮƈƅŔ Ɠž ũŔũƂƅŔƓž řţŰƅŔ ŘũŔŪƏƅ řŸŗŕśƅŔ řƈŕŸƅŔ
řƔũƏŬŗűũżřƔţŰƅŔŚŕƈŧŦƅŔŘŧƏŠƉƔŬţśŕƎƔžřƈŧƂƈƅŔŗŪŒŧťƃŒŗƒƆƋŊ
ŵƏŲƏƈƉŌ řƂŗŕŬƅŔŚŕƔŗŧƘƅ ƌśŸŠŔũƈiquestƜŦƉƈŜţŕŗƅŔ ŧŠƏřƔţŰƅŔ řƔŕŷũƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔŕƎŬŕƔƁƏŜƏţŗƅŔƓž ƌƂţƀƆƔ Ƈƅ
řƔŗũŸƅŔĻŕƈƏƈŷ řƔũƏŬƅŔƏ ĻŕŰƏŰŦiquestƏŕƊś Ɖƈ ƇŻũƅŔ ƑƆŷƅŔũƔŝƄƃƔƍŕƊƐũŦŌŚŔũƔżśƈŗƌśƁƜŷƏũƔżśƈƅŔŔŨƎƅřƔŗƊŠƗŔŜƏţŗƅŔƉƈ
ƉƔƊųŔƏƈƅŔ ŘŕƔţ Ɠž řƔţŰƅŔ řƔŕŷũƅŔ ũƏŧ ƉŷŞŔũſƅŔƑƅŏ iquestƏŰƏƅŔ ƑƆŷ řŬŔũŧƅŔ ƋŨƍ iquestƜŦ Ɖƈ ŜţŕŗƅŔ iquestƈŸƔŬ ŜƔţ
ƉƊƂƈūŕƔƂƈřœƔŗƆƅŚŕƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔũƔżśƈƅřƔũƏŬƅŔřƔŗũŸƅŔřƔţŰƅŔřƔƈƍŌŧŬŠśśŕƈƄŜţŗƅŔĻŕŲƔŌƉŷŘũƏŰʼnŕųŷŏƓžƐŧƈ řƔŗŕŠƔŏƓž řƈŧƂƈƅŔ řƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠƅ ƑŲũƈƅŔ ƃŔũŧŏ
řƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
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ƀŮƈŧřƊƔŧƈƓžřţŰƅŔ ŘũŔŪƏƅ řŸŗŕśƅŔ řƈŕŸƅŔƓžŕŮƈƅŔƌśƔŗƆŬƏŌƏƇŝƉƈřžũŸƈƑƆŷ ŕƎƔžũŔũƂƅŔŖŕţŰŌƏřţŰƅŔ ŘũŔŪƏ ŘŧŷŕŬƈ
ŕƎƔžŕŮƈƓžŘŧƏŠƅŔƉƔŬţśřƔƆƈŷƓžŕƎŸƁƏƈ ƃŒŝƌƈƆŗŪŒŧť
ƃŒƍƑőœŮšƗŒŴƆřŞƆƃŒŶŗƈƒƑŲũƈƅŔƉƈƓœŕŰţƙŔŶƈśŠƈƅŔŽƅōśƔƇƎŸƔƈŠƇƎŠƔũŦśiquestƔŗƁ
ŧƈƓžřţŰƅŔ ŘũŔŪƏƅřŸŗŕśƅŔřƈŕŸƅŔƓžŕŮƈƅŔƉƈƀŮƈŧřƊƔiquestƜŦŚŕƊŕƔŗƅŔ ŶƈŠ Řũśž ŧƁƏŸƈŠŚřƈŴśƊƈ řƔœŔƏŮŷ řƂƔũųŗŚŕƊŕƔŗƅŔ
ƉƈŘŧśƈƈƅŔŘũśſƅŔiquestƜŦŌƉƏƊŕƄũƎŮřƔŕƎƊƑśţiquestƏƆƔŌũŦŔƏiquestƏƗŔƉƈ ƇŕŸƅŔiquestŧŸƈŗŚŕƊŕŗśŬƛŔŶƈŠƑƆŷŜţŕŗƅŔiquestƈŷŜƔţ
ƉƔŗšƏŔũśƔƏƓžŕŮƈƉƈĻŕƔŷƏŗŬŌřƊŕŗśŬŔūƔſƊƅŔƉŗŔƏƀŮƈŧ ƏũƈţƗŔ iquestƜƎƅŔŚŕƊŕƔŗƅŔ ŶƈŠ Řũśž řƔŕƎƊ ŕƎƊŷ şśƊƓœŕŰţƙŔiquestƔƆţśƆƅřţƅŕŰřƊŕŗśŬŔ
ŘœƈœƒŕƃŒfrac34ƒƄšřŚƆƆąţŔŧŦśŬŕŗ ŚŕƊŕƔŗƅŔŠƈŕƊũŗƅŔ ƇƉƔƔœŕŰţƙŔƉƔSPSSũŔŧŰƙŔƏAMOSũŔŧŰƙŔƇŧŦśŬŔŜƔţiquestƄ
ƓƆƈŕŸƅŔ iquestƔƆţśƅŔ Ɖƈ ƒŧƔƄƏśƅŔCFAŕſƅŌ ŤŕŗƊƏũƄ iquestƈŕŸƈƏCronbachs AlphaƑƅƏƗŔ řƔŲũſƅŔ ũŕŗśŦƛƑƅŏ řžŕŲƙŕŗ
ŘŧţŔƏƅŔ ŚŕƊƔŸƆƅ ŚƊŧƏśŬ ũŕŗśŦŔOne-sample T-testƃƅŨƏřƔƊŕŝƅŔřƔŲũſƅŔũŕŗśŦƛŘœƈœƒŕƃŒŴƆŞŗƄƒŪƍ
ŽƅōśśƏ řƊŕŗśŬƛŔ ƓƍřƔžŔũżƈƔŧƅŔ iquestƈŔƏŸƅŔ ūƔƔŕƂƈƅ řžŕŲŏřƔţŰƅŔ řƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƆƅ ŧŕŸŗƗŔ ŧŧŸśƈūŕƔƂƈ ƉƈƏƒŨƅŔ
ƋũƏųHaddad et al 1998b Ɖƈ ŽƅōśƔƏ ŘũŕŗŷůƆŦśŬŔ ŕƎƊƈ Ō řŝƜŝ ƑƆŷ ŵŪƏśś ŘũŕŗŷŧŕŸŗƃƅŨƏŧŸŗ
ŏŚŔʼnŔũŠřƔũƏŬƅŔ řƔŗũŸƅŔ řœƔŗƅŔ ƑƆŷ ƉƔƊƂśƅŔ ŚŔʼnŔũŠŏ ŚƊŕƄƏƔŕƈƄƉƔƊƂśƅŔśōƓ
řŠƏŧŪƈřƈŠũśʼnŔũŠŏDouble Translation
ƓƂƔƂţƅŔƑƊŸƈƅŔiquestŕŰƔŏƏƍřƈŠũśƅŔƋŨƍʼnŔũŠŏƉƈŽŧƎƅŔŜƔţƓśƅŔƏ řƔŪƔƆƄƊƙŔ řżƆƅŕŗ iquestŰƗŔƓžŚũƏųƓśƅŔūŕƔƂƈƅŔŚŔũŕŗŸƅ
ŗųśŬƀřƔŗũŸƅŔŜŧţśƔŶƈśŠƈƑƆŷřƔƅŕţƅŔřŬŔũŧƅŔƓž
ƒũƍŕŴƅŔƀŧŰƅŔFace Validity
řŠƏŧŪƈƅŔřƈŠũśƅŔƉŷşśŕƊƅŔūŕƔƂƈƅŔűũŷiquestƜŦƉƈƃƅŨƏŚŕŸƈŕŠƅŔ ŘŨśŕŬŌƏ ʼnŔũŗŦƅŔ űŸŗ ƑƆŷʼnŔŧŗŏƏ ƌƈƔƏƂś ŽŧƎŗ
ƌƅŕƔţŚŕŴţƜƈƅŔ
ƓƆƈŕŸƅŔ ƀŧŰƅŔƒŧƔƄƏśƅŔConfirmatory Factorial
Validity
ũŕŗśŦƛŔŔŨƍiquestƜŦƉƈřƔœŕƊŗƅŔřƅŧŕŸƈƅŔřŠŨƈƊřƔƊƂśƇŔŧŦśŬŕŗƏStructural Equation Modeling ƑƅƏƗŔ řƔŲũſƅŔ ũŗśŦśŬ
Ƒƅŏ řƔţŰƅŔ ŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔ ũƔżśƈ ƇŕŬƂƊŔ Ɖƈ ŧƄōśƆƅŕƎƊĉƔŗƓśƅŔřŝƜŝƅŔŧŕŸŗƗŔHaddad et al1998b
ŚŕŗŝƅŔReliability
ũƔŮƔƏƉƈ ĻŕƔƅŕŦ ūŕƔƂƈƅŔ ŕƎŗ ƉƏƄƔ ƓśƅŔ řŠũŧƅŔ Ƒƅŏ ŚŕŗŝƅŔūŕƔƂƆƅ řƔœŔƏŮŸƅŔ ʼnŕųŦƗŔSmithson 2005ƒŧŎś ŜƔţ
ŚŕŗŝƅŔƉƈřƔƊŧśƈƅŔŖŬƊƅŔŚŔŨūƔƔŕƂƈƅŔƑƅŏƂśſśşœŕśƊũřƁŧƅŔƑƅŏTharenou et al 2007ũŕŗśŦƛŤŕŗƊƏũƄiquestƈŕŸƈƇŧŦśŬƔŬƏ
ƏŠƅŔ ŧŕŸŗŌ ūƔƔŕƂƈƅ ƓƆŦŔŧƅŔ ƀŕŬśƛŔřƔţŰƅŔ ŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƒŧƔƄƏśƅŔƓƆƈŕŸƅŔiquestƔƆţśƅŔřŠƔśƊƉƈŕƎŰƜŦśŬŔŧŸŗ
ŗƒƈŒťƒƆƃŒŗŪŒŧťƃŒŗƈƒŶƃŒŻƒŮƍř
řƊƔŸƅŔ ŧŔũžŌŽƔŰƏś ŘũƂſƅŔ ƋŨƍŽŧƎśƇƎƆƔŝƈś Ɛŧƈ řžũŸƈƅraquoƅ ĻŕƂžƏ řƊƔŸƅŔ ūƊ੶ŗ ųŗśũƔ ŔŨƍƏ ƓœŕŰţƙŔ ŶƈśŠƈƆƅ
Tharenou et alŏ ŜƔţ űŕſŦƊŔ ƉřƊƔŸƅŔ ūƊ੶ƇƔƈŸśƆƅ ũŗƄŌ řƔƆŗŕƂŗ ųŗśũƔ řŬŔũŧƅŔ řƊƔŷ ƑƆŷ ƀŗųƊƔ ŕƈ ŔŨƍƏ
řƔƅŕţƅŔĻřžŕŲŏ řƔƈƔƆŸśƅŔƏ řƔũƈŸƅŔ ŚŕƔƏśŬƈƅŔ ŽƆśŦƈ iquestƈŮś ƓśƅŔľũƏƄŨƑƆŷŕƎœŔƏśţŔƑƅŏŜŕƊŏƏiquestŦŧƅŔƉƈřſƆśŦƈŚŕƔƏśŬƈƏŕƈ
řŬƊ੶ƈũƔŻŕƎƆŸŠƔHeterogeneousfrac34ƍťŞƃŒŗƈƒŶƃŒŻƒŮƍřĹœƒżŒŧŹƍƆƒť
ƃŒŧŒŧƂř ƇœƒŕƃŒ ŧƒźřƆƃŒ 544 368 ũƄŨ
ƑŵœƆřŞƙŒųƍƈƃŒ 456 309 ƑŝƊŌ 100 677 ƑƃœƆŞƗŒ 71 48 ĉƓƈŌ
ƑƆƒƄŶřƃŒƎƍřŪƆƃŒ 544 368 ƇƔƆŸśƏŌřƔƏƊŕŝ
ƓŬŕŬŌ 235 159 ŘŪŕŠŏ 151 102 ŕƔƆŷŚŕŬŔũŧ 100 677 ƑƃœƆŞƗŒ
102 69 ƉƈiquestƁŌřƊŬ
ŧƆŶƃŒ 323 219 ƉƈƑśţƏ
řƊŬ
575 389 ƉƈřƊŬƀƏžŕƈž
100 677 ƑƃœƆŞƗŒ
422 286 ƉƈiquestƁŌiquestū frac34ŤťƃŒ
545 369 Ɖƈ
řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈocircũŮŷŜƅŕŝƅŔŧƆŠƈƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
36
ƃŒŧŒŧƂř ƇœƒŕƃŒ ŧƒźřƆƃŒ Ƒśţiquestū
32 22 ƉƈũŝƄŌiquestū
100 677 ƑƃœƆŞƗŒ
ƅŔiquestƏŧŠƅŔƉƈŴţƜƊƀŗŕŬũƏƄŨƅŔƉƈƇƍřƊƔŸƅŔŧŔũžŌŖƆŻŌƉŌřŗŬƊŗiquestŗŕƂƈŜŕƊƙŔƉƈƐƏśŬƈƆƅřŗŬƊƅŕŗŕƈŌ
ƏŌřƔƏƊŕŝƅŔŘŧŕƎŮƅŔřƆƈţƉƈƇƍřƊƔŸƅŔŧŔũžŌŖƆŻŌƉŌŧŠƊƓƈƔƆŸśƅŔ řŗŬƊŗ ƓŬŕŬƗŔ ƇƔƆŸśƅŔřƔŸƈŕŠƅŔ ŘŪŕŠƙŔ řƆƈţ ƇƎƔƆƔ
řŗŬƊŗ řŗŬƊŗ ŕƔƆŸƅŔ ŚŕŬŔũŧƅŔ řƆƈţž ƇŝƏƔƈƗŔƆŗśřƔƊŧśƈřŗŬƊŗƉźŘũƔŗƄƇƍũŕƈŷŌƑŲũƈƅŔŖƆŻŌĻŕƔŗŬƊƓƂųƊƈ ʼnƓŮ ŔŨƍƏƀƏž ƇƍũŕƈŷŌ Ɖƈ řŗŬƊ ƉŌ ŧŠƊŜƔţ
źƆŗśĻŕƈŕŷƉƔŝƜŝƅŔƉƔŗŕƍũŕƈŷŌšƏŔũśśƓśƅŔřœſƅŔƇƎƔƆśřŗŬƊŗĻŕƈŕŷƉƔŝƜŝƅŔƏƉƔũŮŸƅŔiquestŗŕƂƈƇƍƉƈƅ
ĻŕƈŕŷƉƔũŮŸƅŔƉƏŧŠƊžiquestŦŧƆƅřŗŬƊƅŕŗŕƈŌŧƇƍƑŲũƈƅŔƇŴŸƈƉŌ řŗŬƊŗ ųŬƏśƈƅŔ iquestŦŧƅŔ ƒƏŨ ƉƈiquestƏŦŧƅŔ ƏƏŨ ƇƎƔƆƔ
řŗŬƊŗřƔƊŧśƈƅŔřŸſśũƈƅŔiquestƏŦŧƅŔƒƏŨƅřƆƔƆƁřŗŬƊiquestŗŕƂƈźƆŗśƓžŖŕŗųśŬƜƅřœſƅŔƋŨƍƌŠƏśũŬſśƉŌƉƄƈƔƓśƅŔƏ
řŰŕŦƅŔƓžŕŮƈƅŔŘœƒŰŧŽƃŒŧœŕřŤŒ
śƓśƅŔ řŬƔœũƅŔ řƔŲũſƅŔ ũŗśŦśŬƑƆŷůƊŘŧƏŠƉŏŚŕƈŧŦƅŔƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśřƔţŰƅŔũŕŗśŦŔiquestƜŦƉƈũŕŗśŦŔ Ɖƈ řƂŝŗƊƈƅŔ řŝƜŝƅŔ řƔŷũſƅŔ ŚŕƔŲũſƅŔřƊƔŸƆƅ ŚƊŧƏśŬ
ŘŧţŔƏƅŔřƔŧŕƔţƅŔ řƈƔƂƅŕŗ ŚŕųŬƏśƈƅŔ řƊũŕƂƈ iquestƜŦ Ɖƈ ƃƅŨƏřżƅŕŗƅŔƏƔŕƈƄśōƓ
ƏƃƍƕŒŗƒŰŧŽƃŒ ŚŕƈŧŦƅŔ ŘŧƏŠ ƉŏƇŬƂƊƔƏ ŧŕŸŗƗŔ ŧŧŸśƈ ũƔżśƈ Ɠƍ řƔţŰƅŔ
ŧŕŸŗŌřŝƜŝƑƅŏƒƏƊŸƈEgraveiquestƄŮŗ şƈŕƊũŗ iquestƜŦ Ɖƈ řƔŲũſƅŔ ƋŨƍ ũŗśŦśŬ13AMOSũŔŧŰƙŔ
ƇƁũ iquestƏŧŠƅŔ ƉĉƔŗƔƏ ƇƁũ iquestƄŮƅŔƏ ũŕŗśŦŔ şœŕśƊƑƅƏƗŔřƔŲũſƅŔ
13řƈƆƄAMOSƓƍraquoƅũŕŰśŦŔAnalysis of Moment StructuresƏƍƏ
řƔƆƄƔƎƅŔŚƛŧŕŸƈƅŔřŠŨƈƊřƔƊŕƄƈŏũžƏƔşƈŕƊũŗ
frac34ƍťŞƃŒƏƃƍƕŒŗƒŰŧŽƃŒŧœŕřŤŒŝőœřƈ
CFI RMRRMSEA
ŗƆƒƀƃŒCcedilfrac34ƒśƆřƃƏƄśƆƃŒŜŦƍƆƈƄƃťƒŞƉƈƑƆŷŌiquestƁŌƏŌƉƈiquestƁŌ
ƇŵŗŞřœƈƃŒŗƆƒƀƃŒŧœŕřŤƙŒ
ŗރřƈƃŒŧƔŠiquestƔŝƈśŞŨƏƈƊƆƅ
ŧƔŠiquestƔŝƈśŞŨƏƈƊƆƅ
ŧƔŠiquestƔŝƈśŞŨƏƈƊƆƅ
ƇƁũ iquestƄŮƅŔ iquestƜŦ Ɖƈ ƇƁũ iquestƏŧŠƅŔ Ə řţŰşśƊśŬƊƑƅƏƗŔ řƔŲũſƅŔƜƈƅŔ ũŮŎƈ Ɖƈ įiquestƄ ƇƔƁ Ɖŏ ŜƔţʼnƉũŕƂƈƅŔ řƈ
CFIuumlƏ ƓƁŔƏŗƅŔ Ŷŗũƈƅ ƓŗŕŬţƅŔ ųŬƏƅŔ ũŨŠRMRyacuteũŨŠƏũƔŧƂśƅŔ ōųŦŶŗũƈƅƓŗŕŬţƅŔųŬƏƅŔRMSEAkƑƅŏũƔŮśŚƊŕƄ
ƉŌƅŔŞŨƏƈƊƆƅŧƔŠiquestƔŝƈśJoreskog amp Sorbom 1989 Hu amp Bentler 1995 Bentler 1992 MacCallum et al
1996ƑƆŷŌŕƎŸƔƈŠŚƊŕƄŤŕŗƊƏũƄŚƜƈŕŸƈƇƔƁƉŌƑƅŏřžŕŲŏ Ɖƈ ƇƁũ iquestƏŧŠƅŔ ƉĉƔŗƔ ŕƈƄƏƇŝ Ɖƈ iquestƏƂƅŔ ƉƄƈƔŏƉ
ūƔƔŕƂƈƅŔřŝƜŝƅŔ ƓƆŦŔŧƅŔ Śŕŗŝƅŕŗ Ŷśƈśś ĺŔ ƀŪũ ŕƈƄiquestƏƂƅŔ ŕƊƊƄƈƔŏřŝƜŝƑƅŏ ƇŬƂƊśřƔţŰƅŔŚŕƈŧŦƆƅřƄũŧƈƅŔ ŘŧƏŠƅŔƉ
ƓƍŧŕŸŗŌřƔŕŷũƅŔŕƈƄřƔţŰƅŔƀžŔũƈƅŔƏƓŗųƅŔũŧŕƄƅŔƏřƔţŰƅŔ ƇƁũiquestƄŮƅŔŢŲƏƔ ƇƁũiquestƏŧŠƅŔƏŪƏƈũũƔŮśŜƔţ q
ŪƏƈũ ũƔŮś ŕƈƊƔŗ ūƔƔŕƂƈƅŔ ŧƏƊŗ Ƒƅŏe ūŕƔƂƅŔ ʼnŕųŦŌ ƑƅŏErrors of Measurement
ಳřƈƆƄCFIraquoƅũŕŰśŦŔƓƍThe Comparative Fit IndexřƈƆƄRMRraquoƅũŕŰśŦŔƓƍRoot Mean Square ResidualiřƈƆƄRMSEAraquoƅũŕŰśŦŔƓƍRoot Mean Square Error Of
Approximation
řţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
ŗƒšŮƃŒŘœƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƄƃƐťƒƂƍřƃŒƑƄƆœŶƃŒfrac34ƒƄšřƃŒ
ƑſŮƈƅŔƓžřƔŗųƅŔŘŪƎŠƗŔŧŧŷ
ƓƊƂśƅŔŕƍŔƏśŬƈƏřƔŗųƅŔŘŪƎŠƗŔŘŧƏŠ ƑſŮƈƅŔŽũŻ
frac34ƍťŞƃŒƑƄŤŒťƃŒžœŪřƙŒŧœŕřŤŒŗރřƈ
ťƍƈŕƃŒťťŵ frac34ƆœŶƆŢœŕƈƍŧƂ
4 061 6 0724 5 0675
řƔŲũſƅŔ ũŗśŦśŬ ƑƆŷůƊś ƓśƅŔ řƔƊŕŝƅŔŚŕƈŧŦƅŔ ŘŧƏŠ ƉŏƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśřƔţŰƅŔũŕŗśŦŔiquestƜŦƉƈ
řŝƜŝƅŔ ŘŧƏŠƅŔ ŧŕŸŗƗ řŗŬƊƅŕŗ řƔŲũſƅŔ ƏƇŝ ƉƈŜƜŝ ũŕŗśŦŔŘŧţŔƏƅŔřƊƔŸƆƅŚƊŧƏśŬũŕŗśŦŔƇŔŧŦśŬŕŗƃƅŨƏƉƈ
řƔŧŕƔţƅŔřƈƔƂƅŕŗŚŕųŬƏśƈƅŔřżƅŕŗƅŔ) ΔϤϴϘϟ ώϠΒΗ
Neutral Value24ΚϴΣαΎϴϘϤϟϥαΎγϰϠϋΖΒδΘΣ
řƔţŰƅŔƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔ
37
frac34ƂŬƃŒŗƒšŮƃŒŘœƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƄƃƐťƒƂƍřƃŒƑƄƆœŶƃŒfrac34ƒƄšřƃŒ
œƋťƍƈŕƍŗƒšŮƃŒŘœƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƃŒťœŶŕŊ
ŖŧœŕŶƃŒŗŹœƒŮ
ũŧŕƁʼnŕŗųƗŔƏŽŕŮśƄŔƑƆŷƉƓƊŕŸƔƓśƅŔřƆƄŮƈƅŔűƔũƈƅŔŕƎƊƈ
ʼnŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔ ƑſŮƈƅŔƓžřƔƏŧƗŔũžŔƏś
ƑſŮƈƅŔƓžűƔũƈƅŔʼnŕſŮŘŧƏŠ ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸśšŕśſƊƛŔ ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸśřƈţũƅŔ
ŶƈʼnŕŗųƗŔiquestƈŕŸśƑŲũƈƅŔƇŔũśţƛŔ űƔũƈƆƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ
řƅŕţƅŔšũŮƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔűƔũƈƆƅřƔŲũƈƅŔ
ƑſŮƈƅŔƓžƉƔƆƈŕŸƅŔřƍŔŪƊ ƑſŮƈƅŔƑƅŏiquestŪƊƈƅŔƉƈřžŕŬƈƅŔ
ƑſŮƈƅŔƓžʼnŕŗųƗŔŧŧŷ
q15 q16 q17
frac34ƍťŞƃŒ
ťŶŕƃŒ
řƔţŰƅŔřƔŕŷũƅŔŧŸŗ ƓŗųƅŔũŧŕƄƅŔŧŸŗ
řƔţŰƅŔƀžŔũƈƅŔŧŸŗ
ŗƒƈœśƃŒŗƒŰŧŽƃŒ řƔŲũſƅŔ ũŗśŦśŬ
ƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśřƔţŰƅŔřŝƜŝƅŔ ŘŧƏŠƅŔ ŧŕŸŗƗ řŗŬƊƅŕŗ řƔŲũſƅŔ
řƔŷũžŚŕƔŲũžŘŧţŔƏƅŔřƊƔŸƆƅŚƊŧƏśŬũŕŗśŦŔƇŔŧŦśŬŕŗřƊũŕƂƈiquestƜŦřƔŧŕƔţƅŔřƈƔƂƅŕŗŚŕųŬƏśƈƅŔ
ΔϳΩΎϴΤϟNeutral Value
řƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśřƔţŰƅŔ
frac34ƍťŞƃŒ œƋťƍƈŕƍŗƒšŮƃŒŘœƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƃŒťœŶŕŊ
ŖŧœŕŶƃŒ ŖŧœŕŶƃŒŗŹœƒŮ ŨƆŧ
ŖŧœŕŶƃŒ ťŶŕƃŒ
ũŧŕƁʼnŕŗųƗŔűƔũƈƅŔŕƎƊƈ q01
řƔŕŷũƅŔřƔţŰƅŔ
ʼnŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔ q02 ƑſŮƈƅŔƓžřƔƏŧƗŔũžŔƏś q03
ƑſŮƈƅŔƓžűƔũƈƅŔʼnŕſŮŘŧƏŠ q05 ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸś q07
ũŧŕƄƅŔƓŗųƅŔ
ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸś q08 ŶƈʼnŕŗųƗŔiquestƈŕŸś q09
űƔũƈƆƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ q10 řƅŕţƅŔšũŮƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ
űƔũƈƆƅřƔŲũƈƅŔ q11
ƑſŮƈƅŔƓžƉƔƆƈŕŸƅŔřƍŔŪƊ q12 ƑſŮƈƅŔƑƅŏiquestŪƊƈƅŔƉƈřžŕŬƈƅŔ q13 ƀžŔũƈƅŔ
řƔţŰƅŔ ƑſŮƈƅŔƓžʼnŕŗųƗŔŧŧŷ q14
řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈocircũŮŷŜƅŕŝƅŔŧƆŠƈƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
38
ΎϫΎϧΩ ΔΑΎΠΘγϼϟ ρΎϘϧ ϊΑέ Ϧϣ ϥϮϜϣϭ Ύϫϼϋϭϰ ΔϤϴϘϟ ϥϮϜΘϓ
˰ϟΔϳϭΎδϣΔϳΩΎϴΤϟϭϰϮ Ϯϱ (ƔŕƈƄśōƓŗƒŰŧŽƃŒŗƒŵŧŽƃŒƕŒƏƃƍ
ƑƆŷƑƅƏƗŔřƔŷũſƅŔřƔŲũſƅŔůƊśƉŌřƔţŰƅŔřƔŕŷũƅŔŘŧƏŠƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśƇƁũiquestƏŧŠƅŔŢŲƏƔƏ
řƔŲũſƅŔ ƋŨƍũŕŗśŦŔşœŕśƊ ƇƁũiquestƏŧŠƅŔƉƈŴţƜƊŜƔţ ƉŌ Ɖƈ iquestƁŌ řƔƅŕƈśţƛŔ řƈƔƂƅŔžřƔŷũſƅŔ řƔŲũſƅŔ řţŰ ŚŗŝƊ
ƉŌƒŌ ƑƅƏƗŔŗŕŠƔŏiquestƄŮŗ ĻŕƔƏƊŸƈƃũŧŁś řƔţŰƅŔ řƔŕŷũƅŔ ŘŧƏŠƓƑŲũƈƅŔƉƈƉŌƑŲũƈƅŔƃũŧƔŜƔţ ʼnŕŗųƗŔƑƆŷ ŘũŧƂƅŔ ƇƎƔŧƅ
ŚƛŕţƆƅřƔƏŧƗŔřŗŬŕƊƈƑƅŏřžŕŲŏŧƔŠiquestƄŮŗűŔũƈƗŔůƔŦŮśʼnŕŗųƗŔ ŕƎŰŦŮƔ ƓśƅŔ řƔŲũƈƅŔűƔũƈƅŔ ʼnŕſŮ Ƒƅŏ ƒŧŎƔ ŕƈƈ
ŧƔŠiquestƄŮŗƑſŮƈƅŔƓžřƅƏƎŬŗřƔƏŧƗŔũžŔƏśƉŷƃƔƍŕƊ
ŗƒŰŧŽƃŒŗƒŵŧŽƃŒŗƒƈœśƃŒ řƔŲũſƅŔůƊś ƉŌ ƑƆŷ řƔƊŕŝƅŔ řƔŷũſƅŔƓŗųƅŔ ƇƁŕųƅŔ ŘŧƏŠ
ƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśƇƁũiquestƏŧŠƅŔŢŲƏƔƏřƔŲũſƅŔƋŨƍũŕŗśŦŔşœŕśƊŜƔţũƎŴƔřƊũśƂƈƅŔřƔƅŕƈśţƛŔřƈƔƂƅŔƉŌƉƈiquestƁŌŚƊŧƏśŬřƈƔƂŗƏƇŝƉƈřƔŲũſƅŔƋŨƍřţŰşśƊśŬƊ
ųƅŔ ƇƁŕųƅŔ ŘŧƏŠ ƉƏƄũŧƔ ƑŲũƈƅŔ ƉŌ ƒŌƓŗŕŠƔŏ iquestƄŮŗ ƓŗƔ ŜƔţ ƒƏƊŸƈƏiquestƈŕŸśƇŔũśţŕŗ ƑŲũƈƅŔ Ŷƈ ʼnŕŗųƗŔƉƏŷŔũƔƏ
ŕƈƄ ŕƎƅ řƂžŔũƈƅŔ řƔŬſƊƅŔ ƇƎśƅŕţƏ ƇƎŲũƈ ŽƏũŴƔ ŢƊƈƇƁŕųƅŔƓŗųƅŔƇƎŗ řƔŕƊŸƆƅƓžŕƄƅŔŚƁƏƅŔƑŲũƈƅŔŏƏ ƇƎŸŲƏƉŷ ƇƍũŕŗŦƓţŰƅŔ
frac34ƍťŞƃŒƏƃƍƕŒŗƒŵŧŽƃŒŗƒŰŧŽƃŒŧœŕřŤŒ
ŗƒƃœƆřšƙŒŗƆƒƀƃŒ žƍŧŽƃŒŧœŕřŤŒ
T-test ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ƃŒťŶŕ
13130000 131326062 2500 0592 3093 řƔŗųƅŔřƔŕŷũƅŔŘŧƏŠ
ŗƆƒƀƃŒŗƒƃœƆřšƙŒ žƍŧŽƃŒŧœŕřŤŒT-test ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ťŶŕƄƃŗƈƍƂƆƃŒťƍƈŕƃŒ
1313000 131322351 25 859 324 ũŧŕƁʼnŕŗųƗŔƏűƔũƈƅŔŕƎƊƈƓƊŕŸƔƓśƅŔřƆƄŮƈƅŔŽŕŮśƄŔƑƆŷƉ
1313000 131318045 25 821 307 ʼnŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔ
1313000 131315781 25 905 305 ƑſŮƈƅŔƓžřƔƏŧƗŔũžŔƏś
1313000 131314910 25 903 302 ƑſŮƈƅŔƓžűƔũƈƅŔʼnŕſŮŘŧƏŠ 1313ŗƃƙťƎƍřŪƆťƈŵĹœƒőœŮšōŗƃŒť
ŗƒŰŧŽƃŒŗƒŵŧŽƃŒŗśƃœśƃŒƉŌƑƆŷřŝƅŕŝƅŔřƔŷũſƅŔřƔŲũſƅŔůƊśřƔţŰƅŔƀžŔũƈƅŔŘŧƏŠ
ƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśƇƁũiquestƏŧŠƅŔŢŲƏƔƏřƔŲũſƅŔ ƋŨƍũŕŗśŦŔşœŕśƊ ƉƈŴţƜƊŜƔţƇƁũiquestƏŧŠƅŔ ƉŌ
řƔţŰƅŔƀžŔũƈƅŔ ŘŧƏŠ ŧŸŗƅ řƔƅŕƈśţƛŔ řƈƔƂƅŔƋŧƏƊŗřƆƈŕƄŔŧŷ ŕƈũƔŦƗŔŧƊŗƅŔƑſŮƈƅŔŽũżŗųŗśũƈƅŔƉƈiquestƁŌžřţŰşśƊśŬƊřƔŲũſƅŔ ƋŨƍřƔţŰƅŔ ƀžŔũƈƅŔ ŘŧƏŠ ƉƏƄũŧƔ ƑŲũƈƅŔ ƉŌ ƒŌ
ƒƏƊŸƈƏ ƓŗŕŠƔŏ iquestƄŮŗƉƈ řƅƏƂŸƈ řžŕŬƈƅŔ ƇƍũŴƊ řƎŠƏ Ɖƈž
Ƒƅŏ iquestŪƊƈƅŔƑſŮƈƅŔŪƄũƈ Ɠž ƓžŕŮƈƅŔ ƋŨƍ ŶŲƏƈś ƇƄţŗ ŔŨƍƏřƊƔŧƈƅŔċŽŕƄ ʼnŕŗųƗŔ ŧŧŷ ƉŌ ŧŠƊ ŕƈƄŘũžƏśƈ řƔŗųƅŔ ŘŪƎŠƗŔƏ
ŚŕſŰŔƏƈŗƏŘŧƔŠ
řţŰşśƊśŬƊřƂŗŕŬƅŔřƔŷũſƅŔŚŕƔŲũſƅŔũŕŗśŦŔşœŕśƊiquestƜŦƉƈřƔŬŕŬƗŔ řƔŲũſƅŔřŸŗŕśƅŔ řƈŕŸƅŔ ƓžŕŮƈƅŔ Ɠž ƑŲũƈƅŔ ƉŌ ƒŌ
ƊƔŧƈ Ɠž řţŰƅŔ ŘũŔŪƏƅřƔţŰƅŔŚŕƈŧŦƅŔ ŘŧƏŠ ƉƏƄũŧƔ ƀŮƈŧ řƒƏƊŸƈƏƓŗŕŠƔŏiquestƄŮŗřƈŧƂƈƅŔ
řƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
frac34ƍťŞƃŒŗƒƈœśƃŒŗƒŵŧŽƃŒŗƒŰŧŽƃŒŧœŕřŤŒŝőœřƈ
ŗƆƒƀƃŒŗƒƃœƆřšƙŒ
žƍŧŽƃŒŧœŕřŤŒT-test
ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ŧƒźřƆƃŒ
13130000 131313338 2500 0651 2834 ƓŗųƅŔƇƁŕųƅŔŘŧƏŠ
ŗƆƒƀƃŒŗƒƃœƆřšƙŒ
žƍŧŽƃŒŧœŕřŤŒT-test
ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ŗƒŵŧŽƃŒťƍƈŕƃŒ
1313000 131311964 25 988 295 ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸśšŕśſƊƛŔ
1313000 13139756 25 971 286 ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸśřƈţũƅŔ
1313000 131310772 25 983 291 ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸśƇŔũśţƛŔ
1313000 13135838 25 1044 273 űƔũƈƆƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ
1313000 13136056 25 1038 274 řƔŲũƈƅŔ řƅŕţƅŔ šũŮƅ ŖƔŗųƅŔ ƌŰŰŦƔ ƒŨƅŔ ŚƁƏƅŔ
űƔũƈƆƅ 1313000 13137832 25 999 280 ƑſŮƈƅŔƓžƉƔƆƈŕŸƅŔřƍŔŪƊ
1313ŗƃƙťƎƍřŪƆťƈŵĹœƒőœŮšōŗƃŒť
frac34ƍťŞƃŒŗśƃœśƃŒŗƒŵŧŽƃŒŗƒŰŧŽƃŒŧœŕřŤŒŝőœřƈ
ŗƒƃœƆřšƙŒŗƆƒƀƃŒ žƍŧŽƃŒŧœŕřŤŒT-test
ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ŧƒźřƆƃŒ
13130000 13137905 2500 0663 2701 řƔţŰƅŔƀžŔũƈƅŔŘŧƏŠ
ŗƒƃœƆřšƙŒŗƆƒƀƃŒ žƍŧŽƃŒŧœŕřŤŒT-test
ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ŗƒŵŧŽƃŒťƍƈŕƃŒ
1313000 131310628 25 960 289 ϰϔθϤϟϰϟϝΰϨϤϟϦϣΔϓΎδϤϟ
1313000 13137700 25 981 279 ϰϔθϤϟϲϓ˯ΎΒσϷΩΪϋ
1313000 13135215 25 999 270 ϰϔθϤϟϲϓΔϴΒτϟΓΰϬΟϷΩΪϋ
1313001 13133241 25 1002 262 ϲϨϘΘϟΎϫϮΘδϣϭΔϴΒτϟΓΰϬΟϷΓΩϮΟ
986 -018 25 107778 24993 ϰϔθϤϟϑήϏ
1313ŗƃƙťƎƍřŪƆťƈŵĹœƒőœŮšōŗƃŒť
řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈocircũŮŷŜƅŕŝƅŔŧƆŠƈƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
őœřƈƃŒordmordmordmŝ ƏƍƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔţŰƅŔŚŕƈŧŦƅŔŘŧƏŠũƔżśƈƉŏ
Ɠƍ ŧŕŸŗŌ řŝƜŝ ƉƈŽƅōśƔ ŜƔţ ŧŕŸŗƗŔ ŧŧŸśƈ ũƔżśƈ ŘŧƏŠƀžŔũƈƅŔ ŘŧƏŠƏ ƓŗųƅŔ ƇƁŕųƅŔ ŘŧƏŠƏ řƔţŰƅŔ řƔŕŷũƅŔ
řƔţŰƅŔ ŘŧƏŠ řƈŕŸƅŔ ƓžŕŮƈƅŔ Ɠž ƑŲũƈƅŔ ƃũŧƔřƔţŰƅŔ ŚŕƈŧŦƅŔ
ƒƏƊŸƈƏƓŗŕŠƔŏiquestƄŮŗřŝƜŝƅŔŕƍŧŕŸŗƗ ƒŮƍřƃŒordmordmordmŘœ
ƉƔśŠƔśƊƅŔƑƆŷćʼnŕƊŗƉƔśƂŗŕŬƅŔƔŕƈŗŜţŕŗƅŔƓŰƏƔśōƓ ŧŕŸŗƗŔŘŧŧŸśƈřƔţŰƅŔŚŕƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔūŕƔƂƈƇŔŧŦśŬŔ
ƒŨƅŔƉŅƊƁʼnŔũŠŏűũżƅ ƃƅŨƏ řƔũƏŬƅŔ řƔŗũŸƅŔ řœƔŗƅŔ ƑƆŷŕƎŠŨŕƈƊƓž iquestƏŕƊśśƓśƅŔŜƏţŗƅŔūŕƔƁřƄũŧƈƅŔ ŘŧƏŠƅŔ ũƔżśƈ
řƔţŰƅŔ ŚŕƈŧŦƆƅƐũŦŌ ċŚŔũƔżśƈ Ŷƈ ƌśŬŔũŧƅŕƈƔŬƛƓž ƓśƅŔ ŚŕŬŔũŧƅŔƐũŠśřƔŗũŸƅŔƏ ĻŕŰƏŰŦ řƔũƏŬƅŔ řœƔŗƅŔ Ɠž
ĻŕƈƏƈŷ ƑƆŷřŗŰƊƈƅŔŕƍŧƏƎŠƓžřţŰƅŔŘũŔŪƏũŔũƈśŬŔƉƔŬţśŘŧƏŠ
ŚŕƈŧŦřƔũƏŬƓžřƈŕŸƅŔƓžŕŮƈƅŔŕƈƔŬƛiquestŕţƓžĉƔƊŧƏŠƏřƅřƆƂśŬƈƌŗŮƏŌřƆƂśŬƈŚŕœƔƍƑƅŏƓžŕŮƈƅŔƋŨƍiquestƔƏţśűũſś
ŧƁ ƋũƏŧŗ ŔŨƍƏřƔţŰƅŔ ŕƎśŕƈŧŦƇƔŧƂśʼnŕƂƅřƔƅŕƈ ĻŕƈƏŬũiquestƆƂƔřƔţŰƅŔŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔƉƈƇƏŬũƅŔ ƋŨƍiquestŗŕƂƔ Ƈƅŕƈ
Ŭţś řƔƅŕƈƅŔƉƔƋŨƍ Ɠž řƈŧƂƈƅŔ řƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ƓžƓžŕŮƈƅŔ
ŞŒŧƆƃŒordmordmordmŴgt ŞŔũſƅŔřƈŕŬŌřƔţŰƅŔřƔŕŷũƅŔŚŕƈŧŦŘŧƏŠƇƔƔƂś
ũŴƊ řƎŠƏ Ɖƈ řƔũƏŬ Ɠž ƓƅŕŸƅŔ ƇƔƆŸśƅŔ ŚŕƔſŮśŬƈ ƓžƑŲũƈƅŔƑŲũƈƅŔŕŲũūŕƔƂƅŞŨƏƈƊƀŮƈŧřŸƈŕŠřƆŠƈ
řƔƊƏƊŕƂƅŔƏřƔŧŕŰśƁƛŔƇƏƆŸƆƅ gt ŽƏũŬŦ iquestŕƈƄ ŧƈţƈ ƉƈƔŌ ŚŕƈŧŦƅŔ ƀƔƏŬś
řƔţŰƅŔ ŚŕƔſŮśŬƈƅŔ ŘũŔŧŏ Ɠž ƓŰŰŦśƅŔ ƇƏƆŗŧƅŔ ŜţŗŕƔƊŕųƔũŗƅŔŪƄũƈƅŔƙŔřƔƈƊśƆƅƒũŕŮśŬƛŔƓƅƏŧŔŧũřƔ
gt ƒũƄŗƅŔ ũŬŕƔ ũƈŕŝ řƔţŰƅŔ ŚŕƈŧŦƅŔ ƀƔƏŬśƉŕƈŷŶƔŪƏśƅŔƏũŮƊƆƅřƔƈƆŸƅŔƒũƏŪŕƔƅŔũŔŧ
gt ĺŔ ƀŪũ řƆŦƊ ŘŧƔŕŷ iquestƔƆţśƅŔ Ɠž ƉƔŝţŕŗƅŔ iquestƔƅŧƓœŕŰţƙŔŘũƍŕƂƅŔřſƅŎƈƅŔ
gt ƓŗŷŪƅŔŧƈţŪƔŕžƐƏśŬƈƅʼnƜƈŸƅŔŚŕŸƁƏśƏʼnŔũŊƓžřƆƈŕŸƅŔƒƏƆŦƅŔiquestŕŰśƛŔŚŕƄũŮƉƈřƈŧƂƈƅŔřƈŧŦƅŔŘŧƏŠ
ƉŧũƗŔ iquestŕƈŷƗŔ ŘũŔŧŏ Ɠž řƔƊŧũƗŔ řƆŠƈƅŔ
gt ŗƔŔũŻƒŪƏžřƓţŗũ ŭƈƍŧ ƇƔŸƊ ŧŗŷ ƉƔƈŌ ŧƅŕŦ ƉŬţƅŔŘũŕŗŠƏŗŌƓƊŕƍƏĺŔƓžƓƈƆŸƅŔŜţŗƅŔŖƔƅŕŬŌ
řƔƊŕŬƊƙŔƏřƔŷŕƈśŠƛŔƇƏƆŸƅŔƉŕƈŷiquestœŔƏũŔŧ gt ƓƅŕŬŸƅŔŖƔŧŌŧƈţƈŶƁŔƏƅŔũƔƏųśŚŕŗƆųśƈƏŶƁŔƏ
ƓţŰƅŔ ƓžŕƂŝƅŔ ũƔƏųśƅŔƏ ƓƈƆŸƅŔ ŜţŗƆƅ ƓƊųƏƅŔ ũƈśŎƈƅŔƀŮƈŧ
gt ƓƆŷ ƉŕƈƔƆŬ Ə ƇƏũŮŦƅŔ ŧƈţƈ ƀũſƅŔ ũŝŌřƈƜŸƆƅ ƃƆƎśŬƈƅŔ ʼnƛƏ ƑƆŷ řƄũŧƈƅŔ ŘŧƏŠƅŔƏ ƃũŧƈƅŔ
řƔũ੶ƅŔ řƔƊƏƊŕƂƅŔƏ řƔŧŕŰśƁƛŔ ƇƏƆŸƆƅ ƀŮƈŧ řŸƈ੠řƆŠƈ
gt ŭƏƄƏƔƍřƆƈŕŮƅŔŘŧƏŠƅŔŘũŔŧŏƑƆŷŚŕƂƔŗųśƓţŰƅŔŵŕųƂƅŔƏƒŧƈţƗŔŧƔŕŷƉŗiquestƜųŧŗŷŧŸŬŧƅŕŦ
ƉƏƈŠũśƈƅŔŧŸŬŪƔŪŸƅŔƉŕƈŷŶƔŪƏśƅŔƏũŮƊƆƅiquestœŔƏũŔŧ gt řƔũƏŬƅŔ řţŰƅŔ ŘũŔŪƏ řƔţŰƅŔ ŚŔũŮŎƈƅŔ
ŧŔŧũśŬƛŔ ťƔũŕśƉŔũƔŪţ řţŰƅŔ ŘũŔŪƏ Ɖƈ řƔũƏŬƅŔhttpmohgovsy
gt ƓƄũƄƅŔ ũŰŕƊ ŧƈţƈ ƇŕŬƏ ŘŧƏŠŚŕƈŧŦƅŔƉƔųŬƆžƓž řƔŬžŕƊśƅŔ ŘŪƔƈƅŔƀƔƂţśƑƆŷ ŕƍũŝŌ Ə řƔžũŰƈƅŔ
ƉœŕŗŪƅŔ Ə ƉƔƔũŔŧƙŔ ũŴƊ řƎŠƏ ƉƈũƔŻ ũƔśŬŠŕƈ řƅŕŬũƓƈƆŸƅŔŜţŗƅŔƏŕƔƆŸƅŔŚŕŬŔũŧƅŔřƔƆƄiquestƔƆŦƅŔřŸƈŕŠŘũƏŮƊƈ
iquestƔƆŦƅŔ gt ƉŕųƆŬ ƇƔŬƏ Ɠž řƈŧƂƈƅŔŚŕƈŧŦƅŔ ŘŧƏŠũƔƏųś
ƓƈƏƄţƅŔ iquestƔƆŦƅŔ ƑſŮśŬƈƔƅŕŷř řŸŬƅŔ ŘũŔŧŏ iquestƜŦ ƉƈřƔŠŕśƊƙŔiquestƔƆŦƅŔ řŸƈ੠iquestƔƆŦƅŔ ŕƔƆŸƅŔ ŚŕŬŔũŧƅŔ řƔƆƄ
ƓƈƆŸƅŔŜţŗƅŔƏ gt řƅŧŕŗŸƅŔ Ɖŕƈŝŷ iquestƜų Ə ũƏŮŕŷ ƉƔŬţŽŬƏƔ
ŕƔƆŸƅŔ ŚŕŬŔũŧƅŔ Ɠž řƔƈƔƆŸśƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ūŕƔƁ řƅŕţ şƈŕƊũŗMBAŘŪżŗ řƔƈƜŬƙŔ řŸƈŕŠƅŔ Ɠž řŸƈ੠řƆŠƈƑŰƁƗŔ
[14] Andaleeb S (2000) Public and Private Hospitals in Bangladesh service quality and predictors of hospital choice Health Policy and Planning 15(1) 95-102
[15] Babakus E amp Mangold W (1992) Adapting the SERVQUAL scale to hospital services an empirical investigation Health Services Research 26(6) 767-786
[16] Bentler P M (1992) On the fit of models to covariances and methodology to the Bulletin Psychological Bulletin 112(3) 400-404
řƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
[17] Bhandari L (2006) Social infrastructure urban health and education Retrieved June 15 2011 from httpwww3inetworkorgreportsIIR2006Social_Infrapdf
[18] Bolton R amp Drew J (1988) A model of perceived service value technical note 88-420 Waltham MA GTE Laboratories
[19] Bos A Vosselman N Hoogstraten J amp Prahl-Andersen B (2005) Patient Compliance A Determinant of Patient Satisfaction Angle Orthodontist 75(4) 526531
[20] Calnan M (1988) Towards a conceptual framework of lay evaluation of health care Social Sciences and Medicine 27(9) 927-933
[21] Choi K-S Cho W-H Lee S Lee H amp Kim C (2004) The relationships among quality value satisfaction and behavioral intention in health care provider choice A South Korean study Journal of Business Research 57(8) 913 921
[22] Donabedian A (1992) Defining and measuring the quality of health care Williams amp Wilkins Baltimore MD
[23] Dutton D B Gomby D amp Fowles J (1985) Satisfaction with Childrens Medical Care in
Six Different Ambulatory settings Medical Care 23(7) 894-912
[24] Elleuch A (2008) Patient satisfaction in Japan International Journal of Health Care Quality Assurance 21(7) 692-705
[25] Fitzpatrick R (1991) Survey of patient satisfaction I- important general considerations BMJ 302(6781) 887-889
[26] Gill L amp White L (2009) A critical review of patient satisfaction Leadership in Health Services 22(1) 8-19
[27] Haddad S Founier P amp Potvin L (1998b) Measuring lay peoples perceptions of the quality of primary health care services in developing countries Validation of a 20-item scale International journal for Quality in Health Cam 10(2) 93-104
[28] Haddad S Fournier P Machouf N amp Yatara F (1998a) What does quality mean to lay people Community perceptions of primary care services in Guinea Social Science and Medicine 47(3) 381-394
[29] Haddad S Potvin L Roberge D Pineault R amp Remondin M (2000) Patient perception of quality following a visit to a doctor in a primary care unit Family Practice 17(1) 21-29
[30] Hu L-T amp Bentler P M (1995) Evaluating model fit In R Hoyle (Ed) Structural equation modeling Concepts issues and
applications (pp 7699) Thousand Oaks CA Sage
[31] Jawahar S K (2007) A Study on out Patient Satisfaction of a Super Specialty Hospital in India Internet Journal of Medical Update 2(2) 13-17
[32] Jenkinson C Coulter A Bruster S Richards N amp Chandola T (2002) Patients experiences and satisfaction with health care Quality and Safety in Health Care 11(4) 335-339
[33] Joumlreskog K G amp Soumlrbom D (1989) LISREL 7 users reference guide Chicago Scientific Software
[34] Kilincer C amp Zileli M (2006) Visual Analog patient Satisfaction Scale Balkan Medical Journal 23(3) 113-118
[35] Kotler P amp Armstrong G (1994) Marketing Management Analysis planning Implementation and Control New Jersy Hall Engle wood cliffs
[36] Lim P C amp Tang N (2000) A study of patients expectations and satisfaction in Singapore hospitals International Journal of Health Care Quality Assurance 13(7) 290-299
[37] MacCallum R C Browne M W amp Sugawara H M (1996) Power analysis and determination of sample size for covariance structure modeling Psychological Methods 1(2) 130-149
[38] Naidu A (2009) Factors affecting patient satisfaction and healthcare quality International Journal of Health Care Quality Assurance 22(4) 366-381
[39] Nakijima H (1997) Better Health Through better life of Recourses World Health The Magazine of (WHO) 50th year(5) 9-10
[40] Palmer R (1991) Considerations in defining quality of care Health Administration Press Ann Arbor MI
[41] Parasuraman A Berry L amp Zeithaml V (1993) More on improving service quality measurement Journal of Retailing 69(1) 140-147
[42] Parasuraman A Zeithaml V amp Berry L (1985) A conceptual model of service quality and its implications for future research Journal of Marketing 49(4) 41-50
[43] Parasuraman A Zeithaml V amp Berry L (1988) SERVQUAL a multiple-item scale for measuring consumer perceptions of service quality Journal of Retailing 64(1) 12-40
[44] Parasuraman A Zeithaml V amp Berry L (1991) Refinement and reassessment of the
řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈocircŧƆŠƈƅŔũŮŷŜƅŕŝƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
SERVQUAL scale Journal of Retailing 67(4) 420-450
[45] Parasuraman A Zeithaml V amp Berry L (1994a) Alternating scales for measuring service quality a comparative assessment based on psychometric and diagnostic criteria Journal of Retailing 70(3) 201-230
[46] Parasuraman A Zeithaml V amp Berry L (1994b) Reassessment of expectations as a comparison standard in measuring service quality implications for further research Journal of Marketing 58(1) 111-124
[47] Rao K Peters D amp Bandeen-Roche K (2006) Towards Patient-centred health services in India a scale to measure patients perception of quality International Journal for Quality in Health Care 18(6) 414-421
[48] Reerink I amp Sauerborn R (1996) Quality of primary health care in developing countries recent experiences and future directions International Journal for Quality in Health Care 8(2) 131-139
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[50] Smithson M (2005) Statistics with confidence Thousand Oaks CA Sage Publications
[51] Smits H Leatherman S amp Berwick D (2002) Quality Improvement in the Developing World International Journal for Quality in Health Care 14(6) 439-440
[52] Sofaer S amp Firminger K (2005) Patient perceptions of the quality of health services Annual Review of Public Health 26( April) 513-559
[53] Sohail M S (2003) Service quality in hospitals more favourable than you might think Managing Service Quality 13(3) 197-206
[54] Sreenivas T amp Prasad G (2003) Patient Satisfaction - A Comparative Study Journal of the Academy of Hospital Administration 15(2) 7-12
[55] Tharenou P Donohue R amp Cooper B (2007) Management Research Methods Cambridge Cambridge University Press
[56] Thomas J W amp Penchansky R (1984) Relating Satisfaction With Access to Utilization of Services Medical Care 22(6) 553-568
[57] Thomason J amp Edwards K (1991) Using indicators to assess quality of hospital services in Papua New Guinea International Journal on Health Planning Management 6(4) 309-324
[58] Wilde-Larsson B amp Bergstrom K (2005) Adolescents perception of the quality of
orthodontic treatment Scandinavian Journal of Caring Sciences 19(2) 95-101
[59] Zeithaml V (1988) Consumer perceptions of price quality and value a means-end model and synthesis of evidence Journal of Marketing 52(3) 2-22
[60] Zeithaml V Berry L amp Parasuraman A (1993) The nature and determinants of customer expectations of service Journal of the Academy of Marketing Science 21(1) 1-12
[61] Zeithaml V Berry L amp Parasuraman A (1996) The behavioural consequences of service quality Journal of Marketing 60(2) 31-46
[62] Zeithaml V Parasuraman A amp Berry L (1985) Problems and strategies in services marketing Journal of Marketing 49(2) 33-46
[63] Zeithaml V Parasuraman A amp Berry L (1990) Delivering Quality Service Balancing Customer Perceptions and Expectations New York Free Press
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űƔũƈƅŔŕƎƊƈƓƊŕŸƔ 1
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ŽũŷŌƛ ƓśƅŔƇŕŷiquestƄŮŗ
ŕƎŠŕśţŌ iquestŸſƅŕŗŕƎŠŕśţŌƓśƅŔ ƓƍƑſŮƈƅŔƓžʼnŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔƃƔŌũŗ 2
řŗƏŸŰŗ ŽũŷŌƛ řƅƏƎŬŗĻŕƔŗŬƊ řƅƏƎŬŗ ƃƔŌũŗƋŨƍƉƈřƔƏŧƗŔƑƆŷiquestƏŰţƅŔƑŲũƈƆƅƉƄƈƔƑſŮƈƅŔ
3
ŘŧƔŠũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏŘŧƔŠ ŘŧƔŠ ƑſŮƈƅŔŕƎƈŧƂśƓśƅŔřƔƏŧƗŔ 4
ƉƏĿſŮąƔƛŧƔŠiquestƄŮŗ
ŽũŷŌƛ ŧƔŠiquestƄŮŗƉƏĿſŮąƔ
ĻŕƔŗŬƊ ŧƔŠiquestƄŮŗƉƏĿſŮąƔ ƅŔƑŲũƈƅŔƉƔŨƑſŮƈƅŔƋŨƎŗƇƎŗƑƊŸąƔ 5
ŧƔŠũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏŧƔŠ ŧƔŠ iquestƄŮŗƇƍŕŲũƈʼnŕſŮƉƏŸŗŕśƔƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔ 6
ŢśſƊƈũƔŻĻŕƔœŕƎƊ
ŽũŷŌƛ ŕƈŧţƑƅŏŢśſƊƈ ŢśſƊƈ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 7
ĻŕƈƔţũūƔƅĻŕƔœŕƎƊ
ŽũŷŌƛ ŕƈŧţƑƅŏƇƔţũ ƇƔţũ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 8
ĻŕƈũśţƈūƔƅĻŕƔœŕƎƊ
ŽũŷŌƛ ŕƈŧţƑƅŏƇũśţƈ Ƈũśţƈ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 9
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƇƍŕŲũƈƅʼnŕŗųƗŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ 10
ċŽŕƄũƔŻ ŽũŷŌƛ ĻŕƔŗŬƊċŽŕƄ ċŽŕƄ ƇƎƅŔƏţũŮƔƅƇƍŕŲũƈƅʼnŕŗųƗŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔƉŷ
ƇƎŲũƈ 11
ŔƏŬƔƅƉƔƎƔŪƊ ŽũŷŌƛ ƉƏƎƔŪƊŧţƑƅŏŕƈ
ƉƏƎƔŪƊ ƑſŮƈƅŔŔŨƍƓžƉƏƆƈŕŸƅŔ 12
řƅƏƂŸƈŚŬƔƅ ŽũŷŌƛ ŕƈŧţƑƅŏřƅƏƂŸƈ řƅƏƂŸƈ ƑſŮƈƅŔƑƅŏƃśƔŗƉƈřžŕŬƈƅŔ 13
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƑſŮƈƅŔŔŨƍƓžʼnŕŗųƗŔŧŧŷ 14
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ŧŧŷƑſŮƈƅŔƋŨƍƓžřƔŗųƅŔŘŪƎŠƗŔ 15
ũƔŻŘŧƔŠ ŽũŷŔƛ ŕƈŕŷƏƊŘŧƔŠ ŘŧƔŠ ƃƔŌũŗ ĻŕƔƊƂśŘũƏųśƈƏŘŧƔŠƑſŮƈƅŔƓžŘŪƎŠƗŔiquestƍ 16
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƃƔŌũŗũŕŴśƊƛŔŽũŻŧŧŷƏƓŗųƅŔůţſƅŔŽũŻ
ƏƑſŮƈƅŔŽũŻ 17
ŜţŕŗƅŔ
ŧŗƓƆŷŧƏƈţƈƇŕŬ
řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈocircũŮŷŜƅŕŝƅŔŧƆŠƈƅŔocirciquestƏƗŔŧŧŸƅŔ
32
ŗƒšŮƃŒŗƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƃŒƅƒƍƀřƏŰŧƆƃŒŧŲƈŗƌŞƍƇƆŗƒƈŒťƒƆŗŪŒŧťƑż ƃŒƑżœŬƆŗƆœŶƃŒŗšŮƃŒŖŧŒŨƍƃŗŶŕœřƃŒžŬƆťŗƈƒťƆƑż
ũƏśƄŧƅŔŧƏƈţƈƇŕŬŗƓƆŷ
ŧƎŸƈƅŔƔũƏŬƀŮƈŧiquestŕƈŷƗŔŘũŔŧƙƓƅŕŸƅŔŕ
ƃŒŭŤƄƆ ŸƔĉŧ ƇƔƏƂś ŘŧƏŠ ŚŕƈŧŦƅŔ řƔţŰƅŔ Ɖƈ ŚŔũŮŎƈƅŔ řƈŕƎƅŔ ƓśƅŔ ŧƊśŬƔ ŏŕƎƔƅ ŵŕƊŰ ũŔũƂƅŔ Ɠž řƔƆƈŷ ũƔƏųś ŘŧƏŠ ŚŕƈŧŦƅŔ řƔţŰƅŔ Ɠž ƓžŕŮƈƅŔŕƎƊƔŬţśƏŽŧƎś ƋŨƍ řŬŔũŧƅŔ řƈŧŦƆƅřƄũŧƈƅŔ ŘŧƏŠƅŔũƔżśƈ ŕƎƔƅŏ ƇŬƂƊƔƓśƅŔ ŧŕŸŗƗŔŧƔŧţśũŴƊřƎŠƏƉƈřƔţŰƅŔ ƑŲũƈ
ĻŔŧŕƊśŬŔƃƅŨƏƀŮƈŧřƊƔŧƈƓžřƈŕŸƅŔƓžŕŮƈƅŔŏŞŨƏƈƊƑƅHaddad et al1998bƑƅŏřŬŔũŧƅŔƋŨƍƑŸŬśŕƈƄ ƇƔƏƂś ŘŧƏŠƅŔ řƄũŧƈƅŔ Ɖƈ ƑŲũƈƅŔ ŚŕƈŧŦƆƅ řƔţŰƅŔ řƈŧƂƈƅŔ Ɠž ƓžŕŮƈƅŔ řƈŕŸƅŔ řŸŗŕśƅŔ ŘũŔŪƏƅ řţŰƅŔ Ɠž řƊƔŧƈ ƀŮƈŧƒũĆŠEcircŌŧƁƏ ʼnŕŰƂśŬŔƇŔŧŦśŬŕŗ řƊŕŗśŬƛŔ
ŜƔţ űŦƈś ƌƊŷ ŘũŕƈśŬŔ řţƅŕŰ iquestƔƆţśƆƅ ƒŧƔƄƏśƅŔƓƆƈŕŸƅŔ iquestƔƆţśƅŔ ƇŔŧŦśŬŕŗƏConfirmatory Factor Analysis ƉƈŲřƔƆƔƄƔƎƅŔřƅŧŕŸƈƅŔřŠŨƈƊşƎƊƈStructural Equation ModelingřŬŔũŧƅŔŚƆŰƏśŞŨƏƈƊŧƔƄōśƑƅŏHaddad et al1998b ŜƔţ
ƉŏŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔũƔżśƈƏŧŕŸŗƗŔŧŧŸśƈũƔżśƈƏƍřƔţƕŔŧŕŸŗƗŔƑƅŏřƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇŬƂƊśśřƔ řƔŕŷũƅŔŘŧƏŠřƔţŰƅŔ ƏƓŗųƅŔ ũŧŕƄƅŔ ŘŧƏŠ ƏřƔţŰƅŔ ƀžŔũƈƅŔ ŘŧƏŠ ĆŬŔ ŕƈƄŁśŇŦĊŧŘŧƏŠƅŔ ƇƔƏƂśƅ ŘŧţŔƏƅŔ řƊƔŸƆƅŚƊŧƏśŬ ũŕŗśŦŔ Ƈ řƈŧŦƆƅ řƄũŧƈƅŔ
ƑƅŏşœŕśƊƅŔŚũŕŮŌŜƔţƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔţŰƅŔ ƉŌ ƑŲũƈƅŔ ƉƏƄũŧƔ iquestƄŮŗ ƓŗŕŠƔŏ ŘŧƏŠ řƈŧŦƅŔ řƔţŰƅŔ řŝƜŝƅŔŕƍŧŕŸŗōŗ ŔŨƍƏƓţŰƅŔŵŕųƂƅŔũƔƏųśƅŕƎŠƈŕƊũŗƓžřƔũƏŬƅŔřţŰƅŔŘũŔŪƏŧƏƎŠŶƈƇŠŬƊƔ
ƃŒŘœƆƄƂƃŒŗƒšœřŽƆƓţŰƅŔƀƔƏŬśƅŔřƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔŘŧƏŠƅŔ
ťƔũŕśŔŜţŗƅŔƇƜśŬŜţŗƅŔiquestƏŗƁťƔũŕśƏ
ŗordmordmƆťƀƆƃŒƉƈƇŻũƅŔƑƆŷƓžƇŕƈśƍƛŔʼnŧŗŚƆśƓśƅŔřƔƊƈŪƅŔŘũśſƅŔiquestƏų
ŜţŗƅŔƉŌƛŏ ųŬŗƈƅŔƏ ƇŕŸƅŔ ŕƎƈƏƎſƈŗ ŘŧƏŠƅŔƓžŜţŗƅŔƏ řŗŕśƄƅŔŚŕƈŧŦƅŔ iquestŕŠƈ ƓžřƔţŰƅŔ ŚŕƈŧŦƅŔ Ɠž ĻŔŧƔŧţśƏ ƛƔiquestŔŪ
ĻŕŷƏŲƏƈĻŕŝƔŧţ Ƈŕŷ Ƒśţ ƌţƈƜƈ ũƎŴś ƇƅƏŕƈŧƊŷƃƅŕƊƍŚţŗŰŌƈŠƈƓžŘŧƏŠƅŔƀƔŗųśŘũƏũŲƅŘƏŷŧŚŕƈŧŦƅŔiquest
řƔţŰƅŔŚŕƈŧŦƅŔŕƎƊƈƏƒũƄŗƅŔŸśŧƓžŕŮƈƅŔƓž řƈŧƂƈƅŔ řƔţŰƅŔŚŕƈŧŦƅŔƓžƑŲũƈƅŔ ʼnŔũŊ
řƔţŰƅŔřƈŧŦƅŔŘŧƏŠƇƔƏƂśƓžřƈŕƎƅŔŶƔŲŔƏƈƅŔƉƈJenkinson
et al 2002ũƏũƈƅŔ ũƏŧƉŷƃƔƍŕƊ ŗřƔţŰƅŔ řƈŧŦƅŔ řŗũŠśƜŸƅŕŗƇŔŪśƅƛŔŜƔţƉƈƑŲũƈƅŔƃƏƆŬƓžiquestƈŕŸśƅŕŗũŔũƈśŬƛŔƏŞ
řƔţŰƅŔ řƈŧŦƅŔ ŧƏŪƈ ŶƈƌŬſƊŚŕŠũŦƈƅŔƏ řƔţŰƅŔ řƅŕţƅŔƏ řƔŗųƅŔSofaer amp Firminger 2005 Wilde-Larsson amp
Bergstrom 2005
Ɠž řƔţŰƅŔ ŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔ ƇƔƏƂśƅ ƓƊŸžŧ ŕƈ ƉŏƏƍƀŮƈŧřƊƔŧƈƓžřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔřƈŕŸƅŔƓžŕŮƈƅŔŖŕŗŬƗŔ
ƕŔśřƔ iquestƄiquestŔƏƈƗŔƉƈŘŧƔŔŪśƈƏŘũƔŗƄźƅŕŗƈřƔũƏŬƅŔřƈƏƄţƅŔũƈŝśŬś
ƓţŰƅŔŵŕųƂƅŔƓžƇŕŷƇŕŷƓſžŘũŔŪƏřŰţŚżƆŗ řŗŬƊ řƈŕŸƅŔ řƊŪŔƏƈƅŔ Ɖƈ řţŰƅŔ ƈƅŔŎŚŔũŮ
řƔţŰƅŔŘŧŷiquestŔƏƈƗŔ ƋŨƍƉƈřƈƏƄţƅŔŽŧƎśŜƔţũƏƈŌŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ũƔƏųś ŕƍŧţŌƓž řƈŧƂƈƅŔ řƔţŰƅ
řƈŕŸƅŔƓžŕŮƈƅŔ ŧƔŧţś Ɠž ŚŕƈŧŦƅŔ ŘŧƏŠƅ ƑŲũƈƅŔ ƃũŔŧŏ řƔƈƍŌƇƄţƅŔƑƆŷ
řƈŕŸƅŔƓžŕŮƈƅŔƓžřƈŧƂƈƅŔřƔţŰƅŔŚŕƈŧŦƅŔŘŧƏŠ ƓžřƔţŰƅŔŚŕƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔŚƅƏŕƊśƓśƅŔŜƏţŗƅŔŘũŧƊ
řƔũƏŬ
ŘŧƏŠƅŔƇƔƏƂśřƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
33
ŗƀŕœŪƃŒŘœŪŒŧťƃŒūŃũąŧƅŔ Ɠž řƄũŧƈƅŔ ŘŧƏŠƅŔ ŵƏŲƏƈũƔŝƄƓž ŜŕţŗƗŔ Ɖƈ
řƈũŰƊƈƅŔřŝƜŝƅŔŧƏƂŸƅŔParasuramn et al 1985 1988 1991 1993 1994a 1994b Zeithaml et al 1985 1990 1993 1996 Thomas amp Penchansky 1984 Dutton et al 1985 Lim amp Tang 2000 Srenivas amp Prasad 2003 Bos et al 2005 Kilincer amp Zileli 2006 Jawahar 2007 Elleuch 2008 Naidu 2009
Gill amp White 2009Ə ƓƆŷƏ ƇƏũŮŦƅŔƏƉŕųƆŬ Ə ƓŗŷŪƅŔƏ ƓƄũƄƅŔƏ ŞŔũſƅŔ
ƏũƏŮŕŷřƅŧŕŗŸƅŔƏŨƏŕƎƈƔƏƂśƏŕƎſƔũŸśƅřƅƏŕţƈƓžƃƅƅŔ řƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔ ŽƔũŸś ƉƄƈƔƏ ŕƎƊōŗ řƔţŰƇƔƏƂśƅŔ
űƔũƈƅŔŽƁƏƈ ƏŌűƔũƈƆƅ iquestƈŕŮƅŔĉƔƈśƅŔ ƏŌ ƇŕŸƅŔ ƀƏſśƅŔ iquestŕƔţŪřƈŧƂƈƅŔřƈŧŦƆƅParasuramn et al 1988
ŕƈŌNakijima ũŕŮŌ ŧƂžŏřƈŧŦƅŔ ŘŧƏŠ ƉŌ ƑƅƓƍřƔţŰƅŔƉŷŘũŕŗŷƀƂţƔŖƏƆŬōŗřƔŗųƅŔŚŕƔƊƂśƅŔƏƇƏƆŸƅŔƀƔŗųś
řƈŕŸƅŔ řţŰƆƅ ŘŧŕſśŬŔ ƑŰƁŌũųŕŦƈƆƅ űũŸśƅŔ ŘŧŕƔŪ ƉƏŧNakijima 1997 33
ŢŲƏŌƏKotler amp ArmstrongřƈŧŦƅŔŘŧƏŠƉōŗ Ɠƍ řƔţŰƅŔřƈŴƊƈƅŔ ŕƎƈŧŦśŬś ƓśƅŔ ƀœŔũųƅŔ iquestŕƄŮŌ Ɖƈ iquestƄŮ
řƔţŰƅŔśƅƗŔřƔţŰƅŔŚŕƈŴƊƈƅŔƉŷŕƎŬſƊŪƔƈŕƎƅřƎŗŕŮƈƅŔƐũŦųŕŮƊƅŔƓžřƔţŰƅŔřƈŴƊƈƅŔƉŷŘũƏŰƉƔƏƄśƀƔũųƉŷŧŧţśś
ŚŕƔƏśŬƈƅŔŶƔƈŠƑƆŷřƈŴƊƈƅŔřƔŰŦŮŕƎƅƜŦƉƈKotler amp
Armstrong 1994 640 ŧƄŌ ŧƁƏ ƏƔƍŖƏƆŬŌ Ɠƍ řƔţŰƅŔ řƈŧŦƅŔ ŘŧƏŠ ƉŌ
ũŔũƈśŬŕŗŕƎƊƔŬţśƏřƔţŰƅŔřƔŕŷũƅŔŚŕƈŧŦƇƔŧƂśŚŕƔƆƈŷřŬŔũŧƅiquestŕƈŷŌŪŕŠƊŔ ŕƎƊōŗŽŕŲŌƏƇƍũƔŻƏƑŲũƈƅŔŚŕŠŕƔśţŔƓŗƆƔ ŕƈŗ
ƉƈƏŬũƄ řƔƅŕŷ ŚŔũŕƎƈ ƒƏŨ ƉƔƆƈŕŷ ŧŔũžŌŔƇƎśŔũŕƎƈƏ ƇƎŬſƊŌƇƍŕŲũƈƅřƔƅŕŷŘŧƏŠŚŔŨřƈŧŦƇƔŧƂśƅƏƔƍˬ
ĉƔŗƔƏƉƓƅŕŬŸƅŔƇƔŧƂśƓƊŸśřƔţŰƅŔřƈŧŦƅŔ ŘŧƏŠƉōŗĻŕƊŕƈŌ ũŝƄŌ řƔţŰ ŚŕƈŧŦĻƛŕƊƈ iquestƎŬŌƏŕƎƔƈŧƂƈƅ ĻŕŷŕƊƁŏ ũŝƄŌƏ
ʼnŕŲũŌ ũŝƄŌƏŕƎƊƈ ƉƔŧƔſśŬƈƆƅţŗŜƔŘũŴƊ ŶƈśŠƈƅŔ Ɠž ŧƅƏśśřƔŗŕŠƔŏŏřƈŧƂƈƅŔřƔţŰƅŔřƔŕŷũƅŔƑƅƓƅŕŬŸƅŔƏŌŧƄƉŕƔŧƔŗŕƊƏŧƇƏƆŸƅŔƀƔŗųśƓƍřƔţŰƅŔřƈŧŦƅŔŘŧƏŠƉŌ
řƔŗųƅŔŚŕƔƊƂśƅŔƏŘŧŕƔŪƉƏŧřƈŕŸƅŔřţŰƆƅŘŧŕſśŬŔƑŰƁŌƀƔƂţśƅƗŔ ŔŨƍ ƑƆŷƏ ũųŕŦƈƆƅ űũŸśƅŔŧŧţś ŘŧƏŠƅŔ řŠũŧ ƉŐž ūŕŬ
žōŗŔƏƈiquestŲŧœŔƏſƅŔƏũųŕŦƈƅŔƉƔŗřƊŪŽƏũŬŦşśƊśŬƊƀŗŬŕƈƈŌƇƔƏƂśƉƛŏƏƍŕƈřƔţŰƅŔŚŕƈŧŦƅŔŔūŕƄŸƊ
ƙřƔţŰƅŔřƈŧŦƅŔƇƔŧƂśƓžƑſŮƈƅŔʼnŔŧƗűƔũƈƅŔƃŔũŧŘŔŧŌƓƍƏ
řƈƎƈŧƔŧţśƅƇŧŦśŬśiquestƄŕŮƈƅŔƓśƅŔűũśŸśƇƔŧƂśŚŕƈŧŦƅŔřƔţŰƅŔřžŕŲƙŕŗƑƅŏŢƔŲƏśŚŔƏŠſƅŔƓśƅŔƔƊŕŸśŕƎŘŧƏŠŚŕƈŧŦƅŔřƔţŰƅŔ
řƔţŰƅŔ řƈŧŦƅŔ ŘŧƏŠ ƇƔƏƂśƅ řƔŧƔƆƂśƅŔ řƂƔũųƅŔ ŚƊŕƄ ĻřƔŔŧŗƏ ũŴƊ řƎŠƏ Ɖƈ ƀƆųƊśƒŧƏŪƈřƔţŰƅŔ řƔŕŷũƅŔƑƅŏ řžŕŲƙŕŗ
ŜƔţ řƈƏƄţƅŔũƄŨś ŚƊŕƄƉƈ Řũśž ũŗŷ řƔœŕŰţƙŔ ŚŔũŮŎƈƅŔƉƈŪƅŔƑŲũƈƅŔ ũŴƊ řƎŠƏũŕŗśŷƙŔ ƉƔŸŗ ŨŦƗŔ ƉƏŧ ŕƈƔž ƉƄƅŧŸŗƇŕƊśƈƏƇŕƍũƏŧřƔţŰƅŔřƈŧŦƅŔŘŧƏŠƅƑŲũƈƅŔƃŔũŧƙŢŗŰŌ
řƔţŰƅŔřƈŧŦƅŔŘŧƏŠƇƔƏƂśƓžŶƈŚŕƈƔƏƂśƅŔƋŨƍŚſƆśŦŔƏƅƑśţƐũŦŌ ũŴƊ ŚŕƎŠƏ Ɖƈ ŚŕƈƔƏƂśƅŔřƔţŰƅŔ řƈŧŦƅŔ ŧƏŪƈƄ
Calnan 1988 ƔŴƏś ƉŕƄƈƙŕŗŢŗŰŌŜƔţƑŲũƈƅŔ ʼnŔũŊŽřƔţŰƅŔřƔŕŷũƅŔƇŕŴƊƓžřƈĉƔƁŚŔũƔƔżśʼnŔũŠƙPalmer 1991
Donabedian 1992 Fitzpatrick 1991 Reerink amp
Sauerborn 1996 Andaleeb 2000ĉŧŸƔƏűƔũƈƅŔƑŲũřƔţŰƅŔ ŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔ ŚŔũŮŎƈ ƇƍŌ ƉƈNaidu
2009 Gill amp White 2008 ƒŨƅŔƏƌœƛƏ Ɠž ũŝŎƔ ƋũƏŧŗƑſŮƈƅŔiquestŕƔţřƔƆŗƂśŬƈƅŔŚŕƔƄƏƆŬƆƅƋŕƔŔƏƊƏNaidu 2009 Choi
et al 2004ƏƇŝƉƈŘũŔŧŏƇŕƈśƍŔųţƈűƔũƈƅŔƑŲũŢŗŰƔƑſŮƈƅŔŕƈƔŬƛŧƏŠƏ iquestŴ Ɠž ƀƏŬƆƅ řƔŕŷũƅŔřƔţŰƇŬśƔ
ŘŧƔŧŮƅŔřƔŬžŕƊśƅŕŗJawahar 2007ŕƈƄśƉƈřƔţŰƅŔřƈŧŦƅŔŚŕƈƔƏƂśƇŧŦśŬƑŲũƈƅŔũŴƊřƎŠƏʼnŔũŠƙƓƁŕŗ ũŕŗśŷƛŔ ƉƔŸŗ ŨŦōś ƓśƅŔ řƆƈŕŮƅŔ ƇƔƏƂśƅŔ řƔƆƈŷ
ŽŔũųƗŔřƈƏƄţƅŔƏʼnŕŗųƗŕƄƑƅŏiquestƏŰƏƅŔŽŧƎŗƃƅŨƏƉŪŔƏśƅŔiquestŝƈƗŔŕƎƔƈŧŦśŬƈŚŕŸƁƏśƏřƈŧƂƈƅŔřƈŧŦƅŔƉƔŗHaddad et al
1998bŧƁ ƑŲũƈƅŔ ũŴƊ řƎŠƏ Ɖƈ řƔţŰƅŔ řƈŧŦƅŔ ƇƔƏƂś iquestŕƈƍŏ Ɖŏ
ŧŎƔŜƔţŘŧƏŠƆƅřƔƈƔƏƂśƅŔřƔƆƈŸƅŔƀŧŰƏřƔƁƏŝƏƈűŕſŦƊŔƑƅŏƒ ŧŠƊƐũŦƗŔ řƔƈƔƏƂśƅŔ ƀũųƅŔ Ŷƈ řƊũŕƂƈƅŕŗƏŨŦƗŕŗ ƇƔƏƂśƅŔ ƉŌ
ƕŔŕƔŔŪƈƅŔƇŧƂƔƑŲũƈƅŔũŴƊřƎŠƏũŕŗśŷƛŔƉƔŸŗśřƔHaddad
et al 2000 ŘũŮŕŗƈƑŲũƈƅŔƉƈřƄũŧƈƅŔřƔţŰƅŔřƈŧŦƅŔŘŧƏŠūŕƔƁƉƄƈƔ
ƇƔŧƂśŧŸŗřƔţŰƅŔřƈŧŦƅŔ řƂƔũųƅŔƋŨƍřſƆƄƈũƔŻ Ɠž ŘŧƏŠƏƈƅŔŚŕƊŕƔŗƅŔƑƆŷ ŕƎœŔũŠŏƓž řƂƔũųƅŔ ƋŨƍ ŧƈśŸśƛ
řƔŗųƅŔŚƜŠŬƅŔ řƂƔũųƅŔ ƋŨƍřƔŕŷũƅŔ ŘŧƏŠ Ɠž ŚŕžƜśŦƜƅ řƔŬŕŬţ ũŝƄŌ
iquestŧŸƈƅŔ ŚŕƔžƏƅŔ iquestŧŸƈƄ ŚŔũŮŎƈƅŔ űŸŗ Ɖƈ řƔţŰƅŔAdjusted Mortality RateŚŕſŷŕŲƈƅŔ iquestŧŸƈ ƏŌ Complications Rate
řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈocircũŮŷŜƅŕŝƅŔŧƆŠƈƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
34
ąƔŸĉŧƇƎƊƈ řƄũŧƈƅŔ ŘŧƏŠƆƅ ƇƍƗŔ ŧŧţƈƅŔ ƑŲũƈƅŔ ƃŔũŧŏBabkus amp Mangold 1992śŜƔţũŝŎřƄũŧƈƅŔŘŧƏŠƅŔ
řƈŧŦƅŔƑƆŷiquestƏŰţƆƅƑſŮƈƅŔŘũŕƔŪiquestŕƔţřƔƆŗƂśŬƈƅŔŕƔŔƏƊƅŔƓžřƔţŰƅŔBolton amp Drew 1988 Zeithaml 1988
ąƔŸĉŧŗƊ੠řƔţŰƅŔ řƈŧŦƅŔ ŘŧƏŠƅ ƑŲũƈƅŔ ƃŔũŧŏĻŕĉƈƎƈĻŕƓžƋũƏŧŖŗŬŗƃƅŨƏřƔţŰƅŔřƔŕŷũƅŔŪƄŔũƈ ŘŧƏŠƇƔƏƂśřƔƆƈŷřƔŕŷũƅŔ ŪƄŔũƈ řƔŧŕƈśŷŔƏ ʼnŔŧƘƅ řƔƊƎƈƅŔ ũƔƔŕŸƈƅŔ řŸŗŕśƈ Ɠž
řƔţŰƅŔ ƃŒŗƄƂŬƆŗŪŒŧť
ŕƎƊŕƈŲƏŘŧƏŠƅŔƇƔƏƂśƇƏƎſƈƓƂŗŖƔũƁŚƁƏƑśţƋũƄśţśĻŕžũśřƈŧƂśƈƅŔiquestƏŧƅŔĻŔũƄţŘŧƏŠƅŔƇƏƎſƈŧŸƔƇƆžĻƜƔƏųƇŧƔƇƅŔŨƍƉƄƅ
řƔƊżƅŔ iquestƏŧƅŔ ƑƆŷThomason amp Edwards 1991 ŜƔţƉƈřŲſŦƊƈŚŕƔƏśŬƈřƔţŰƅŔřƔŕŷũƅŔ ŘŧƏŠũƔƏųśƑƊŕŷƇŕƈśƍŔ
řƔƈŕƊƅŔ iquestƏŧƅŔřƔũƏŬ ŕƎƊƈƏ ŖƔũƁ ŧƎŷ ƑśţReerink amp
Sauerborn 1996 Smits et al 2002ƏƇŝƉƈŨŦƗŔƉŐžƉƈ ŕƊƊƄƈƔ řƔţŰƅŔ řƈŧŦƅŔ ŘŧƏŠ ƇƔƏƂś řƔƆƈŷ Ɠž ƑŲũƈƅŔ ƒŌũŗƋŨƍŚŧŠƏƓśƅŔūŕƊƅŔŚŕŠŕţƅ Ļřŗ੶ŬŔ ũŝƄŌŚŕƈŧŦƅŔ ƋŨƍ iquestŸŠ
ƇƎƆŠŌƉƈŚŕƈŧŦƅŔRao et al 2006ŦĻŕŰƏŰƓžůƂƊƅŔŶƈřƔƊŧśƈƅŔ ŘŧƏŠƅŔ ŖŗŬŗ řƔƈŕƊƅŔ iquestƏŧƅŔ Ɠž řƈŕŸƅŔ ƓžŕŮƈƅŔ řƔƈƍŌ
řƔţŰƅŔŚŕƈŧŦƆƅŕƎƈŧƂśƓśƅŔBhandari 2006Ɠž ŜţŗƅŔ ŔŨƍ řƆƄŮƈ iquestŝƈśś ūŕƔƁřƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ
řƈŧƂƈƅŔ ŕƎƈƔƏƂśƏƓžřƈŕŸƅŔƓžŕŮƈƅŔƓžƑŲũƈƅŔũŴƊřƎŠƏƉƈŶƁŔƏ ƑƆŷ ŽƏƁƏƆƅ ƃƅŨƏ ƀŮƈŧ řƊƔŧƈřƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠƐũŦŌŘũŕŗŸŗƏŌƓžŕŮƈƅŔƋŨƍƓžřƈŧƂƈƅŔŘŧƏŠƅŔŧŕŸŗŌŕƈřƄũŧƈƅŔ
řƔţŰƅŔŚŕƈŧŦƆƅ ƏřƈŧŦƅŔ ŘŧƏŠƑŲũƈƅŔƃũŧƔiquestƍƓžřƔţŰƅŔŌřƔŗŕŠƔŏŕƎƊŌƑƆŷƀŮƈŧřƊƔŧƈƓžřƈŕŸƅŔƓžŕŮƈƅŔƏ řƔŗƆŬ
ƃŒŘœƒŰŧżŗŪŒŧťƏƃƍƕŒŗƒŰŧŽƃŒ
raquoƅ ĻŕƂžƏHaddad et al1998b řƔţŰƅŔŚŕƈŧŦƅŔ ŘŧƏŠƉŐžƓƍŧŕŸŗŌřŝƜŝƑƅŏƇŬƂƊś
řƔţŰƅŔřƔŕŷũƅŔŘŧƏŠ ƓŗųƅŔƇƁŕųƅŔŘŧƏŠ řƔţŰƅŔƀžŔũƈƅŔŘŧƏŠ
ŧŧţśƌƔƆŷʼnŕƊŗƏƔŕƈƄƑƅƏƗŔřƔŲũſƅŔśōƓEgraveiquestƄŮŗƇŬƂƊƔƏŧŕŸŗƗŔŧŧŸśƈũƔżśƈƓƍřƔţŰƅŔŚŕƈŧŦƅŔŘŧƏŠƉŏ
ŧŕŸŗŌřŝƜŝƑƅŏƒƏƊŸƈ
ŗƒƈœśƃŒŗƒŰŧŽƃŒ ŞŔũſƅŔ ŧŠƏ ŚŕƈŧŦƅŔ ŘŧƏŠ ŶƁŔƏŚƅƏŕƊś řŬŔũŧ Ɠž
ƓžřƈŧƂƈƅŔřƔţŰƅŔƅŔƓžŕŮƈřŸŗŕśƅŔřƔƈƏƄţƅŔƅƓƅŕŸƅŔƇƔƆŸśƅŔŘũŔŪƏƓŗŕŠƔŏ iquestƄŮŗ řƈŧŦƅŔ ŘŧƏŠ ŔƏƄũŧŌ ƑŲũƈƅŔ řƔŗƅ௠ƉŌ řƔũƏŬŗ
ƌƔƆŷƏřƔŲũſƅŔƉŐžřƔƊŕŝƅŔƓśōƔŕƈƄŧĉŧţśŜţŗƆƅ ƃũŧŁś řƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ƉŏƉƈ ƓŗŕŠƔŏ iquestƄŮŗ ĻŕƔƏƊŸƈ
ƑŲũƈƅŔƏŬƉƈ ŵũſśƔřƔŲũſƅŔ ƋŨƍ ŚŕƔŲũžřƔŷũžĻŕƂžƏƉƈ řƔţŰƅŔ ŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔ ŕƎƔƅŏ ƇŬƂƊśŬ ƓśƅŔ ŧŕŸŗƘƅ
řŠƔśƊiquestƜŦũŕŗśŦŔƑƅƏƗŔřƔŲũſƅŔ Ɖƈ ƓŗŕŠƔŏ iquestƄŮŗ ĻŕƔƏƊŸƈ ƃũŧŁś řƔţŰƅŔ řƔŕŷũƅŔ ŘŧƏŠ Ɖŏ
ƑŲũƈƅŔ ƃũŧŁś ƓŗųƅŔ ƇƁŕųƅŔ ŘŧƏŠ ƉŏƉƈ ƓŗŕŠƔŏ iquestƄŮŗ ĻŕƔƏƊŸƈ
ƑŲũƈƅŔ Ɖƈ ƓŗŕŠƔŏ iquestƄŮŗ ĻŕƔƏƊŸƈ ƃũŧŁś řƔţŰƅŔ ƀžŔũƈƅŔ ŘŧƏŠ Ɖŏ
ƑŲũƈƅŔ ƃŒŻťƋŗŪŒŧť
ŜţŗƅŔ ŽŧƎƔřƄũŧƈƅŔ ŘŧƏŠƅŔ ŕƎƔƅŏ ƇŬƂƊś ƓśƅŔ ŧŕŸŗƗŔ ŧƔŧţśŕƎŬŕƔƁ iquestƜŦ Ɖƈ ƑŲũƈƅŔ ũŴƊ řƎŠƏ Ɖƈ řƔţŰƅŔ ŚŕƈŧŦƆƅ
ƒŧƔƄƏśƅŔƓƆƈŕŸƅŔ iquestƔƆţśƆƅ ŕƎŷŕŲŦŏƏConfirmatory Factor
AnalysisƇŝ ƉƈƏřƔţŰƅŔ řƈŧŦƅŔ ŘŧƏŠ ƑƆŷ ʼnƏŲƅŔ ųƔƆŬśƀŮƈŧřƊƔŧƈƓžřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔřƈŕŸƅŔƓžŕŮƈƅŔƓžřƈŧƂƈƅŔ
ƋŨƍ Ɠž řƈŧƂƈƅŔ řƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ƇƔƏƂś iquestƜŦ Ɖƈ ƃƅŨƏƑŲũƈƅŔ ũŴƊ řƎŠƏ Ɖƈ ƓžŕŮƈƅŔƏŌ ŕƎśƔŗŕŠƔŏ Ɛŧƈ ŧƔŧţśƏ
ŕƎśƔŗƆŬƏĻŔũƔŦŌŧŷŕŬśŚŕƔŰƏśƏ şœŕśƊ ŶŲƏƉƔƔũƏŬƅŔ ƉƔŝţŕŗƅŔĻŕŰƏŰŦ ĻŕƈƏƈŷ ŖũŸƅŔƏƓžřżƆƅŕŗ ƉƊƂƈ ūŕƔƂƈ ƑƆŷ iquestƏŰţƅŔ
řƔţŰƅŔŚŕƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƆƅřƔŗũŸƅŔŘũƏŰƇƔŧƂśƑƅŏĻřžŕŲŏ ƗŖŕţŰƓžŕŮƈƅŔ Ɠž ũŔũƂƅŔƓž řţŰƅŔ ŘũŔŪƏƅ řŸŗŕśƅŔ řƈŕŸƅŔ
řƔũƏŬŗűũżřƔţŰƅŔŚŕƈŧŦƅŔŘŧƏŠƉƔŬţśŕƎƔžřƈŧƂƈƅŔŗŪŒŧťƃŒŗƒƆƋŊ
ŵƏŲƏƈƉŌ řƂŗŕŬƅŔŚŕƔŗŧƘƅ ƌśŸŠŔũƈiquestƜŦƉƈŜţŕŗƅŔ ŧŠƏřƔţŰƅŔ řƔŕŷũƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔŕƎŬŕƔƁƏŜƏţŗƅŔƓž ƌƂţƀƆƔ Ƈƅ
řƔŗũŸƅŔĻŕƈƏƈŷ řƔũƏŬƅŔƏ ĻŕŰƏŰŦiquestƏŕƊś Ɖƈ ƇŻũƅŔ ƑƆŷƅŔũƔŝƄƃƔƍŕƊƐũŦŌŚŔũƔżśƈŗƌśƁƜŷƏũƔżśƈƅŔŔŨƎƅřƔŗƊŠƗŔŜƏţŗƅŔƉƈ
ƉƔƊųŔƏƈƅŔ ŘŕƔţ Ɠž řƔţŰƅŔ řƔŕŷũƅŔ ũƏŧ ƉŷŞŔũſƅŔƑƅŏ iquestƏŰƏƅŔ ƑƆŷ řŬŔũŧƅŔ ƋŨƍ iquestƜŦ Ɖƈ ŜţŕŗƅŔ iquestƈŸƔŬ ŜƔţ
ƉƊƂƈūŕƔƂƈřœƔŗƆƅŚŕƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔũƔżśƈƅřƔũƏŬƅŔřƔŗũŸƅŔřƔţŰƅŔřƔƈƍŌŧŬŠśśŕƈƄŜţŗƅŔĻŕŲƔŌƉŷŘũƏŰʼnŕųŷŏƓžƐŧƈ řƔŗŕŠƔŏƓž řƈŧƂƈƅŔ řƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠƅ ƑŲũƈƅŔ ƃŔũŧŏ
řƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
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ƀŮƈŧřƊƔŧƈƓžřţŰƅŔ ŘũŔŪƏƅ řŸŗŕśƅŔ řƈŕŸƅŔƓžŕŮƈƅŔƌśƔŗƆŬƏŌƏƇŝƉƈřžũŸƈƑƆŷ ŕƎƔžũŔũƂƅŔŖŕţŰŌƏřţŰƅŔ ŘũŔŪƏ ŘŧŷŕŬƈ
ŕƎƔžŕŮƈƓžŘŧƏŠƅŔƉƔŬţśřƔƆƈŷƓžŕƎŸƁƏƈ ƃŒŝƌƈƆŗŪŒŧť
ƃŒƍƑőœŮšƗŒŴƆřŞƆƃŒŶŗƈƒƑŲũƈƅŔƉƈƓœŕŰţƙŔŶƈśŠƈƅŔŽƅōśƔƇƎŸƔƈŠƇƎŠƔũŦśiquestƔŗƁ
ŧƈƓžřţŰƅŔ ŘũŔŪƏƅřŸŗŕśƅŔřƈŕŸƅŔƓžŕŮƈƅŔƉƈƀŮƈŧřƊƔiquestƜŦŚŕƊŕƔŗƅŔ ŶƈŠ Řũśž ŧƁƏŸƈŠŚřƈŴśƊƈ řƔœŔƏŮŷ řƂƔũųŗŚŕƊŕƔŗƅŔ
ƉƈŘŧśƈƈƅŔŘũśſƅŔiquestƜŦŌƉƏƊŕƄũƎŮřƔŕƎƊƑśţiquestƏƆƔŌũŦŔƏiquestƏƗŔƉƈ ƇŕŸƅŔiquestŧŸƈŗŚŕƊŕŗśŬƛŔŶƈŠƑƆŷŜţŕŗƅŔiquestƈŷŜƔţ
ƉƔŗšƏŔũśƔƏƓžŕŮƈƉƈĻŕƔŷƏŗŬŌřƊŕŗśŬŔūƔſƊƅŔƉŗŔƏƀŮƈŧ ƏũƈţƗŔ iquestƜƎƅŔŚŕƊŕƔŗƅŔ ŶƈŠ Řũśž řƔŕƎƊ ŕƎƊŷ şśƊƓœŕŰţƙŔiquestƔƆţśƆƅřţƅŕŰřƊŕŗśŬŔ
ŘœƈœƒŕƃŒfrac34ƒƄšřŚƆƆąţŔŧŦśŬŕŗ ŚŕƊŕƔŗƅŔŠƈŕƊũŗƅŔ ƇƉƔƔœŕŰţƙŔƉƔSPSSũŔŧŰƙŔƏAMOSũŔŧŰƙŔƇŧŦśŬŔŜƔţiquestƄ
ƓƆƈŕŸƅŔ iquestƔƆţśƅŔ Ɖƈ ƒŧƔƄƏśƅŔCFAŕſƅŌ ŤŕŗƊƏũƄ iquestƈŕŸƈƏCronbachs AlphaƑƅƏƗŔ řƔŲũſƅŔ ũŕŗśŦƛƑƅŏ řžŕŲƙŕŗ
ŘŧţŔƏƅŔ ŚŕƊƔŸƆƅ ŚƊŧƏśŬ ũŕŗśŦŔOne-sample T-testƃƅŨƏřƔƊŕŝƅŔřƔŲũſƅŔũŕŗśŦƛŘœƈœƒŕƃŒŴƆŞŗƄƒŪƍ
ŽƅōśśƏ řƊŕŗśŬƛŔ ƓƍřƔžŔũżƈƔŧƅŔ iquestƈŔƏŸƅŔ ūƔƔŕƂƈƅ řžŕŲŏřƔţŰƅŔ řƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƆƅ ŧŕŸŗƗŔ ŧŧŸśƈūŕƔƂƈ ƉƈƏƒŨƅŔ
ƋũƏųHaddad et al 1998b Ɖƈ ŽƅōśƔƏ ŘũŕŗŷůƆŦśŬŔ ŕƎƊƈ Ō řŝƜŝ ƑƆŷ ŵŪƏśś ŘũŕŗŷŧŕŸŗƃƅŨƏŧŸŗ
ŏŚŔʼnŔũŠřƔũƏŬƅŔ řƔŗũŸƅŔ řœƔŗƅŔ ƑƆŷ ƉƔƊƂśƅŔ ŚŔʼnŔũŠŏ ŚƊŕƄƏƔŕƈƄƉƔƊƂśƅŔśōƓ
řŠƏŧŪƈřƈŠũśʼnŔũŠŏDouble Translation
ƓƂƔƂţƅŔƑƊŸƈƅŔiquestŕŰƔŏƏƍřƈŠũśƅŔƋŨƍʼnŔũŠŏƉƈŽŧƎƅŔŜƔţƓśƅŔƏ řƔŪƔƆƄƊƙŔ řżƆƅŕŗ iquestŰƗŔƓžŚũƏųƓśƅŔūŕƔƂƈƅŔŚŔũŕŗŸƅ
ŗųśŬƀřƔŗũŸƅŔŜŧţśƔŶƈśŠƈƑƆŷřƔƅŕţƅŔřŬŔũŧƅŔƓž
ƒũƍŕŴƅŔƀŧŰƅŔFace Validity
řŠƏŧŪƈƅŔřƈŠũśƅŔƉŷşśŕƊƅŔūŕƔƂƈƅŔűũŷiquestƜŦƉƈƃƅŨƏŚŕŸƈŕŠƅŔ ŘŨśŕŬŌƏ ʼnŔũŗŦƅŔ űŸŗ ƑƆŷʼnŔŧŗŏƏ ƌƈƔƏƂś ŽŧƎŗ
ƌƅŕƔţŚŕŴţƜƈƅŔ
ƓƆƈŕŸƅŔ ƀŧŰƅŔƒŧƔƄƏśƅŔConfirmatory Factorial
Validity
ũŕŗśŦƛŔŔŨƍiquestƜŦƉƈřƔœŕƊŗƅŔřƅŧŕŸƈƅŔřŠŨƈƊřƔƊƂśƇŔŧŦśŬŕŗƏStructural Equation Modeling ƑƅƏƗŔ řƔŲũſƅŔ ũŗśŦśŬ
Ƒƅŏ řƔţŰƅŔ ŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔ ũƔżśƈ ƇŕŬƂƊŔ Ɖƈ ŧƄōśƆƅŕƎƊĉƔŗƓśƅŔřŝƜŝƅŔŧŕŸŗƗŔHaddad et al1998b
ŚŕŗŝƅŔReliability
ũƔŮƔƏƉƈ ĻŕƔƅŕŦ ūŕƔƂƈƅŔ ŕƎŗ ƉƏƄƔ ƓśƅŔ řŠũŧƅŔ Ƒƅŏ ŚŕŗŝƅŔūŕƔƂƆƅ řƔœŔƏŮŸƅŔ ʼnŕųŦƗŔSmithson 2005ƒŧŎś ŜƔţ
ŚŕŗŝƅŔƉƈřƔƊŧśƈƅŔŖŬƊƅŔŚŔŨūƔƔŕƂƈƅŔƑƅŏƂśſśşœŕśƊũřƁŧƅŔƑƅŏTharenou et al 2007ũŕŗśŦƛŤŕŗƊƏũƄiquestƈŕŸƈƇŧŦśŬƔŬƏ
ƏŠƅŔ ŧŕŸŗŌ ūƔƔŕƂƈƅ ƓƆŦŔŧƅŔ ƀŕŬśƛŔřƔţŰƅŔ ŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƒŧƔƄƏśƅŔƓƆƈŕŸƅŔiquestƔƆţśƅŔřŠƔśƊƉƈŕƎŰƜŦśŬŔŧŸŗ
ŗƒƈŒťƒƆƃŒŗŪŒŧťƃŒŗƈƒŶƃŒŻƒŮƍř
řƊƔŸƅŔ ŧŔũžŌŽƔŰƏś ŘũƂſƅŔ ƋŨƍŽŧƎśƇƎƆƔŝƈś Ɛŧƈ řžũŸƈƅraquoƅ ĻŕƂžƏ řƊƔŸƅŔ ūƊ੶ŗ ųŗśũƔ ŔŨƍƏ ƓœŕŰţƙŔ ŶƈśŠƈƆƅ
Tharenou et alŏ ŜƔţ űŕſŦƊŔ ƉřƊƔŸƅŔ ūƊ੶ƇƔƈŸśƆƅ ũŗƄŌ řƔƆŗŕƂŗ ųŗśũƔ řŬŔũŧƅŔ řƊƔŷ ƑƆŷ ƀŗųƊƔ ŕƈ ŔŨƍƏ
řƔƅŕţƅŔĻřžŕŲŏ řƔƈƔƆŸśƅŔƏ řƔũƈŸƅŔ ŚŕƔƏśŬƈƅŔ ŽƆśŦƈ iquestƈŮś ƓśƅŔľũƏƄŨƑƆŷŕƎœŔƏśţŔƑƅŏŜŕƊŏƏiquestŦŧƅŔƉƈřſƆśŦƈŚŕƔƏśŬƈƏŕƈ
řŬƊ੶ƈũƔŻŕƎƆŸŠƔHeterogeneousfrac34ƍťŞƃŒŗƈƒŶƃŒŻƒŮƍřĹœƒżŒŧŹƍƆƒť
ƃŒŧŒŧƂř ƇœƒŕƃŒ ŧƒźřƆƃŒ 544 368 ũƄŨ
ƑŵœƆřŞƙŒųƍƈƃŒ 456 309 ƑŝƊŌ 100 677 ƑƃœƆŞƗŒ 71 48 ĉƓƈŌ
ƑƆƒƄŶřƃŒƎƍřŪƆƃŒ 544 368 ƇƔƆŸśƏŌřƔƏƊŕŝ
ƓŬŕŬŌ 235 159 ŘŪŕŠŏ 151 102 ŕƔƆŷŚŕŬŔũŧ 100 677 ƑƃœƆŞƗŒ
102 69 ƉƈiquestƁŌřƊŬ
ŧƆŶƃŒ 323 219 ƉƈƑśţƏ
řƊŬ
575 389 ƉƈřƊŬƀƏžŕƈž
100 677 ƑƃœƆŞƗŒ
422 286 ƉƈiquestƁŌiquestū frac34ŤťƃŒ
545 369 Ɖƈ
řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈocircũŮŷŜƅŕŝƅŔŧƆŠƈƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
36
ƃŒŧŒŧƂř ƇœƒŕƃŒ ŧƒźřƆƃŒ Ƒśţiquestū
32 22 ƉƈũŝƄŌiquestū
100 677 ƑƃœƆŞƗŒ
ƅŔiquestƏŧŠƅŔƉƈŴţƜƊƀŗŕŬũƏƄŨƅŔƉƈƇƍřƊƔŸƅŔŧŔũžŌŖƆŻŌƉŌřŗŬƊŗiquestŗŕƂƈŜŕƊƙŔƉƈƐƏśŬƈƆƅřŗŬƊƅŕŗŕƈŌ
ƏŌřƔƏƊŕŝƅŔŘŧŕƎŮƅŔřƆƈţƉƈƇƍřƊƔŸƅŔŧŔũžŌŖƆŻŌƉŌŧŠƊƓƈƔƆŸśƅŔ řŗŬƊŗ ƓŬŕŬƗŔ ƇƔƆŸśƅŔřƔŸƈŕŠƅŔ ŘŪŕŠƙŔ řƆƈţ ƇƎƔƆƔ
řŗŬƊŗ řŗŬƊŗ ŕƔƆŸƅŔ ŚŕŬŔũŧƅŔ řƆƈţž ƇŝƏƔƈƗŔƆŗśřƔƊŧśƈřŗŬƊŗƉźŘũƔŗƄƇƍũŕƈŷŌƑŲũƈƅŔŖƆŻŌĻŕƔŗŬƊƓƂųƊƈ ʼnƓŮ ŔŨƍƏƀƏž ƇƍũŕƈŷŌ Ɖƈ řŗŬƊ ƉŌ ŧŠƊŜƔţ
źƆŗśĻŕƈŕŷƉƔŝƜŝƅŔƉƔŗŕƍũŕƈŷŌšƏŔũśśƓśƅŔřœſƅŔƇƎƔƆśřŗŬƊŗĻŕƈŕŷƉƔŝƜŝƅŔƏƉƔũŮŸƅŔiquestŗŕƂƈƇƍƉƈƅ
ĻŕƈŕŷƉƔũŮŸƅŔƉƏŧŠƊžiquestŦŧƆƅřŗŬƊƅŕŗŕƈŌŧƇƍƑŲũƈƅŔƇŴŸƈƉŌ řŗŬƊŗ ųŬƏśƈƅŔ iquestŦŧƅŔ ƒƏŨ ƉƈiquestƏŦŧƅŔ ƏƏŨ ƇƎƔƆƔ
řŗŬƊŗřƔƊŧśƈƅŔřŸſśũƈƅŔiquestƏŦŧƅŔƒƏŨƅřƆƔƆƁřŗŬƊiquestŗŕƂƈźƆŗśƓžŖŕŗųśŬƜƅřœſƅŔƋŨƍƌŠƏśũŬſśƉŌƉƄƈƔƓśƅŔƏ
řŰŕŦƅŔƓžŕŮƈƅŔŘœƒŰŧŽƃŒŧœŕřŤŒ
śƓśƅŔ řŬƔœũƅŔ řƔŲũſƅŔ ũŗśŦśŬƑƆŷůƊŘŧƏŠƉŏŚŕƈŧŦƅŔƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśřƔţŰƅŔũŕŗśŦŔiquestƜŦƉƈũŕŗśŦŔ Ɖƈ řƂŝŗƊƈƅŔ řŝƜŝƅŔ řƔŷũſƅŔ ŚŕƔŲũſƅŔřƊƔŸƆƅ ŚƊŧƏśŬ
ŘŧţŔƏƅŔřƔŧŕƔţƅŔ řƈƔƂƅŕŗ ŚŕųŬƏśƈƅŔ řƊũŕƂƈ iquestƜŦ Ɖƈ ƃƅŨƏřżƅŕŗƅŔƏƔŕƈƄśōƓ
ƏƃƍƕŒŗƒŰŧŽƃŒ ŚŕƈŧŦƅŔ ŘŧƏŠ ƉŏƇŬƂƊƔƏ ŧŕŸŗƗŔ ŧŧŸśƈ ũƔżśƈ Ɠƍ řƔţŰƅŔ
ŧŕŸŗŌřŝƜŝƑƅŏƒƏƊŸƈEgraveiquestƄŮŗ şƈŕƊũŗ iquestƜŦ Ɖƈ řƔŲũſƅŔ ƋŨƍ ũŗśŦśŬ13AMOSũŔŧŰƙŔ
ƇƁũ iquestƏŧŠƅŔ ƉĉƔŗƔƏ ƇƁũ iquestƄŮƅŔƏ ũŕŗśŦŔ şœŕśƊƑƅƏƗŔřƔŲũſƅŔ
13řƈƆƄAMOSƓƍraquoƅũŕŰśŦŔAnalysis of Moment StructuresƏƍƏ
řƔƆƄƔƎƅŔŚƛŧŕŸƈƅŔřŠŨƈƊřƔƊŕƄƈŏũžƏƔşƈŕƊũŗ
frac34ƍťŞƃŒƏƃƍƕŒŗƒŰŧŽƃŒŧœŕřŤŒŝőœřƈ
CFI RMRRMSEA
ŗƆƒƀƃŒCcedilfrac34ƒśƆřƃƏƄśƆƃŒŜŦƍƆƈƄƃťƒŞƉƈƑƆŷŌiquestƁŌƏŌƉƈiquestƁŌ
ƇŵŗŞřœƈƃŒŗƆƒƀƃŒŧœŕřŤƙŒ
ŗރřƈƃŒŧƔŠiquestƔŝƈśŞŨƏƈƊƆƅ
ŧƔŠiquestƔŝƈśŞŨƏƈƊƆƅ
ŧƔŠiquestƔŝƈśŞŨƏƈƊƆƅ
ƇƁũ iquestƄŮƅŔ iquestƜŦ Ɖƈ ƇƁũ iquestƏŧŠƅŔ Ə řţŰşśƊśŬƊƑƅƏƗŔ řƔŲũſƅŔƜƈƅŔ ũŮŎƈ Ɖƈ įiquestƄ ƇƔƁ Ɖŏ ŜƔţʼnƉũŕƂƈƅŔ řƈ
CFIuumlƏ ƓƁŔƏŗƅŔ Ŷŗũƈƅ ƓŗŕŬţƅŔ ųŬƏƅŔ ũŨŠRMRyacuteũŨŠƏũƔŧƂśƅŔ ōųŦŶŗũƈƅƓŗŕŬţƅŔųŬƏƅŔRMSEAkƑƅŏũƔŮśŚƊŕƄ
ƉŌƅŔŞŨƏƈƊƆƅŧƔŠiquestƔŝƈśJoreskog amp Sorbom 1989 Hu amp Bentler 1995 Bentler 1992 MacCallum et al
1996ƑƆŷŌŕƎŸƔƈŠŚƊŕƄŤŕŗƊƏũƄŚƜƈŕŸƈƇƔƁƉŌƑƅŏřžŕŲŏ Ɖƈ ƇƁũ iquestƏŧŠƅŔ ƉĉƔŗƔ ŕƈƄƏƇŝ Ɖƈ iquestƏƂƅŔ ƉƄƈƔŏƉ
ūƔƔŕƂƈƅŔřŝƜŝƅŔ ƓƆŦŔŧƅŔ Śŕŗŝƅŕŗ Ŷśƈśś ĺŔ ƀŪũ ŕƈƄiquestƏƂƅŔ ŕƊƊƄƈƔŏřŝƜŝƑƅŏ ƇŬƂƊśřƔţŰƅŔŚŕƈŧŦƆƅřƄũŧƈƅŔ ŘŧƏŠƅŔƉ
ƓƍŧŕŸŗŌřƔŕŷũƅŔŕƈƄřƔţŰƅŔƀžŔũƈƅŔƏƓŗųƅŔũŧŕƄƅŔƏřƔţŰƅŔ ƇƁũiquestƄŮƅŔŢŲƏƔ ƇƁũiquestƏŧŠƅŔƏŪƏƈũũƔŮśŜƔţ q
ŪƏƈũ ũƔŮś ŕƈƊƔŗ ūƔƔŕƂƈƅŔ ŧƏƊŗ Ƒƅŏe ūŕƔƂƅŔ ʼnŕųŦŌ ƑƅŏErrors of Measurement
ಳřƈƆƄCFIraquoƅũŕŰśŦŔƓƍThe Comparative Fit IndexřƈƆƄRMRraquoƅũŕŰśŦŔƓƍRoot Mean Square ResidualiřƈƆƄRMSEAraquoƅũŕŰśŦŔƓƍRoot Mean Square Error Of
Approximation
řţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
ŗƒšŮƃŒŘœƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƄƃƐťƒƂƍřƃŒƑƄƆœŶƃŒfrac34ƒƄšřƃŒ
ƑſŮƈƅŔƓžřƔŗųƅŔŘŪƎŠƗŔŧŧŷ
ƓƊƂśƅŔŕƍŔƏśŬƈƏřƔŗųƅŔŘŪƎŠƗŔŘŧƏŠ ƑſŮƈƅŔŽũŻ
frac34ƍťŞƃŒƑƄŤŒťƃŒžœŪřƙŒŧœŕřŤŒŗރřƈ
ťƍƈŕƃŒťťŵ frac34ƆœŶƆŢœŕƈƍŧƂ
4 061 6 0724 5 0675
řƔŲũſƅŔ ũŗśŦśŬ ƑƆŷůƊś ƓśƅŔ řƔƊŕŝƅŔŚŕƈŧŦƅŔ ŘŧƏŠ ƉŏƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśřƔţŰƅŔũŕŗśŦŔiquestƜŦƉƈ
řŝƜŝƅŔ ŘŧƏŠƅŔ ŧŕŸŗƗ řŗŬƊƅŕŗ řƔŲũſƅŔ ƏƇŝ ƉƈŜƜŝ ũŕŗśŦŔŘŧţŔƏƅŔřƊƔŸƆƅŚƊŧƏśŬũŕŗśŦŔƇŔŧŦśŬŕŗƃƅŨƏƉƈ
řƔŧŕƔţƅŔřƈƔƂƅŕŗŚŕųŬƏśƈƅŔřżƅŕŗƅŔ) ΔϤϴϘϟ ώϠΒΗ
Neutral Value24ΚϴΣαΎϴϘϤϟϥαΎγϰϠϋΖΒδΘΣ
řƔţŰƅŔƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔ
37
frac34ƂŬƃŒŗƒšŮƃŒŘœƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƄƃƐťƒƂƍřƃŒƑƄƆœŶƃŒfrac34ƒƄšřƃŒ
œƋťƍƈŕƍŗƒšŮƃŒŘœƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƃŒťœŶŕŊ
ŖŧœŕŶƃŒŗŹœƒŮ
ũŧŕƁʼnŕŗųƗŔƏŽŕŮśƄŔƑƆŷƉƓƊŕŸƔƓśƅŔřƆƄŮƈƅŔűƔũƈƅŔŕƎƊƈ
ʼnŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔ ƑſŮƈƅŔƓžřƔƏŧƗŔũžŔƏś
ƑſŮƈƅŔƓžűƔũƈƅŔʼnŕſŮŘŧƏŠ ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸśšŕśſƊƛŔ ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸśřƈţũƅŔ
ŶƈʼnŕŗųƗŔiquestƈŕŸśƑŲũƈƅŔƇŔũśţƛŔ űƔũƈƆƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ
řƅŕţƅŔšũŮƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔűƔũƈƆƅřƔŲũƈƅŔ
ƑſŮƈƅŔƓžƉƔƆƈŕŸƅŔřƍŔŪƊ ƑſŮƈƅŔƑƅŏiquestŪƊƈƅŔƉƈřžŕŬƈƅŔ
ƑſŮƈƅŔƓžʼnŕŗųƗŔŧŧŷ
q15 q16 q17
frac34ƍťŞƃŒ
ťŶŕƃŒ
řƔţŰƅŔřƔŕŷũƅŔŧŸŗ ƓŗųƅŔũŧŕƄƅŔŧŸŗ
řƔţŰƅŔƀžŔũƈƅŔŧŸŗ
ŗƒƈœśƃŒŗƒŰŧŽƃŒ řƔŲũſƅŔ ũŗśŦśŬ
ƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśřƔţŰƅŔřŝƜŝƅŔ ŘŧƏŠƅŔ ŧŕŸŗƗ řŗŬƊƅŕŗ řƔŲũſƅŔ
řƔŷũžŚŕƔŲũžŘŧţŔƏƅŔřƊƔŸƆƅŚƊŧƏśŬũŕŗśŦŔƇŔŧŦśŬŕŗřƊũŕƂƈiquestƜŦřƔŧŕƔţƅŔřƈƔƂƅŕŗŚŕųŬƏśƈƅŔ
ΔϳΩΎϴΤϟNeutral Value
řƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśřƔţŰƅŔ
frac34ƍťŞƃŒ œƋťƍƈŕƍŗƒšŮƃŒŘœƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƃŒťœŶŕŊ
ŖŧœŕŶƃŒ ŖŧœŕŶƃŒŗŹœƒŮ ŨƆŧ
ŖŧœŕŶƃŒ ťŶŕƃŒ
ũŧŕƁʼnŕŗųƗŔűƔũƈƅŔŕƎƊƈ q01
řƔŕŷũƅŔřƔţŰƅŔ
ʼnŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔ q02 ƑſŮƈƅŔƓžřƔƏŧƗŔũžŔƏś q03
ƑſŮƈƅŔƓžűƔũƈƅŔʼnŕſŮŘŧƏŠ q05 ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸś q07
ũŧŕƄƅŔƓŗųƅŔ
ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸś q08 ŶƈʼnŕŗųƗŔiquestƈŕŸś q09
űƔũƈƆƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ q10 řƅŕţƅŔšũŮƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ
űƔũƈƆƅřƔŲũƈƅŔ q11
ƑſŮƈƅŔƓžƉƔƆƈŕŸƅŔřƍŔŪƊ q12 ƑſŮƈƅŔƑƅŏiquestŪƊƈƅŔƉƈřžŕŬƈƅŔ q13 ƀžŔũƈƅŔ
řƔţŰƅŔ ƑſŮƈƅŔƓžʼnŕŗųƗŔŧŧŷ q14
řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈocircũŮŷŜƅŕŝƅŔŧƆŠƈƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
38
ΎϫΎϧΩ ΔΑΎΠΘγϼϟ ρΎϘϧ ϊΑέ Ϧϣ ϥϮϜϣϭ Ύϫϼϋϭϰ ΔϤϴϘϟ ϥϮϜΘϓ
˰ϟΔϳϭΎδϣΔϳΩΎϴΤϟϭϰϮ Ϯϱ (ƔŕƈƄśōƓŗƒŰŧŽƃŒŗƒŵŧŽƃŒƕŒƏƃƍ
ƑƆŷƑƅƏƗŔřƔŷũſƅŔřƔŲũſƅŔůƊśƉŌřƔţŰƅŔřƔŕŷũƅŔŘŧƏŠƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśƇƁũiquestƏŧŠƅŔŢŲƏƔƏ
řƔŲũſƅŔ ƋŨƍũŕŗśŦŔşœŕśƊ ƇƁũiquestƏŧŠƅŔƉƈŴţƜƊŜƔţ ƉŌ Ɖƈ iquestƁŌ řƔƅŕƈśţƛŔ řƈƔƂƅŔžřƔŷũſƅŔ řƔŲũſƅŔ řţŰ ŚŗŝƊ
ƉŌƒŌ ƑƅƏƗŔŗŕŠƔŏiquestƄŮŗ ĻŕƔƏƊŸƈƃũŧŁś řƔţŰƅŔ řƔŕŷũƅŔ ŘŧƏŠƓƑŲũƈƅŔƉƈƉŌƑŲũƈƅŔƃũŧƔŜƔţ ʼnŕŗųƗŔƑƆŷ ŘũŧƂƅŔ ƇƎƔŧƅ
ŚƛŕţƆƅřƔƏŧƗŔřŗŬŕƊƈƑƅŏřžŕŲŏŧƔŠiquestƄŮŗűŔũƈƗŔůƔŦŮśʼnŕŗųƗŔ ŕƎŰŦŮƔ ƓśƅŔ řƔŲũƈƅŔűƔũƈƅŔ ʼnŕſŮ Ƒƅŏ ƒŧŎƔ ŕƈƈ
ŧƔŠiquestƄŮŗƑſŮƈƅŔƓžřƅƏƎŬŗřƔƏŧƗŔũžŔƏśƉŷƃƔƍŕƊ
ŗƒŰŧŽƃŒŗƒŵŧŽƃŒŗƒƈœśƃŒ řƔŲũſƅŔůƊś ƉŌ ƑƆŷ řƔƊŕŝƅŔ řƔŷũſƅŔƓŗųƅŔ ƇƁŕųƅŔ ŘŧƏŠ
ƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśƇƁũiquestƏŧŠƅŔŢŲƏƔƏřƔŲũſƅŔƋŨƍũŕŗśŦŔşœŕśƊŜƔţũƎŴƔřƊũśƂƈƅŔřƔƅŕƈśţƛŔřƈƔƂƅŔƉŌƉƈiquestƁŌŚƊŧƏśŬřƈƔƂŗƏƇŝƉƈřƔŲũſƅŔƋŨƍřţŰşśƊśŬƊ
ųƅŔ ƇƁŕųƅŔ ŘŧƏŠ ƉƏƄũŧƔ ƑŲũƈƅŔ ƉŌ ƒŌƓŗŕŠƔŏ iquestƄŮŗ ƓŗƔ ŜƔţ ƒƏƊŸƈƏiquestƈŕŸśƇŔũśţŕŗ ƑŲũƈƅŔ Ŷƈ ʼnŕŗųƗŔƉƏŷŔũƔƏ
ŕƈƄ ŕƎƅ řƂžŔũƈƅŔ řƔŬſƊƅŔ ƇƎśƅŕţƏ ƇƎŲũƈ ŽƏũŴƔ ŢƊƈƇƁŕųƅŔƓŗųƅŔƇƎŗ řƔŕƊŸƆƅƓžŕƄƅŔŚƁƏƅŔƑŲũƈƅŔŏƏ ƇƎŸŲƏƉŷ ƇƍũŕŗŦƓţŰƅŔ
frac34ƍťŞƃŒƏƃƍƕŒŗƒŵŧŽƃŒŗƒŰŧŽƃŒŧœŕřŤŒ
ŗƒƃœƆřšƙŒŗƆƒƀƃŒ žƍŧŽƃŒŧœŕřŤŒ
T-test ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ƃŒťŶŕ
13130000 131326062 2500 0592 3093 řƔŗųƅŔřƔŕŷũƅŔŘŧƏŠ
ŗƆƒƀƃŒŗƒƃœƆřšƙŒ žƍŧŽƃŒŧœŕřŤŒT-test ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ťŶŕƄƃŗƈƍƂƆƃŒťƍƈŕƃŒ
1313000 131322351 25 859 324 ũŧŕƁʼnŕŗųƗŔƏűƔũƈƅŔŕƎƊƈƓƊŕŸƔƓśƅŔřƆƄŮƈƅŔŽŕŮśƄŔƑƆŷƉ
1313000 131318045 25 821 307 ʼnŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔ
1313000 131315781 25 905 305 ƑſŮƈƅŔƓžřƔƏŧƗŔũžŔƏś
1313000 131314910 25 903 302 ƑſŮƈƅŔƓžűƔũƈƅŔʼnŕſŮŘŧƏŠ 1313ŗƃƙťƎƍřŪƆťƈŵĹœƒőœŮšōŗƃŒť
ŗƒŰŧŽƃŒŗƒŵŧŽƃŒŗśƃœśƃŒƉŌƑƆŷřŝƅŕŝƅŔřƔŷũſƅŔřƔŲũſƅŔůƊśřƔţŰƅŔƀžŔũƈƅŔŘŧƏŠ
ƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśƇƁũiquestƏŧŠƅŔŢŲƏƔƏřƔŲũſƅŔ ƋŨƍũŕŗśŦŔşœŕśƊ ƉƈŴţƜƊŜƔţƇƁũiquestƏŧŠƅŔ ƉŌ
řƔţŰƅŔƀžŔũƈƅŔ ŘŧƏŠ ŧŸŗƅ řƔƅŕƈśţƛŔ řƈƔƂƅŔƋŧƏƊŗřƆƈŕƄŔŧŷ ŕƈũƔŦƗŔŧƊŗƅŔƑſŮƈƅŔŽũżŗųŗśũƈƅŔƉƈiquestƁŌžřţŰşśƊśŬƊřƔŲũſƅŔ ƋŨƍřƔţŰƅŔ ƀžŔũƈƅŔ ŘŧƏŠ ƉƏƄũŧƔ ƑŲũƈƅŔ ƉŌ ƒŌ
ƒƏƊŸƈƏ ƓŗŕŠƔŏ iquestƄŮŗƉƈ řƅƏƂŸƈ řžŕŬƈƅŔ ƇƍũŴƊ řƎŠƏ Ɖƈž
Ƒƅŏ iquestŪƊƈƅŔƑſŮƈƅŔŪƄũƈ Ɠž ƓžŕŮƈƅŔ ƋŨƍ ŶŲƏƈś ƇƄţŗ ŔŨƍƏřƊƔŧƈƅŔċŽŕƄ ʼnŕŗųƗŔ ŧŧŷ ƉŌ ŧŠƊ ŕƈƄŘũžƏśƈ řƔŗųƅŔ ŘŪƎŠƗŔƏ
ŚŕſŰŔƏƈŗƏŘŧƔŠ
řţŰşśƊśŬƊřƂŗŕŬƅŔřƔŷũſƅŔŚŕƔŲũſƅŔũŕŗśŦŔşœŕśƊiquestƜŦƉƈřƔŬŕŬƗŔ řƔŲũſƅŔřŸŗŕśƅŔ řƈŕŸƅŔ ƓžŕŮƈƅŔ Ɠž ƑŲũƈƅŔ ƉŌ ƒŌ
ƊƔŧƈ Ɠž řţŰƅŔ ŘũŔŪƏƅřƔţŰƅŔŚŕƈŧŦƅŔ ŘŧƏŠ ƉƏƄũŧƔ ƀŮƈŧ řƒƏƊŸƈƏƓŗŕŠƔŏiquestƄŮŗřƈŧƂƈƅŔ
řƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
frac34ƍťŞƃŒŗƒƈœśƃŒŗƒŵŧŽƃŒŗƒŰŧŽƃŒŧœŕřŤŒŝőœřƈ
ŗƆƒƀƃŒŗƒƃœƆřšƙŒ
žƍŧŽƃŒŧœŕřŤŒT-test
ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ŧƒźřƆƃŒ
13130000 131313338 2500 0651 2834 ƓŗųƅŔƇƁŕųƅŔŘŧƏŠ
ŗƆƒƀƃŒŗƒƃœƆřšƙŒ
žƍŧŽƃŒŧœŕřŤŒT-test
ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ŗƒŵŧŽƃŒťƍƈŕƃŒ
1313000 131311964 25 988 295 ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸśšŕśſƊƛŔ
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űƔũƈƆƅ 1313000 13137832 25 999 280 ƑſŮƈƅŔƓžƉƔƆƈŕŸƅŔřƍŔŪƊ
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ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ŧƒźřƆƃŒ
13130000 13137905 2500 0663 2701 řƔţŰƅŔƀžŔũƈƅŔŘŧƏŠ
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ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ŗƒŵŧŽƃŒťƍƈŕƃŒ
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986 -018 25 107778 24993 ϰϔθϤϟϑήϏ
1313ŗƃƙťƎƍřŪƆťƈŵĹœƒőœŮšōŗƃŒť
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őœřƈƃŒordmordmordmŝ ƏƍƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔţŰƅŔŚŕƈŧŦƅŔŘŧƏŠũƔżśƈƉŏ
Ɠƍ ŧŕŸŗŌ řŝƜŝ ƉƈŽƅōśƔ ŜƔţ ŧŕŸŗƗŔ ŧŧŸśƈ ũƔżśƈ ŘŧƏŠƀžŔũƈƅŔ ŘŧƏŠƏ ƓŗųƅŔ ƇƁŕųƅŔ ŘŧƏŠƏ řƔţŰƅŔ řƔŕŷũƅŔ
řƔţŰƅŔ ŘŧƏŠ řƈŕŸƅŔ ƓžŕŮƈƅŔ Ɠž ƑŲũƈƅŔ ƃũŧƔřƔţŰƅŔ ŚŕƈŧŦƅŔ
ƒƏƊŸƈƏƓŗŕŠƔŏiquestƄŮŗřŝƜŝƅŔŕƍŧŕŸŗƗ ƒŮƍřƃŒordmordmordmŘœ
ƉƔśŠƔśƊƅŔƑƆŷćʼnŕƊŗƉƔśƂŗŕŬƅŔƔŕƈŗŜţŕŗƅŔƓŰƏƔśōƓ ŧŕŸŗƗŔŘŧŧŸśƈřƔţŰƅŔŚŕƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔūŕƔƂƈƇŔŧŦśŬŔ
ƒŨƅŔƉŅƊƁʼnŔũŠŏűũżƅ ƃƅŨƏ řƔũƏŬƅŔ řƔŗũŸƅŔ řœƔŗƅŔ ƑƆŷŕƎŠŨŕƈƊƓž iquestƏŕƊśśƓśƅŔŜƏţŗƅŔūŕƔƁřƄũŧƈƅŔ ŘŧƏŠƅŔ ũƔżśƈ
řƔţŰƅŔ ŚŕƈŧŦƆƅƐũŦŌ ċŚŔũƔżśƈ Ŷƈ ƌśŬŔũŧƅŕƈƔŬƛƓž ƓśƅŔ ŚŕŬŔũŧƅŔƐũŠśřƔŗũŸƅŔƏ ĻŕŰƏŰŦ řƔũƏŬƅŔ řœƔŗƅŔ Ɠž
ĻŕƈƏƈŷ ƑƆŷřŗŰƊƈƅŔŕƍŧƏƎŠƓžřţŰƅŔŘũŔŪƏũŔũƈśŬŔƉƔŬţśŘŧƏŠ
ŚŕƈŧŦřƔũƏŬƓžřƈŕŸƅŔƓžŕŮƈƅŔŕƈƔŬƛiquestŕţƓžĉƔƊŧƏŠƏřƅřƆƂśŬƈƌŗŮƏŌřƆƂśŬƈŚŕœƔƍƑƅŏƓžŕŮƈƅŔƋŨƍiquestƔƏţśűũſś
ŧƁ ƋũƏŧŗ ŔŨƍƏřƔţŰƅŔ ŕƎśŕƈŧŦƇƔŧƂśʼnŕƂƅřƔƅŕƈ ĻŕƈƏŬũiquestƆƂƔřƔţŰƅŔŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔƉƈƇƏŬũƅŔ ƋŨƍiquestŗŕƂƔ Ƈƅŕƈ
Ŭţś řƔƅŕƈƅŔƉƔƋŨƍ Ɠž řƈŧƂƈƅŔ řƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ƓžƓžŕŮƈƅŔ
ŞŒŧƆƃŒordmordmordmŴgt ŞŔũſƅŔřƈŕŬŌřƔţŰƅŔřƔŕŷũƅŔŚŕƈŧŦŘŧƏŠƇƔƔƂś
ũŴƊ řƎŠƏ Ɖƈ řƔũƏŬ Ɠž ƓƅŕŸƅŔ ƇƔƆŸśƅŔ ŚŕƔſŮśŬƈ ƓžƑŲũƈƅŔƑŲũƈƅŔŕŲũūŕƔƂƅŞŨƏƈƊƀŮƈŧřŸƈŕŠřƆŠƈ
řƔƊƏƊŕƂƅŔƏřƔŧŕŰśƁƛŔƇƏƆŸƆƅ gt ŽƏũŬŦ iquestŕƈƄ ŧƈţƈ ƉƈƔŌ ŚŕƈŧŦƅŔ ƀƔƏŬś
řƔţŰƅŔ ŚŕƔſŮśŬƈƅŔ ŘũŔŧŏ Ɠž ƓŰŰŦśƅŔ ƇƏƆŗŧƅŔ ŜţŗŕƔƊŕųƔũŗƅŔŪƄũƈƅŔƙŔřƔƈƊśƆƅƒũŕŮśŬƛŔƓƅƏŧŔŧũřƔ
gt ƒũƄŗƅŔ ũŬŕƔ ũƈŕŝ řƔţŰƅŔ ŚŕƈŧŦƅŔ ƀƔƏŬśƉŕƈŷŶƔŪƏśƅŔƏũŮƊƆƅřƔƈƆŸƅŔƒũƏŪŕƔƅŔũŔŧ
gt ĺŔ ƀŪũ řƆŦƊ ŘŧƔŕŷ iquestƔƆţśƅŔ Ɠž ƉƔŝţŕŗƅŔ iquestƔƅŧƓœŕŰţƙŔŘũƍŕƂƅŔřſƅŎƈƅŔ
gt ƓŗŷŪƅŔŧƈţŪƔŕžƐƏśŬƈƅʼnƜƈŸƅŔŚŕŸƁƏśƏʼnŔũŊƓžřƆƈŕŸƅŔƒƏƆŦƅŔiquestŕŰśƛŔŚŕƄũŮƉƈřƈŧƂƈƅŔřƈŧŦƅŔŘŧƏŠ
ƉŧũƗŔ iquestŕƈŷƗŔ ŘũŔŧŏ Ɠž řƔƊŧũƗŔ řƆŠƈƅŔ
gt ŗƔŔũŻƒŪƏžřƓţŗũ ŭƈƍŧ ƇƔŸƊ ŧŗŷ ƉƔƈŌ ŧƅŕŦ ƉŬţƅŔŘũŕŗŠƏŗŌƓƊŕƍƏĺŔƓžƓƈƆŸƅŔŜţŗƅŔŖƔƅŕŬŌ
řƔƊŕŬƊƙŔƏřƔŷŕƈśŠƛŔƇƏƆŸƅŔƉŕƈŷiquestœŔƏũŔŧ gt ƓƅŕŬŸƅŔŖƔŧŌŧƈţƈŶƁŔƏƅŔũƔƏųśŚŕŗƆųśƈƏŶƁŔƏ
ƓţŰƅŔ ƓžŕƂŝƅŔ ũƔƏųśƅŔƏ ƓƈƆŸƅŔ ŜţŗƆƅ ƓƊųƏƅŔ ũƈśŎƈƅŔƀŮƈŧ
gt ƓƆŷ ƉŕƈƔƆŬ Ə ƇƏũŮŦƅŔ ŧƈţƈ ƀũſƅŔ ũŝŌřƈƜŸƆƅ ƃƆƎśŬƈƅŔ ʼnƛƏ ƑƆŷ řƄũŧƈƅŔ ŘŧƏŠƅŔƏ ƃũŧƈƅŔ
řƔũ੶ƅŔ řƔƊƏƊŕƂƅŔƏ řƔŧŕŰśƁƛŔ ƇƏƆŸƆƅ ƀŮƈŧ řŸƈ੠řƆŠƈ
gt ŭƏƄƏƔƍřƆƈŕŮƅŔŘŧƏŠƅŔŘũŔŧŏƑƆŷŚŕƂƔŗųśƓţŰƅŔŵŕųƂƅŔƏƒŧƈţƗŔŧƔŕŷƉŗiquestƜųŧŗŷŧŸŬŧƅŕŦ
ƉƏƈŠũśƈƅŔŧŸŬŪƔŪŸƅŔƉŕƈŷŶƔŪƏśƅŔƏũŮƊƆƅiquestœŔƏũŔŧ gt řƔũƏŬƅŔ řţŰƅŔ ŘũŔŪƏ řƔţŰƅŔ ŚŔũŮŎƈƅŔ
ŧŔŧũśŬƛŔ ťƔũŕśƉŔũƔŪţ řţŰƅŔ ŘũŔŪƏ Ɖƈ řƔũƏŬƅŔhttpmohgovsy
gt ƓƄũƄƅŔ ũŰŕƊ ŧƈţƈ ƇŕŬƏ ŘŧƏŠŚŕƈŧŦƅŔƉƔųŬƆžƓž řƔŬžŕƊśƅŔ ŘŪƔƈƅŔƀƔƂţśƑƆŷ ŕƍũŝŌ Ə řƔžũŰƈƅŔ
ƉœŕŗŪƅŔ Ə ƉƔƔũŔŧƙŔ ũŴƊ řƎŠƏ ƉƈũƔŻ ũƔśŬŠŕƈ řƅŕŬũƓƈƆŸƅŔŜţŗƅŔƏŕƔƆŸƅŔŚŕŬŔũŧƅŔřƔƆƄiquestƔƆŦƅŔřŸƈŕŠŘũƏŮƊƈ
iquestƔƆŦƅŔ gt ƉŕųƆŬ ƇƔŬƏ Ɠž řƈŧƂƈƅŔŚŕƈŧŦƅŔ ŘŧƏŠũƔƏųś
ƓƈƏƄţƅŔ iquestƔƆŦƅŔ ƑſŮśŬƈƔƅŕŷř řŸŬƅŔ ŘũŔŧŏ iquestƜŦ ƉƈřƔŠŕśƊƙŔiquestƔƆŦƅŔ řŸƈ੠iquestƔƆŦƅŔ ŕƔƆŸƅŔ ŚŕŬŔũŧƅŔ řƔƆƄ
ƓƈƆŸƅŔŜţŗƅŔƏ gt řƅŧŕŗŸƅŔ Ɖŕƈŝŷ iquestƜų Ə ũƏŮŕŷ ƉƔŬţŽŬƏƔ
ŕƔƆŸƅŔ ŚŕŬŔũŧƅŔ Ɠž řƔƈƔƆŸśƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ūŕƔƁ řƅŕţ şƈŕƊũŗMBAŘŪżŗ řƔƈƜŬƙŔ řŸƈŕŠƅŔ Ɠž řŸƈ੠řƆŠƈƑŰƁƗŔ
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[15] Babakus E amp Mangold W (1992) Adapting the SERVQUAL scale to hospital services an empirical investigation Health Services Research 26(6) 767-786
[16] Bentler P M (1992) On the fit of models to covariances and methodology to the Bulletin Psychological Bulletin 112(3) 400-404
řƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
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řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈocircŧƆŠƈƅŔũŮŷŜƅŕŝƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
SERVQUAL scale Journal of Retailing 67(4) 420-450
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řƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
šƚƆƃŒordmordmž ŕřŪŒƈœŗ
ƒŪƔŪŷƓśŪƔŪŷŌƉŷřŬŔũŧʼnŔũŠŏƒƏƊŗƆťƀƆƃŒŗƒšŮƃŒŘœƆťŤƃœŕƏŰŧƆƃŒŇŒŧňƑżœŬƆƃŒƑż
ŷřŗŕŠƙŔƓžƉƏŕŸśƅŔƑŠũƔƉřƆœŬŌŕƎŸƔƈŠřƊŕŗśŬƛŔƋŨƍŷřŗŕŠƙŔƓžřƈƔũƄƅŔƇƄśƈƍŕŬƈƉōŗ ĻŕƈƆŷƉƓžŜţŕŗƅŔŧŷŕŬśŬřƆœŬƗŔƋŨƍƉŌƑƅŏƇƄƍŕŗśƊŔƌŠƏƊƏŘƏŠũƈƅŔřƔƈƆŸƅŔşœŕśƊƅŔƑƅŏiquestŰƏśƅŔųƂžƓƈƆŸƅŔŜţŗƅŔűŔũŻƗƇŧŦśŬśŬŕƎŗƉƏƅŧśŬƓśƅŔŚŕƈƏƆŸƈƅŔƏŠũōžƇƄƊƈ
ŧŕƔţƏřƁŧŗřŗŕŠƙŔũƔŧƂśƅŔƏƇŔũśţƛŔƀœŕžiquestƏŗƂŗŔƏƆŲſśƏ
ŜţŕŗƅŔŧŧƏƈţƈƇŕŬŗƓƆŷ ŵŗŕœŞƗŒƁřŧŰšƇƆƏŞŧƒƇƓŒŗƄőŪƕŒřŖŧœŬōŴŰƍŕŗƒƁřŕœŞōfrac34śƆƒƐŦƃŒƇœƂƆƃŒƑż ūƊŠƅŔ
ũƄŨƑŝƊŌ
ƓƈƔƆŸśƅŔƐƏśŬƈƅŔ ĉƓƈŌ
ƓŬŕŬŌƇƔƆŸśƏŌřƔƏƊŕŝ
ŘŪŕŠŏ
ŕƔƆŷŚŕŬŔũŧ
ũƈŸƅŔ
řƊŬƉƔũŮŷƉƈiquestƁŌ
řƊŬƉƔŝƜŝƑśţƏƉƔũŮŷƉƈ
ƉƈƐŧţŏƀƏžŕƈžřƊŬƉƔŝƜŝƏ
ƃƆŦŧƒũƎŮƅŔ
iquestŽƛŊŘũŮŷƉƈiquestƁŌū
ŽƅŌƉƔŝƜŝƑśţƏŽƛŊŘũŮŷƉƈ
ŽƅŌƉƔŝƜŝƉƈũŝƄŌ
ŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈřƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏocircũŮŷŜƅŕŝƅŔŧƆŠƈƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
44
ƁřŧŰšƇƆƏŞŧƒŗŶŕœřƆŵŗŕœŞƗŒƇƕŒŗƄőŪƓŒřŖŧœŬōŴŰƍŕŗƒƁřŕœŞōfrac34śƆƒƐŦƃŒƇœƂƆƃŒƑż
ƗŒŗŕœŞ frac34ŒŌŪƃŒ ƅſŧfrac34ŒŌŪƃŒ
ƉƔũŧŕƁũƔŻ ƛŌŽũŷ ƑƅŏƉƔũŧŕƁŕƈŧţ ũŧŕƁƏĻŔŧŠƉ ũŧŕƁʼnŕŗųƗŔiquestƍƃƔŌũŗƏƉƓśƅŔřƆƄŮƈƅŔŽŕŮśƄŔƑƆŷ
űƔũƈƅŔŕƎƊƈƓƊŕŸƔ 1
ƓśƅŔŚŬƔƅŕƎŠŕśţŌ
ŽũŷŌƛ ƓśƅŔƇŕŷiquestƄŮŗ
ŕƎŠŕśţŌ iquestŸſƅŕŗŕƎŠŕśţŌƓśƅŔ ƓƍƑſŮƈƅŔƓžʼnŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔƃƔŌũŗ 2
řŗƏŸŰŗ ŽũŷŌƛ řƅƏƎŬŗĻŕƔŗŬƊ řƅƏƎŬŗ ƃƔŌũŗƋŨƍƉƈřƔƏŧƗŔƑƆŷiquestƏŰţƅŔƑŲũƈƆƅƉƄƈƔƑſŮƈƅŔ
3
ŘŧƔŠũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏŘŧƔŠ ŘŧƔŠ ƑſŮƈƅŔŕƎƈŧƂśƓśƅŔřƔƏŧƗŔ 4
ƉƏĿſŮąƔƛŧƔŠiquestƄŮŗ
ŽũŷŌƛ ŧƔŠiquestƄŮŗƉƏĿſŮąƔ
ĻŕƔŗŬƊ ŧƔŠiquestƄŮŗƉƏĿſŮąƔ ƅŔƑŲũƈƅŔƉƔŨƑſŮƈƅŔƋŨƎŗƇƎŗƑƊŸąƔ 5
ŧƔŠũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏŧƔŠ ŧƔŠ iquestƄŮŗƇƍŕŲũƈʼnŕſŮƉƏŸŗŕśƔƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔ 6
ŢśſƊƈũƔŻĻŕƔœŕƎƊ
ŽũŷŌƛ ŕƈŧţƑƅŏŢśſƊƈ ŢśſƊƈ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 7
ĻŕƈƔţũūƔƅĻŕƔœŕƎƊ
ŽũŷŌƛ ŕƈŧţƑƅŏƇƔţũ ƇƔţũ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 8
ĻŕƈũśţƈūƔƅĻŕƔœŕƎƊ
ŽũŷŌƛ ŕƈŧţƑƅŏƇũśţƈ Ƈũśţƈ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 9
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƇƍŕŲũƈƅʼnŕŗųƗŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ 10
ċŽŕƄũƔŻ ŽũŷŌƛ ĻŕƔŗŬƊċŽŕƄ ċŽŕƄ ƇƎƅŔƏţũŮƔƅƇƍŕŲũƈƅʼnŕŗųƗŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔƉŷ
ƇƎŲũƈ 11
ŔƏŬƔƅƉƔƎƔŪƊ ŽũŷŌƛ ƉƏƎƔŪƊŧţƑƅŏŕƈ
ƉƏƎƔŪƊ ƑſŮƈƅŔŔŨƍƓžƉƏƆƈŕŸƅŔ 12
řƅƏƂŸƈŚŬƔƅ ŽũŷŌƛ ŕƈŧţƑƅŏřƅƏƂŸƈ řƅƏƂŸƈ ƑſŮƈƅŔƑƅŏƃśƔŗƉƈřžŕŬƈƅŔ 13
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƑſŮƈƅŔŔŨƍƓžʼnŕŗųƗŔŧŧŷ 14
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ŧŧŷƑſŮƈƅŔƋŨƍƓžřƔŗųƅŔŘŪƎŠƗŔ 15
ũƔŻŘŧƔŠ ŽũŷŔƛ ŕƈŕŷƏƊŘŧƔŠ ŘŧƔŠ ƃƔŌũŗ ĻŕƔƊƂśŘũƏųśƈƏŘŧƔŠƑſŮƈƅŔƓžŘŪƎŠƗŔiquestƍ 16
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƃƔŌũŗũŕŴśƊƛŔŽũŻŧŧŷƏƓŗųƅŔůţſƅŔŽũŻ
ƏƑſŮƈƅŔŽũŻ 17
ŜţŕŗƅŔ
ŧŗƓƆŷŧƏƈţƈƇŕŬ
ŘŧƏŠƅŔƇƔƏƂśřƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
33
ŗƀŕœŪƃŒŘœŪŒŧťƃŒūŃũąŧƅŔ Ɠž řƄũŧƈƅŔ ŘŧƏŠƅŔ ŵƏŲƏƈũƔŝƄƓž ŜŕţŗƗŔ Ɖƈ
řƈũŰƊƈƅŔřŝƜŝƅŔŧƏƂŸƅŔParasuramn et al 1985 1988 1991 1993 1994a 1994b Zeithaml et al 1985 1990 1993 1996 Thomas amp Penchansky 1984 Dutton et al 1985 Lim amp Tang 2000 Srenivas amp Prasad 2003 Bos et al 2005 Kilincer amp Zileli 2006 Jawahar 2007 Elleuch 2008 Naidu 2009
Gill amp White 2009Ə ƓƆŷƏ ƇƏũŮŦƅŔƏƉŕųƆŬ Ə ƓŗŷŪƅŔƏ ƓƄũƄƅŔƏ ŞŔũſƅŔ
ƏũƏŮŕŷřƅŧŕŗŸƅŔƏŨƏŕƎƈƔƏƂśƏŕƎſƔũŸśƅřƅƏŕţƈƓžƃƅƅŔ řƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔ ŽƔũŸś ƉƄƈƔƏ ŕƎƊōŗ řƔţŰƇƔƏƂśƅŔ
űƔũƈƅŔŽƁƏƈ ƏŌűƔũƈƆƅ iquestƈŕŮƅŔĉƔƈśƅŔ ƏŌ ƇŕŸƅŔ ƀƏſśƅŔ iquestŕƔţŪřƈŧƂƈƅŔřƈŧŦƆƅParasuramn et al 1988
ŕƈŌNakijima ũŕŮŌ ŧƂžŏřƈŧŦƅŔ ŘŧƏŠ ƉŌ ƑƅƓƍřƔţŰƅŔƉŷŘũŕŗŷƀƂţƔŖƏƆŬōŗřƔŗųƅŔŚŕƔƊƂśƅŔƏƇƏƆŸƅŔƀƔŗųś
řƈŕŸƅŔ řţŰƆƅ ŘŧŕſśŬŔ ƑŰƁŌũųŕŦƈƆƅ űũŸśƅŔ ŘŧŕƔŪ ƉƏŧNakijima 1997 33
ŢŲƏŌƏKotler amp ArmstrongřƈŧŦƅŔŘŧƏŠƉōŗ Ɠƍ řƔţŰƅŔřƈŴƊƈƅŔ ŕƎƈŧŦśŬś ƓśƅŔ ƀœŔũųƅŔ iquestŕƄŮŌ Ɖƈ iquestƄŮ
řƔţŰƅŔśƅƗŔřƔţŰƅŔŚŕƈŴƊƈƅŔƉŷŕƎŬſƊŪƔƈŕƎƅřƎŗŕŮƈƅŔƐũŦųŕŮƊƅŔƓžřƔţŰƅŔřƈŴƊƈƅŔƉŷŘũƏŰƉƔƏƄśƀƔũųƉŷŧŧţśś
ŚŕƔƏśŬƈƅŔŶƔƈŠƑƆŷřƈŴƊƈƅŔřƔŰŦŮŕƎƅƜŦƉƈKotler amp
Armstrong 1994 640 ŧƄŌ ŧƁƏ ƏƔƍŖƏƆŬŌ Ɠƍ řƔţŰƅŔ řƈŧŦƅŔ ŘŧƏŠ ƉŌ
ũŔũƈśŬŕŗŕƎƊƔŬţśƏřƔţŰƅŔřƔŕŷũƅŔŚŕƈŧŦƇƔŧƂśŚŕƔƆƈŷřŬŔũŧƅiquestŕƈŷŌŪŕŠƊŔ ŕƎƊōŗŽŕŲŌƏƇƍũƔŻƏƑŲũƈƅŔŚŕŠŕƔśţŔƓŗƆƔ ŕƈŗ
ƉƈƏŬũƄ řƔƅŕŷ ŚŔũŕƎƈ ƒƏŨ ƉƔƆƈŕŷ ŧŔũžŌŔƇƎśŔũŕƎƈƏ ƇƎŬſƊŌƇƍŕŲũƈƅřƔƅŕŷŘŧƏŠŚŔŨřƈŧŦƇƔŧƂśƅƏƔƍˬ
ĉƔŗƔƏƉƓƅŕŬŸƅŔƇƔŧƂśƓƊŸśřƔţŰƅŔřƈŧŦƅŔ ŘŧƏŠƉōŗĻŕƊŕƈŌ ũŝƄŌ řƔţŰ ŚŕƈŧŦĻƛŕƊƈ iquestƎŬŌƏŕƎƔƈŧƂƈƅ ĻŕŷŕƊƁŏ ũŝƄŌƏ
ʼnŕŲũŌ ũŝƄŌƏŕƎƊƈ ƉƔŧƔſśŬƈƆƅţŗŜƔŘũŴƊ ŶƈśŠƈƅŔ Ɠž ŧƅƏśśřƔŗŕŠƔŏŏřƈŧƂƈƅŔřƔţŰƅŔřƔŕŷũƅŔƑƅƓƅŕŬŸƅŔƏŌŧƄƉŕƔŧƔŗŕƊƏŧƇƏƆŸƅŔƀƔŗųśƓƍřƔţŰƅŔřƈŧŦƅŔŘŧƏŠƉŌ
řƔŗųƅŔŚŕƔƊƂśƅŔƏŘŧŕƔŪƉƏŧřƈŕŸƅŔřţŰƆƅŘŧŕſśŬŔƑŰƁŌƀƔƂţśƅƗŔ ŔŨƍ ƑƆŷƏ ũųŕŦƈƆƅ űũŸśƅŔŧŧţś ŘŧƏŠƅŔ řŠũŧ ƉŐž ūŕŬ
žōŗŔƏƈiquestŲŧœŔƏſƅŔƏũųŕŦƈƅŔƉƔŗřƊŪŽƏũŬŦşśƊśŬƊƀŗŬŕƈƈŌƇƔƏƂśƉƛŏƏƍŕƈřƔţŰƅŔŚŕƈŧŦƅŔŔūŕƄŸƊ
ƙřƔţŰƅŔřƈŧŦƅŔƇƔŧƂśƓžƑſŮƈƅŔʼnŔŧƗűƔũƈƅŔƃŔũŧŘŔŧŌƓƍƏ
řƈƎƈŧƔŧţśƅƇŧŦśŬśiquestƄŕŮƈƅŔƓśƅŔűũśŸśƇƔŧƂśŚŕƈŧŦƅŔřƔţŰƅŔřžŕŲƙŕŗƑƅŏŢƔŲƏśŚŔƏŠſƅŔƓśƅŔƔƊŕŸśŕƎŘŧƏŠŚŕƈŧŦƅŔřƔţŰƅŔ
řƔţŰƅŔ řƈŧŦƅŔ ŘŧƏŠ ƇƔƏƂśƅ řƔŧƔƆƂśƅŔ řƂƔũųƅŔ ŚƊŕƄ ĻřƔŔŧŗƏ ũŴƊ řƎŠƏ Ɖƈ ƀƆųƊśƒŧƏŪƈřƔţŰƅŔ řƔŕŷũƅŔƑƅŏ řžŕŲƙŕŗ
ŜƔţ řƈƏƄţƅŔũƄŨś ŚƊŕƄƉƈ Řũśž ũŗŷ řƔœŕŰţƙŔ ŚŔũŮŎƈƅŔƉƈŪƅŔƑŲũƈƅŔ ũŴƊ řƎŠƏũŕŗśŷƙŔ ƉƔŸŗ ŨŦƗŔ ƉƏŧ ŕƈƔž ƉƄƅŧŸŗƇŕƊśƈƏƇŕƍũƏŧřƔţŰƅŔřƈŧŦƅŔŘŧƏŠƅƑŲũƈƅŔƃŔũŧƙŢŗŰŌ
řƔţŰƅŔřƈŧŦƅŔŘŧƏŠƇƔƏƂśƓžŶƈŚŕƈƔƏƂśƅŔƋŨƍŚſƆśŦŔƏƅƑśţƐũŦŌ ũŴƊ ŚŕƎŠƏ Ɖƈ ŚŕƈƔƏƂśƅŔřƔţŰƅŔ řƈŧŦƅŔ ŧƏŪƈƄ
Calnan 1988 ƔŴƏś ƉŕƄƈƙŕŗŢŗŰŌŜƔţƑŲũƈƅŔ ʼnŔũŊŽřƔţŰƅŔřƔŕŷũƅŔƇŕŴƊƓžřƈĉƔƁŚŔũƔƔżśʼnŔũŠƙPalmer 1991
Donabedian 1992 Fitzpatrick 1991 Reerink amp
Sauerborn 1996 Andaleeb 2000ĉŧŸƔƏűƔũƈƅŔƑŲũřƔţŰƅŔ ŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔ ŚŔũŮŎƈ ƇƍŌ ƉƈNaidu
2009 Gill amp White 2008 ƒŨƅŔƏƌœƛƏ Ɠž ũŝŎƔ ƋũƏŧŗƑſŮƈƅŔiquestŕƔţřƔƆŗƂśŬƈƅŔŚŕƔƄƏƆŬƆƅƋŕƔŔƏƊƏNaidu 2009 Choi
et al 2004ƏƇŝƉƈŘũŔŧŏƇŕƈśƍŔųţƈűƔũƈƅŔƑŲũŢŗŰƔƑſŮƈƅŔŕƈƔŬƛŧƏŠƏ iquestŴ Ɠž ƀƏŬƆƅ řƔŕŷũƅŔřƔţŰƇŬśƔ
ŘŧƔŧŮƅŔřƔŬžŕƊśƅŕŗJawahar 2007ŕƈƄśƉƈřƔţŰƅŔřƈŧŦƅŔŚŕƈƔƏƂśƇŧŦśŬƑŲũƈƅŔũŴƊřƎŠƏʼnŔũŠƙƓƁŕŗ ũŕŗśŷƛŔ ƉƔŸŗ ŨŦōś ƓśƅŔ řƆƈŕŮƅŔ ƇƔƏƂśƅŔ řƔƆƈŷ
ŽŔũųƗŔřƈƏƄţƅŔƏʼnŕŗųƗŕƄƑƅŏiquestƏŰƏƅŔŽŧƎŗƃƅŨƏƉŪŔƏśƅŔiquestŝƈƗŔŕƎƔƈŧŦśŬƈŚŕŸƁƏśƏřƈŧƂƈƅŔřƈŧŦƅŔƉƔŗHaddad et al
1998bŧƁ ƑŲũƈƅŔ ũŴƊ řƎŠƏ Ɖƈ řƔţŰƅŔ řƈŧŦƅŔ ƇƔƏƂś iquestŕƈƍŏ Ɖŏ
ŧŎƔŜƔţŘŧƏŠƆƅřƔƈƔƏƂśƅŔřƔƆƈŸƅŔƀŧŰƏřƔƁƏŝƏƈűŕſŦƊŔƑƅŏƒ ŧŠƊƐũŦƗŔ řƔƈƔƏƂśƅŔ ƀũųƅŔ Ŷƈ řƊũŕƂƈƅŕŗƏŨŦƗŕŗ ƇƔƏƂśƅŔ ƉŌ
ƕŔŕƔŔŪƈƅŔƇŧƂƔƑŲũƈƅŔũŴƊřƎŠƏũŕŗśŷƛŔƉƔŸŗśřƔHaddad
et al 2000 ŘũŮŕŗƈƑŲũƈƅŔƉƈřƄũŧƈƅŔřƔţŰƅŔřƈŧŦƅŔŘŧƏŠūŕƔƁƉƄƈƔ
ƇƔŧƂśŧŸŗřƔţŰƅŔřƈŧŦƅŔ řƂƔũųƅŔƋŨƍřſƆƄƈũƔŻ Ɠž ŘŧƏŠƏƈƅŔŚŕƊŕƔŗƅŔƑƆŷ ŕƎœŔũŠŏƓž řƂƔũųƅŔ ƋŨƍ ŧƈśŸśƛ
řƔŗųƅŔŚƜŠŬƅŔ řƂƔũųƅŔ ƋŨƍřƔŕŷũƅŔ ŘŧƏŠ Ɠž ŚŕžƜśŦƜƅ řƔŬŕŬţ ũŝƄŌ
iquestŧŸƈƅŔ ŚŕƔžƏƅŔ iquestŧŸƈƄ ŚŔũŮŎƈƅŔ űŸŗ Ɖƈ řƔţŰƅŔAdjusted Mortality RateŚŕſŷŕŲƈƅŔ iquestŧŸƈ ƏŌ Complications Rate
řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈocircũŮŷŜƅŕŝƅŔŧƆŠƈƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
34
ąƔŸĉŧƇƎƊƈ řƄũŧƈƅŔ ŘŧƏŠƆƅ ƇƍƗŔ ŧŧţƈƅŔ ƑŲũƈƅŔ ƃŔũŧŏBabkus amp Mangold 1992śŜƔţũŝŎřƄũŧƈƅŔŘŧƏŠƅŔ
řƈŧŦƅŔƑƆŷiquestƏŰţƆƅƑſŮƈƅŔŘũŕƔŪiquestŕƔţřƔƆŗƂśŬƈƅŔŕƔŔƏƊƅŔƓžřƔţŰƅŔBolton amp Drew 1988 Zeithaml 1988
ąƔŸĉŧŗƊ੠řƔţŰƅŔ řƈŧŦƅŔ ŘŧƏŠƅ ƑŲũƈƅŔ ƃŔũŧŏĻŕĉƈƎƈĻŕƓžƋũƏŧŖŗŬŗƃƅŨƏřƔţŰƅŔřƔŕŷũƅŔŪƄŔũƈ ŘŧƏŠƇƔƏƂśřƔƆƈŷřƔŕŷũƅŔ ŪƄŔũƈ řƔŧŕƈśŷŔƏ ʼnŔŧƘƅ řƔƊƎƈƅŔ ũƔƔŕŸƈƅŔ řŸŗŕśƈ Ɠž
řƔţŰƅŔ ƃŒŗƄƂŬƆŗŪŒŧť
ŕƎƊŕƈŲƏŘŧƏŠƅŔƇƔƏƂśƇƏƎſƈƓƂŗŖƔũƁŚƁƏƑśţƋũƄśţśĻŕžũśřƈŧƂśƈƅŔiquestƏŧƅŔĻŔũƄţŘŧƏŠƅŔƇƏƎſƈŧŸƔƇƆžĻƜƔƏųƇŧƔƇƅŔŨƍƉƄƅ
řƔƊżƅŔ iquestƏŧƅŔ ƑƆŷThomason amp Edwards 1991 ŜƔţƉƈřŲſŦƊƈŚŕƔƏśŬƈřƔţŰƅŔřƔŕŷũƅŔ ŘŧƏŠũƔƏųśƑƊŕŷƇŕƈśƍŔ
řƔƈŕƊƅŔ iquestƏŧƅŔřƔũƏŬ ŕƎƊƈƏ ŖƔũƁ ŧƎŷ ƑśţReerink amp
Sauerborn 1996 Smits et al 2002ƏƇŝƉƈŨŦƗŔƉŐžƉƈ ŕƊƊƄƈƔ řƔţŰƅŔ řƈŧŦƅŔ ŘŧƏŠ ƇƔƏƂś řƔƆƈŷ Ɠž ƑŲũƈƅŔ ƒŌũŗƋŨƍŚŧŠƏƓśƅŔūŕƊƅŔŚŕŠŕţƅ Ļřŗ੶ŬŔ ũŝƄŌŚŕƈŧŦƅŔ ƋŨƍ iquestŸŠ
ƇƎƆŠŌƉƈŚŕƈŧŦƅŔRao et al 2006ŦĻŕŰƏŰƓžůƂƊƅŔŶƈřƔƊŧśƈƅŔ ŘŧƏŠƅŔ ŖŗŬŗ řƔƈŕƊƅŔ iquestƏŧƅŔ Ɠž řƈŕŸƅŔ ƓžŕŮƈƅŔ řƔƈƍŌ
řƔţŰƅŔŚŕƈŧŦƆƅŕƎƈŧƂśƓśƅŔBhandari 2006Ɠž ŜţŗƅŔ ŔŨƍ řƆƄŮƈ iquestŝƈśś ūŕƔƁřƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ
řƈŧƂƈƅŔ ŕƎƈƔƏƂśƏƓžřƈŕŸƅŔƓžŕŮƈƅŔƓžƑŲũƈƅŔũŴƊřƎŠƏƉƈŶƁŔƏ ƑƆŷ ŽƏƁƏƆƅ ƃƅŨƏ ƀŮƈŧ řƊƔŧƈřƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠƐũŦŌŘũŕŗŸŗƏŌƓžŕŮƈƅŔƋŨƍƓžřƈŧƂƈƅŔŘŧƏŠƅŔŧŕŸŗŌŕƈřƄũŧƈƅŔ
řƔţŰƅŔŚŕƈŧŦƆƅ ƏřƈŧŦƅŔ ŘŧƏŠƑŲũƈƅŔƃũŧƔiquestƍƓžřƔţŰƅŔŌřƔŗŕŠƔŏŕƎƊŌƑƆŷƀŮƈŧřƊƔŧƈƓžřƈŕŸƅŔƓžŕŮƈƅŔƏ řƔŗƆŬ
ƃŒŘœƒŰŧżŗŪŒŧťƏƃƍƕŒŗƒŰŧŽƃŒ
raquoƅ ĻŕƂžƏHaddad et al1998b řƔţŰƅŔŚŕƈŧŦƅŔ ŘŧƏŠƉŐžƓƍŧŕŸŗŌřŝƜŝƑƅŏƇŬƂƊś
řƔţŰƅŔřƔŕŷũƅŔŘŧƏŠ ƓŗųƅŔƇƁŕųƅŔŘŧƏŠ řƔţŰƅŔƀžŔũƈƅŔŘŧƏŠ
ŧŧţśƌƔƆŷʼnŕƊŗƏƔŕƈƄƑƅƏƗŔřƔŲũſƅŔśōƓEgraveiquestƄŮŗƇŬƂƊƔƏŧŕŸŗƗŔŧŧŸśƈũƔżśƈƓƍřƔţŰƅŔŚŕƈŧŦƅŔŘŧƏŠƉŏ
ŧŕŸŗŌřŝƜŝƑƅŏƒƏƊŸƈ
ŗƒƈœśƃŒŗƒŰŧŽƃŒ ŞŔũſƅŔ ŧŠƏ ŚŕƈŧŦƅŔ ŘŧƏŠ ŶƁŔƏŚƅƏŕƊś řŬŔũŧ Ɠž
ƓžřƈŧƂƈƅŔřƔţŰƅŔƅŔƓžŕŮƈřŸŗŕśƅŔřƔƈƏƄţƅŔƅƓƅŕŸƅŔƇƔƆŸśƅŔŘũŔŪƏƓŗŕŠƔŏ iquestƄŮŗ řƈŧŦƅŔ ŘŧƏŠ ŔƏƄũŧŌ ƑŲũƈƅŔ řƔŗƅ௠ƉŌ řƔũƏŬŗ
ƌƔƆŷƏřƔŲũſƅŔƉŐžřƔƊŕŝƅŔƓśōƔŕƈƄŧĉŧţśŜţŗƆƅ ƃũŧŁś řƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ƉŏƉƈ ƓŗŕŠƔŏ iquestƄŮŗ ĻŕƔƏƊŸƈ
ƑŲũƈƅŔƏŬƉƈ ŵũſśƔřƔŲũſƅŔ ƋŨƍ ŚŕƔŲũžřƔŷũžĻŕƂžƏƉƈ řƔţŰƅŔ ŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔ ŕƎƔƅŏ ƇŬƂƊśŬ ƓśƅŔ ŧŕŸŗƘƅ
řŠƔśƊiquestƜŦũŕŗśŦŔƑƅƏƗŔřƔŲũſƅŔ Ɖƈ ƓŗŕŠƔŏ iquestƄŮŗ ĻŕƔƏƊŸƈ ƃũŧŁś řƔţŰƅŔ řƔŕŷũƅŔ ŘŧƏŠ Ɖŏ
ƑŲũƈƅŔ ƃũŧŁś ƓŗųƅŔ ƇƁŕųƅŔ ŘŧƏŠ ƉŏƉƈ ƓŗŕŠƔŏ iquestƄŮŗ ĻŕƔƏƊŸƈ
ƑŲũƈƅŔ Ɖƈ ƓŗŕŠƔŏ iquestƄŮŗ ĻŕƔƏƊŸƈ ƃũŧŁś řƔţŰƅŔ ƀžŔũƈƅŔ ŘŧƏŠ Ɖŏ
ƑŲũƈƅŔ ƃŒŻťƋŗŪŒŧť
ŜţŗƅŔ ŽŧƎƔřƄũŧƈƅŔ ŘŧƏŠƅŔ ŕƎƔƅŏ ƇŬƂƊś ƓśƅŔ ŧŕŸŗƗŔ ŧƔŧţśŕƎŬŕƔƁ iquestƜŦ Ɖƈ ƑŲũƈƅŔ ũŴƊ řƎŠƏ Ɖƈ řƔţŰƅŔ ŚŕƈŧŦƆƅ
ƒŧƔƄƏśƅŔƓƆƈŕŸƅŔ iquestƔƆţśƆƅ ŕƎŷŕŲŦŏƏConfirmatory Factor
AnalysisƇŝ ƉƈƏřƔţŰƅŔ řƈŧŦƅŔ ŘŧƏŠ ƑƆŷ ʼnƏŲƅŔ ųƔƆŬśƀŮƈŧřƊƔŧƈƓžřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔřƈŕŸƅŔƓžŕŮƈƅŔƓžřƈŧƂƈƅŔ
ƋŨƍ Ɠž řƈŧƂƈƅŔ řƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ƇƔƏƂś iquestƜŦ Ɖƈ ƃƅŨƏƑŲũƈƅŔ ũŴƊ řƎŠƏ Ɖƈ ƓžŕŮƈƅŔƏŌ ŕƎśƔŗŕŠƔŏ Ɛŧƈ ŧƔŧţśƏ
ŕƎśƔŗƆŬƏĻŔũƔŦŌŧŷŕŬśŚŕƔŰƏśƏ şœŕśƊ ŶŲƏƉƔƔũƏŬƅŔ ƉƔŝţŕŗƅŔĻŕŰƏŰŦ ĻŕƈƏƈŷ ŖũŸƅŔƏƓžřżƆƅŕŗ ƉƊƂƈ ūŕƔƂƈ ƑƆŷ iquestƏŰţƅŔ
řƔţŰƅŔŚŕƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƆƅřƔŗũŸƅŔŘũƏŰƇƔŧƂśƑƅŏĻřžŕŲŏ ƗŖŕţŰƓžŕŮƈƅŔ Ɠž ũŔũƂƅŔƓž řţŰƅŔ ŘũŔŪƏƅ řŸŗŕśƅŔ řƈŕŸƅŔ
řƔũƏŬŗűũżřƔţŰƅŔŚŕƈŧŦƅŔŘŧƏŠƉƔŬţśŕƎƔžřƈŧƂƈƅŔŗŪŒŧťƃŒŗƒƆƋŊ
ŵƏŲƏƈƉŌ řƂŗŕŬƅŔŚŕƔŗŧƘƅ ƌśŸŠŔũƈiquestƜŦƉƈŜţŕŗƅŔ ŧŠƏřƔţŰƅŔ řƔŕŷũƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔŕƎŬŕƔƁƏŜƏţŗƅŔƓž ƌƂţƀƆƔ Ƈƅ
řƔŗũŸƅŔĻŕƈƏƈŷ řƔũƏŬƅŔƏ ĻŕŰƏŰŦiquestƏŕƊś Ɖƈ ƇŻũƅŔ ƑƆŷƅŔũƔŝƄƃƔƍŕƊƐũŦŌŚŔũƔżśƈŗƌśƁƜŷƏũƔżśƈƅŔŔŨƎƅřƔŗƊŠƗŔŜƏţŗƅŔƉƈ
ƉƔƊųŔƏƈƅŔ ŘŕƔţ Ɠž řƔţŰƅŔ řƔŕŷũƅŔ ũƏŧ ƉŷŞŔũſƅŔƑƅŏ iquestƏŰƏƅŔ ƑƆŷ řŬŔũŧƅŔ ƋŨƍ iquestƜŦ Ɖƈ ŜţŕŗƅŔ iquestƈŸƔŬ ŜƔţ
ƉƊƂƈūŕƔƂƈřœƔŗƆƅŚŕƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔũƔżśƈƅřƔũƏŬƅŔřƔŗũŸƅŔřƔţŰƅŔřƔƈƍŌŧŬŠśśŕƈƄŜţŗƅŔĻŕŲƔŌƉŷŘũƏŰʼnŕųŷŏƓžƐŧƈ řƔŗŕŠƔŏƓž řƈŧƂƈƅŔ řƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠƅ ƑŲũƈƅŔ ƃŔũŧŏ
řƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
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ƀŮƈŧřƊƔŧƈƓžřţŰƅŔ ŘũŔŪƏƅ řŸŗŕśƅŔ řƈŕŸƅŔƓžŕŮƈƅŔƌśƔŗƆŬƏŌƏƇŝƉƈřžũŸƈƑƆŷ ŕƎƔžũŔũƂƅŔŖŕţŰŌƏřţŰƅŔ ŘũŔŪƏ ŘŧŷŕŬƈ
ŕƎƔžŕŮƈƓžŘŧƏŠƅŔƉƔŬţśřƔƆƈŷƓžŕƎŸƁƏƈ ƃŒŝƌƈƆŗŪŒŧť
ƃŒƍƑőœŮšƗŒŴƆřŞƆƃŒŶŗƈƒƑŲũƈƅŔƉƈƓœŕŰţƙŔŶƈśŠƈƅŔŽƅōśƔƇƎŸƔƈŠƇƎŠƔũŦśiquestƔŗƁ
ŧƈƓžřţŰƅŔ ŘũŔŪƏƅřŸŗŕśƅŔřƈŕŸƅŔƓžŕŮƈƅŔƉƈƀŮƈŧřƊƔiquestƜŦŚŕƊŕƔŗƅŔ ŶƈŠ Řũśž ŧƁƏŸƈŠŚřƈŴśƊƈ řƔœŔƏŮŷ řƂƔũųŗŚŕƊŕƔŗƅŔ
ƉƈŘŧśƈƈƅŔŘũśſƅŔiquestƜŦŌƉƏƊŕƄũƎŮřƔŕƎƊƑśţiquestƏƆƔŌũŦŔƏiquestƏƗŔƉƈ ƇŕŸƅŔiquestŧŸƈŗŚŕƊŕŗśŬƛŔŶƈŠƑƆŷŜţŕŗƅŔiquestƈŷŜƔţ
ƉƔŗšƏŔũśƔƏƓžŕŮƈƉƈĻŕƔŷƏŗŬŌřƊŕŗśŬŔūƔſƊƅŔƉŗŔƏƀŮƈŧ ƏũƈţƗŔ iquestƜƎƅŔŚŕƊŕƔŗƅŔ ŶƈŠ Řũśž řƔŕƎƊ ŕƎƊŷ şśƊƓœŕŰţƙŔiquestƔƆţśƆƅřţƅŕŰřƊŕŗśŬŔ
ŘœƈœƒŕƃŒfrac34ƒƄšřŚƆƆąţŔŧŦśŬŕŗ ŚŕƊŕƔŗƅŔŠƈŕƊũŗƅŔ ƇƉƔƔœŕŰţƙŔƉƔSPSSũŔŧŰƙŔƏAMOSũŔŧŰƙŔƇŧŦśŬŔŜƔţiquestƄ
ƓƆƈŕŸƅŔ iquestƔƆţśƅŔ Ɖƈ ƒŧƔƄƏśƅŔCFAŕſƅŌ ŤŕŗƊƏũƄ iquestƈŕŸƈƏCronbachs AlphaƑƅƏƗŔ řƔŲũſƅŔ ũŕŗśŦƛƑƅŏ řžŕŲƙŕŗ
ŘŧţŔƏƅŔ ŚŕƊƔŸƆƅ ŚƊŧƏśŬ ũŕŗśŦŔOne-sample T-testƃƅŨƏřƔƊŕŝƅŔřƔŲũſƅŔũŕŗśŦƛŘœƈœƒŕƃŒŴƆŞŗƄƒŪƍ
ŽƅōśśƏ řƊŕŗśŬƛŔ ƓƍřƔžŔũżƈƔŧƅŔ iquestƈŔƏŸƅŔ ūƔƔŕƂƈƅ řžŕŲŏřƔţŰƅŔ řƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƆƅ ŧŕŸŗƗŔ ŧŧŸśƈūŕƔƂƈ ƉƈƏƒŨƅŔ
ƋũƏųHaddad et al 1998b Ɖƈ ŽƅōśƔƏ ŘũŕŗŷůƆŦśŬŔ ŕƎƊƈ Ō řŝƜŝ ƑƆŷ ŵŪƏśś ŘũŕŗŷŧŕŸŗƃƅŨƏŧŸŗ
ŏŚŔʼnŔũŠřƔũƏŬƅŔ řƔŗũŸƅŔ řœƔŗƅŔ ƑƆŷ ƉƔƊƂśƅŔ ŚŔʼnŔũŠŏ ŚƊŕƄƏƔŕƈƄƉƔƊƂśƅŔśōƓ
řŠƏŧŪƈřƈŠũśʼnŔũŠŏDouble Translation
ƓƂƔƂţƅŔƑƊŸƈƅŔiquestŕŰƔŏƏƍřƈŠũśƅŔƋŨƍʼnŔũŠŏƉƈŽŧƎƅŔŜƔţƓśƅŔƏ řƔŪƔƆƄƊƙŔ řżƆƅŕŗ iquestŰƗŔƓžŚũƏųƓśƅŔūŕƔƂƈƅŔŚŔũŕŗŸƅ
ŗųśŬƀřƔŗũŸƅŔŜŧţśƔŶƈśŠƈƑƆŷřƔƅŕţƅŔřŬŔũŧƅŔƓž
ƒũƍŕŴƅŔƀŧŰƅŔFace Validity
řŠƏŧŪƈƅŔřƈŠũśƅŔƉŷşśŕƊƅŔūŕƔƂƈƅŔűũŷiquestƜŦƉƈƃƅŨƏŚŕŸƈŕŠƅŔ ŘŨśŕŬŌƏ ʼnŔũŗŦƅŔ űŸŗ ƑƆŷʼnŔŧŗŏƏ ƌƈƔƏƂś ŽŧƎŗ
ƌƅŕƔţŚŕŴţƜƈƅŔ
ƓƆƈŕŸƅŔ ƀŧŰƅŔƒŧƔƄƏśƅŔConfirmatory Factorial
Validity
ũŕŗśŦƛŔŔŨƍiquestƜŦƉƈřƔœŕƊŗƅŔřƅŧŕŸƈƅŔřŠŨƈƊřƔƊƂśƇŔŧŦśŬŕŗƏStructural Equation Modeling ƑƅƏƗŔ řƔŲũſƅŔ ũŗśŦśŬ
Ƒƅŏ řƔţŰƅŔ ŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔ ũƔżśƈ ƇŕŬƂƊŔ Ɖƈ ŧƄōśƆƅŕƎƊĉƔŗƓśƅŔřŝƜŝƅŔŧŕŸŗƗŔHaddad et al1998b
ŚŕŗŝƅŔReliability
ũƔŮƔƏƉƈ ĻŕƔƅŕŦ ūŕƔƂƈƅŔ ŕƎŗ ƉƏƄƔ ƓśƅŔ řŠũŧƅŔ Ƒƅŏ ŚŕŗŝƅŔūŕƔƂƆƅ řƔœŔƏŮŸƅŔ ʼnŕųŦƗŔSmithson 2005ƒŧŎś ŜƔţ
ŚŕŗŝƅŔƉƈřƔƊŧśƈƅŔŖŬƊƅŔŚŔŨūƔƔŕƂƈƅŔƑƅŏƂśſśşœŕśƊũřƁŧƅŔƑƅŏTharenou et al 2007ũŕŗśŦƛŤŕŗƊƏũƄiquestƈŕŸƈƇŧŦśŬƔŬƏ
ƏŠƅŔ ŧŕŸŗŌ ūƔƔŕƂƈƅ ƓƆŦŔŧƅŔ ƀŕŬśƛŔřƔţŰƅŔ ŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƒŧƔƄƏśƅŔƓƆƈŕŸƅŔiquestƔƆţśƅŔřŠƔśƊƉƈŕƎŰƜŦśŬŔŧŸŗ
ŗƒƈŒťƒƆƃŒŗŪŒŧťƃŒŗƈƒŶƃŒŻƒŮƍř
řƊƔŸƅŔ ŧŔũžŌŽƔŰƏś ŘũƂſƅŔ ƋŨƍŽŧƎśƇƎƆƔŝƈś Ɛŧƈ řžũŸƈƅraquoƅ ĻŕƂžƏ řƊƔŸƅŔ ūƊ੶ŗ ųŗśũƔ ŔŨƍƏ ƓœŕŰţƙŔ ŶƈśŠƈƆƅ
Tharenou et alŏ ŜƔţ űŕſŦƊŔ ƉřƊƔŸƅŔ ūƊ੶ƇƔƈŸśƆƅ ũŗƄŌ řƔƆŗŕƂŗ ųŗśũƔ řŬŔũŧƅŔ řƊƔŷ ƑƆŷ ƀŗųƊƔ ŕƈ ŔŨƍƏ
řƔƅŕţƅŔĻřžŕŲŏ řƔƈƔƆŸśƅŔƏ řƔũƈŸƅŔ ŚŕƔƏśŬƈƅŔ ŽƆśŦƈ iquestƈŮś ƓśƅŔľũƏƄŨƑƆŷŕƎœŔƏśţŔƑƅŏŜŕƊŏƏiquestŦŧƅŔƉƈřſƆśŦƈŚŕƔƏśŬƈƏŕƈ
řŬƊ੶ƈũƔŻŕƎƆŸŠƔHeterogeneousfrac34ƍťŞƃŒŗƈƒŶƃŒŻƒŮƍřĹœƒżŒŧŹƍƆƒť
ƃŒŧŒŧƂř ƇœƒŕƃŒ ŧƒźřƆƃŒ 544 368 ũƄŨ
ƑŵœƆřŞƙŒųƍƈƃŒ 456 309 ƑŝƊŌ 100 677 ƑƃœƆŞƗŒ 71 48 ĉƓƈŌ
ƑƆƒƄŶřƃŒƎƍřŪƆƃŒ 544 368 ƇƔƆŸśƏŌřƔƏƊŕŝ
ƓŬŕŬŌ 235 159 ŘŪŕŠŏ 151 102 ŕƔƆŷŚŕŬŔũŧ 100 677 ƑƃœƆŞƗŒ
102 69 ƉƈiquestƁŌřƊŬ
ŧƆŶƃŒ 323 219 ƉƈƑśţƏ
řƊŬ
575 389 ƉƈřƊŬƀƏžŕƈž
100 677 ƑƃœƆŞƗŒ
422 286 ƉƈiquestƁŌiquestū frac34ŤťƃŒ
545 369 Ɖƈ
řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈocircũŮŷŜƅŕŝƅŔŧƆŠƈƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
36
ƃŒŧŒŧƂř ƇœƒŕƃŒ ŧƒźřƆƃŒ Ƒśţiquestū
32 22 ƉƈũŝƄŌiquestū
100 677 ƑƃœƆŞƗŒ
ƅŔiquestƏŧŠƅŔƉƈŴţƜƊƀŗŕŬũƏƄŨƅŔƉƈƇƍřƊƔŸƅŔŧŔũžŌŖƆŻŌƉŌřŗŬƊŗiquestŗŕƂƈŜŕƊƙŔƉƈƐƏśŬƈƆƅřŗŬƊƅŕŗŕƈŌ
ƏŌřƔƏƊŕŝƅŔŘŧŕƎŮƅŔřƆƈţƉƈƇƍřƊƔŸƅŔŧŔũžŌŖƆŻŌƉŌŧŠƊƓƈƔƆŸśƅŔ řŗŬƊŗ ƓŬŕŬƗŔ ƇƔƆŸśƅŔřƔŸƈŕŠƅŔ ŘŪŕŠƙŔ řƆƈţ ƇƎƔƆƔ
řŗŬƊŗ řŗŬƊŗ ŕƔƆŸƅŔ ŚŕŬŔũŧƅŔ řƆƈţž ƇŝƏƔƈƗŔƆŗśřƔƊŧśƈřŗŬƊŗƉźŘũƔŗƄƇƍũŕƈŷŌƑŲũƈƅŔŖƆŻŌĻŕƔŗŬƊƓƂųƊƈ ʼnƓŮ ŔŨƍƏƀƏž ƇƍũŕƈŷŌ Ɖƈ řŗŬƊ ƉŌ ŧŠƊŜƔţ
źƆŗśĻŕƈŕŷƉƔŝƜŝƅŔƉƔŗŕƍũŕƈŷŌšƏŔũśśƓśƅŔřœſƅŔƇƎƔƆśřŗŬƊŗĻŕƈŕŷƉƔŝƜŝƅŔƏƉƔũŮŸƅŔiquestŗŕƂƈƇƍƉƈƅ
ĻŕƈŕŷƉƔũŮŸƅŔƉƏŧŠƊžiquestŦŧƆƅřŗŬƊƅŕŗŕƈŌŧƇƍƑŲũƈƅŔƇŴŸƈƉŌ řŗŬƊŗ ųŬƏśƈƅŔ iquestŦŧƅŔ ƒƏŨ ƉƈiquestƏŦŧƅŔ ƏƏŨ ƇƎƔƆƔ
řŗŬƊŗřƔƊŧśƈƅŔřŸſśũƈƅŔiquestƏŦŧƅŔƒƏŨƅřƆƔƆƁřŗŬƊiquestŗŕƂƈźƆŗśƓžŖŕŗųśŬƜƅřœſƅŔƋŨƍƌŠƏśũŬſśƉŌƉƄƈƔƓśƅŔƏ
řŰŕŦƅŔƓžŕŮƈƅŔŘœƒŰŧŽƃŒŧœŕřŤŒ
śƓśƅŔ řŬƔœũƅŔ řƔŲũſƅŔ ũŗśŦśŬƑƆŷůƊŘŧƏŠƉŏŚŕƈŧŦƅŔƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśřƔţŰƅŔũŕŗśŦŔiquestƜŦƉƈũŕŗśŦŔ Ɖƈ řƂŝŗƊƈƅŔ řŝƜŝƅŔ řƔŷũſƅŔ ŚŕƔŲũſƅŔřƊƔŸƆƅ ŚƊŧƏśŬ
ŘŧţŔƏƅŔřƔŧŕƔţƅŔ řƈƔƂƅŕŗ ŚŕųŬƏśƈƅŔ řƊũŕƂƈ iquestƜŦ Ɖƈ ƃƅŨƏřżƅŕŗƅŔƏƔŕƈƄśōƓ
ƏƃƍƕŒŗƒŰŧŽƃŒ ŚŕƈŧŦƅŔ ŘŧƏŠ ƉŏƇŬƂƊƔƏ ŧŕŸŗƗŔ ŧŧŸśƈ ũƔżśƈ Ɠƍ řƔţŰƅŔ
ŧŕŸŗŌřŝƜŝƑƅŏƒƏƊŸƈEgraveiquestƄŮŗ şƈŕƊũŗ iquestƜŦ Ɖƈ řƔŲũſƅŔ ƋŨƍ ũŗśŦśŬ13AMOSũŔŧŰƙŔ
ƇƁũ iquestƏŧŠƅŔ ƉĉƔŗƔƏ ƇƁũ iquestƄŮƅŔƏ ũŕŗśŦŔ şœŕśƊƑƅƏƗŔřƔŲũſƅŔ
13řƈƆƄAMOSƓƍraquoƅũŕŰśŦŔAnalysis of Moment StructuresƏƍƏ
řƔƆƄƔƎƅŔŚƛŧŕŸƈƅŔřŠŨƈƊřƔƊŕƄƈŏũžƏƔşƈŕƊũŗ
frac34ƍťŞƃŒƏƃƍƕŒŗƒŰŧŽƃŒŧœŕřŤŒŝőœřƈ
CFI RMRRMSEA
ŗƆƒƀƃŒCcedilfrac34ƒśƆřƃƏƄśƆƃŒŜŦƍƆƈƄƃťƒŞƉƈƑƆŷŌiquestƁŌƏŌƉƈiquestƁŌ
ƇŵŗŞřœƈƃŒŗƆƒƀƃŒŧœŕřŤƙŒ
ŗރřƈƃŒŧƔŠiquestƔŝƈśŞŨƏƈƊƆƅ
ŧƔŠiquestƔŝƈśŞŨƏƈƊƆƅ
ŧƔŠiquestƔŝƈśŞŨƏƈƊƆƅ
ƇƁũ iquestƄŮƅŔ iquestƜŦ Ɖƈ ƇƁũ iquestƏŧŠƅŔ Ə řţŰşśƊśŬƊƑƅƏƗŔ řƔŲũſƅŔƜƈƅŔ ũŮŎƈ Ɖƈ įiquestƄ ƇƔƁ Ɖŏ ŜƔţʼnƉũŕƂƈƅŔ řƈ
CFIuumlƏ ƓƁŔƏŗƅŔ Ŷŗũƈƅ ƓŗŕŬţƅŔ ųŬƏƅŔ ũŨŠRMRyacuteũŨŠƏũƔŧƂśƅŔ ōųŦŶŗũƈƅƓŗŕŬţƅŔųŬƏƅŔRMSEAkƑƅŏũƔŮśŚƊŕƄ
ƉŌƅŔŞŨƏƈƊƆƅŧƔŠiquestƔŝƈśJoreskog amp Sorbom 1989 Hu amp Bentler 1995 Bentler 1992 MacCallum et al
1996ƑƆŷŌŕƎŸƔƈŠŚƊŕƄŤŕŗƊƏũƄŚƜƈŕŸƈƇƔƁƉŌƑƅŏřžŕŲŏ Ɖƈ ƇƁũ iquestƏŧŠƅŔ ƉĉƔŗƔ ŕƈƄƏƇŝ Ɖƈ iquestƏƂƅŔ ƉƄƈƔŏƉ
ūƔƔŕƂƈƅŔřŝƜŝƅŔ ƓƆŦŔŧƅŔ Śŕŗŝƅŕŗ Ŷśƈśś ĺŔ ƀŪũ ŕƈƄiquestƏƂƅŔ ŕƊƊƄƈƔŏřŝƜŝƑƅŏ ƇŬƂƊśřƔţŰƅŔŚŕƈŧŦƆƅřƄũŧƈƅŔ ŘŧƏŠƅŔƉ
ƓƍŧŕŸŗŌřƔŕŷũƅŔŕƈƄřƔţŰƅŔƀžŔũƈƅŔƏƓŗųƅŔũŧŕƄƅŔƏřƔţŰƅŔ ƇƁũiquestƄŮƅŔŢŲƏƔ ƇƁũiquestƏŧŠƅŔƏŪƏƈũũƔŮśŜƔţ q
ŪƏƈũ ũƔŮś ŕƈƊƔŗ ūƔƔŕƂƈƅŔ ŧƏƊŗ Ƒƅŏe ūŕƔƂƅŔ ʼnŕųŦŌ ƑƅŏErrors of Measurement
ಳřƈƆƄCFIraquoƅũŕŰśŦŔƓƍThe Comparative Fit IndexřƈƆƄRMRraquoƅũŕŰśŦŔƓƍRoot Mean Square ResidualiřƈƆƄRMSEAraquoƅũŕŰśŦŔƓƍRoot Mean Square Error Of
Approximation
řţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
ŗƒšŮƃŒŘœƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƄƃƐťƒƂƍřƃŒƑƄƆœŶƃŒfrac34ƒƄšřƃŒ
ƑſŮƈƅŔƓžřƔŗųƅŔŘŪƎŠƗŔŧŧŷ
ƓƊƂśƅŔŕƍŔƏśŬƈƏřƔŗųƅŔŘŪƎŠƗŔŘŧƏŠ ƑſŮƈƅŔŽũŻ
frac34ƍťŞƃŒƑƄŤŒťƃŒžœŪřƙŒŧœŕřŤŒŗރřƈ
ťƍƈŕƃŒťťŵ frac34ƆœŶƆŢœŕƈƍŧƂ
4 061 6 0724 5 0675
řƔŲũſƅŔ ũŗśŦśŬ ƑƆŷůƊś ƓśƅŔ řƔƊŕŝƅŔŚŕƈŧŦƅŔ ŘŧƏŠ ƉŏƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśřƔţŰƅŔũŕŗśŦŔiquestƜŦƉƈ
řŝƜŝƅŔ ŘŧƏŠƅŔ ŧŕŸŗƗ řŗŬƊƅŕŗ řƔŲũſƅŔ ƏƇŝ ƉƈŜƜŝ ũŕŗśŦŔŘŧţŔƏƅŔřƊƔŸƆƅŚƊŧƏśŬũŕŗśŦŔƇŔŧŦśŬŕŗƃƅŨƏƉƈ
řƔŧŕƔţƅŔřƈƔƂƅŕŗŚŕųŬƏśƈƅŔřżƅŕŗƅŔ) ΔϤϴϘϟ ώϠΒΗ
Neutral Value24ΚϴΣαΎϴϘϤϟϥαΎγϰϠϋΖΒδΘΣ
řƔţŰƅŔƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔ
37
frac34ƂŬƃŒŗƒšŮƃŒŘœƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƄƃƐťƒƂƍřƃŒƑƄƆœŶƃŒfrac34ƒƄšřƃŒ
œƋťƍƈŕƍŗƒšŮƃŒŘœƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƃŒťœŶŕŊ
ŖŧœŕŶƃŒŗŹœƒŮ
ũŧŕƁʼnŕŗųƗŔƏŽŕŮśƄŔƑƆŷƉƓƊŕŸƔƓśƅŔřƆƄŮƈƅŔűƔũƈƅŔŕƎƊƈ
ʼnŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔ ƑſŮƈƅŔƓžřƔƏŧƗŔũžŔƏś
ƑſŮƈƅŔƓžűƔũƈƅŔʼnŕſŮŘŧƏŠ ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸśšŕśſƊƛŔ ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸśřƈţũƅŔ
ŶƈʼnŕŗųƗŔiquestƈŕŸśƑŲũƈƅŔƇŔũśţƛŔ űƔũƈƆƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ
řƅŕţƅŔšũŮƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔűƔũƈƆƅřƔŲũƈƅŔ
ƑſŮƈƅŔƓžƉƔƆƈŕŸƅŔřƍŔŪƊ ƑſŮƈƅŔƑƅŏiquestŪƊƈƅŔƉƈřžŕŬƈƅŔ
ƑſŮƈƅŔƓžʼnŕŗųƗŔŧŧŷ
q15 q16 q17
frac34ƍťŞƃŒ
ťŶŕƃŒ
řƔţŰƅŔřƔŕŷũƅŔŧŸŗ ƓŗųƅŔũŧŕƄƅŔŧŸŗ
řƔţŰƅŔƀžŔũƈƅŔŧŸŗ
ŗƒƈœśƃŒŗƒŰŧŽƃŒ řƔŲũſƅŔ ũŗśŦśŬ
ƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśřƔţŰƅŔřŝƜŝƅŔ ŘŧƏŠƅŔ ŧŕŸŗƗ řŗŬƊƅŕŗ řƔŲũſƅŔ
řƔŷũžŚŕƔŲũžŘŧţŔƏƅŔřƊƔŸƆƅŚƊŧƏśŬũŕŗśŦŔƇŔŧŦśŬŕŗřƊũŕƂƈiquestƜŦřƔŧŕƔţƅŔřƈƔƂƅŕŗŚŕųŬƏśƈƅŔ
ΔϳΩΎϴΤϟNeutral Value
řƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśřƔţŰƅŔ
frac34ƍťŞƃŒ œƋťƍƈŕƍŗƒšŮƃŒŘœƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƃŒťœŶŕŊ
ŖŧœŕŶƃŒ ŖŧœŕŶƃŒŗŹœƒŮ ŨƆŧ
ŖŧœŕŶƃŒ ťŶŕƃŒ
ũŧŕƁʼnŕŗųƗŔűƔũƈƅŔŕƎƊƈ q01
řƔŕŷũƅŔřƔţŰƅŔ
ʼnŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔ q02 ƑſŮƈƅŔƓžřƔƏŧƗŔũžŔƏś q03
ƑſŮƈƅŔƓžűƔũƈƅŔʼnŕſŮŘŧƏŠ q05 ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸś q07
ũŧŕƄƅŔƓŗųƅŔ
ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸś q08 ŶƈʼnŕŗųƗŔiquestƈŕŸś q09
űƔũƈƆƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ q10 řƅŕţƅŔšũŮƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ
űƔũƈƆƅřƔŲũƈƅŔ q11
ƑſŮƈƅŔƓžƉƔƆƈŕŸƅŔřƍŔŪƊ q12 ƑſŮƈƅŔƑƅŏiquestŪƊƈƅŔƉƈřžŕŬƈƅŔ q13 ƀžŔũƈƅŔ
řƔţŰƅŔ ƑſŮƈƅŔƓžʼnŕŗųƗŔŧŧŷ q14
řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈocircũŮŷŜƅŕŝƅŔŧƆŠƈƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
38
ΎϫΎϧΩ ΔΑΎΠΘγϼϟ ρΎϘϧ ϊΑέ Ϧϣ ϥϮϜϣϭ Ύϫϼϋϭϰ ΔϤϴϘϟ ϥϮϜΘϓ
˰ϟΔϳϭΎδϣΔϳΩΎϴΤϟϭϰϮ Ϯϱ (ƔŕƈƄśōƓŗƒŰŧŽƃŒŗƒŵŧŽƃŒƕŒƏƃƍ
ƑƆŷƑƅƏƗŔřƔŷũſƅŔřƔŲũſƅŔůƊśƉŌřƔţŰƅŔřƔŕŷũƅŔŘŧƏŠƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśƇƁũiquestƏŧŠƅŔŢŲƏƔƏ
řƔŲũſƅŔ ƋŨƍũŕŗśŦŔşœŕśƊ ƇƁũiquestƏŧŠƅŔƉƈŴţƜƊŜƔţ ƉŌ Ɖƈ iquestƁŌ řƔƅŕƈśţƛŔ řƈƔƂƅŔžřƔŷũſƅŔ řƔŲũſƅŔ řţŰ ŚŗŝƊ
ƉŌƒŌ ƑƅƏƗŔŗŕŠƔŏiquestƄŮŗ ĻŕƔƏƊŸƈƃũŧŁś řƔţŰƅŔ řƔŕŷũƅŔ ŘŧƏŠƓƑŲũƈƅŔƉƈƉŌƑŲũƈƅŔƃũŧƔŜƔţ ʼnŕŗųƗŔƑƆŷ ŘũŧƂƅŔ ƇƎƔŧƅ
ŚƛŕţƆƅřƔƏŧƗŔřŗŬŕƊƈƑƅŏřžŕŲŏŧƔŠiquestƄŮŗűŔũƈƗŔůƔŦŮśʼnŕŗųƗŔ ŕƎŰŦŮƔ ƓśƅŔ řƔŲũƈƅŔűƔũƈƅŔ ʼnŕſŮ Ƒƅŏ ƒŧŎƔ ŕƈƈ
ŧƔŠiquestƄŮŗƑſŮƈƅŔƓžřƅƏƎŬŗřƔƏŧƗŔũžŔƏśƉŷƃƔƍŕƊ
ŗƒŰŧŽƃŒŗƒŵŧŽƃŒŗƒƈœśƃŒ řƔŲũſƅŔůƊś ƉŌ ƑƆŷ řƔƊŕŝƅŔ řƔŷũſƅŔƓŗųƅŔ ƇƁŕųƅŔ ŘŧƏŠ
ƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśƇƁũiquestƏŧŠƅŔŢŲƏƔƏřƔŲũſƅŔƋŨƍũŕŗśŦŔşœŕśƊŜƔţũƎŴƔřƊũśƂƈƅŔřƔƅŕƈśţƛŔřƈƔƂƅŔƉŌƉƈiquestƁŌŚƊŧƏśŬřƈƔƂŗƏƇŝƉƈřƔŲũſƅŔƋŨƍřţŰşśƊśŬƊ
ųƅŔ ƇƁŕųƅŔ ŘŧƏŠ ƉƏƄũŧƔ ƑŲũƈƅŔ ƉŌ ƒŌƓŗŕŠƔŏ iquestƄŮŗ ƓŗƔ ŜƔţ ƒƏƊŸƈƏiquestƈŕŸśƇŔũśţŕŗ ƑŲũƈƅŔ Ŷƈ ʼnŕŗųƗŔƉƏŷŔũƔƏ
ŕƈƄ ŕƎƅ řƂžŔũƈƅŔ řƔŬſƊƅŔ ƇƎśƅŕţƏ ƇƎŲũƈ ŽƏũŴƔ ŢƊƈƇƁŕųƅŔƓŗųƅŔƇƎŗ řƔŕƊŸƆƅƓžŕƄƅŔŚƁƏƅŔƑŲũƈƅŔŏƏ ƇƎŸŲƏƉŷ ƇƍũŕŗŦƓţŰƅŔ
frac34ƍťŞƃŒƏƃƍƕŒŗƒŵŧŽƃŒŗƒŰŧŽƃŒŧœŕřŤŒ
ŗƒƃœƆřšƙŒŗƆƒƀƃŒ žƍŧŽƃŒŧœŕřŤŒ
T-test ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ƃŒťŶŕ
13130000 131326062 2500 0592 3093 řƔŗųƅŔřƔŕŷũƅŔŘŧƏŠ
ŗƆƒƀƃŒŗƒƃœƆřšƙŒ žƍŧŽƃŒŧœŕřŤŒT-test ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ťŶŕƄƃŗƈƍƂƆƃŒťƍƈŕƃŒ
1313000 131322351 25 859 324 ũŧŕƁʼnŕŗųƗŔƏűƔũƈƅŔŕƎƊƈƓƊŕŸƔƓśƅŔřƆƄŮƈƅŔŽŕŮśƄŔƑƆŷƉ
1313000 131318045 25 821 307 ʼnŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔ
1313000 131315781 25 905 305 ƑſŮƈƅŔƓžřƔƏŧƗŔũžŔƏś
1313000 131314910 25 903 302 ƑſŮƈƅŔƓžűƔũƈƅŔʼnŕſŮŘŧƏŠ 1313ŗƃƙťƎƍřŪƆťƈŵĹœƒőœŮšōŗƃŒť
ŗƒŰŧŽƃŒŗƒŵŧŽƃŒŗśƃœśƃŒƉŌƑƆŷřŝƅŕŝƅŔřƔŷũſƅŔřƔŲũſƅŔůƊśřƔţŰƅŔƀžŔũƈƅŔŘŧƏŠ
ƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśƇƁũiquestƏŧŠƅŔŢŲƏƔƏřƔŲũſƅŔ ƋŨƍũŕŗśŦŔşœŕśƊ ƉƈŴţƜƊŜƔţƇƁũiquestƏŧŠƅŔ ƉŌ
řƔţŰƅŔƀžŔũƈƅŔ ŘŧƏŠ ŧŸŗƅ řƔƅŕƈśţƛŔ řƈƔƂƅŔƋŧƏƊŗřƆƈŕƄŔŧŷ ŕƈũƔŦƗŔŧƊŗƅŔƑſŮƈƅŔŽũżŗųŗśũƈƅŔƉƈiquestƁŌžřţŰşśƊśŬƊřƔŲũſƅŔ ƋŨƍřƔţŰƅŔ ƀžŔũƈƅŔ ŘŧƏŠ ƉƏƄũŧƔ ƑŲũƈƅŔ ƉŌ ƒŌ
ƒƏƊŸƈƏ ƓŗŕŠƔŏ iquestƄŮŗƉƈ řƅƏƂŸƈ řžŕŬƈƅŔ ƇƍũŴƊ řƎŠƏ Ɖƈž
Ƒƅŏ iquestŪƊƈƅŔƑſŮƈƅŔŪƄũƈ Ɠž ƓžŕŮƈƅŔ ƋŨƍ ŶŲƏƈś ƇƄţŗ ŔŨƍƏřƊƔŧƈƅŔċŽŕƄ ʼnŕŗųƗŔ ŧŧŷ ƉŌ ŧŠƊ ŕƈƄŘũžƏśƈ řƔŗųƅŔ ŘŪƎŠƗŔƏ
ŚŕſŰŔƏƈŗƏŘŧƔŠ
řţŰşśƊśŬƊřƂŗŕŬƅŔřƔŷũſƅŔŚŕƔŲũſƅŔũŕŗśŦŔşœŕśƊiquestƜŦƉƈřƔŬŕŬƗŔ řƔŲũſƅŔřŸŗŕśƅŔ řƈŕŸƅŔ ƓžŕŮƈƅŔ Ɠž ƑŲũƈƅŔ ƉŌ ƒŌ
ƊƔŧƈ Ɠž řţŰƅŔ ŘũŔŪƏƅřƔţŰƅŔŚŕƈŧŦƅŔ ŘŧƏŠ ƉƏƄũŧƔ ƀŮƈŧ řƒƏƊŸƈƏƓŗŕŠƔŏiquestƄŮŗřƈŧƂƈƅŔ
řƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
frac34ƍťŞƃŒŗƒƈœśƃŒŗƒŵŧŽƃŒŗƒŰŧŽƃŒŧœŕřŤŒŝőœřƈ
ŗƆƒƀƃŒŗƒƃœƆřšƙŒ
žƍŧŽƃŒŧœŕřŤŒT-test
ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ŧƒźřƆƃŒ
13130000 131313338 2500 0651 2834 ƓŗųƅŔƇƁŕųƅŔŘŧƏŠ
ŗƆƒƀƃŒŗƒƃœƆřšƙŒ
žƍŧŽƃŒŧœŕřŤŒT-test
ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ŗƒŵŧŽƃŒťƍƈŕƃŒ
1313000 131311964 25 988 295 ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸśšŕśſƊƛŔ
1313000 13139756 25 971 286 ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸśřƈţũƅŔ
1313000 131310772 25 983 291 ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸśƇŔũśţƛŔ
1313000 13135838 25 1044 273 űƔũƈƆƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ
1313000 13136056 25 1038 274 řƔŲũƈƅŔ řƅŕţƅŔ šũŮƅ ŖƔŗųƅŔ ƌŰŰŦƔ ƒŨƅŔ ŚƁƏƅŔ
űƔũƈƆƅ 1313000 13137832 25 999 280 ƑſŮƈƅŔƓžƉƔƆƈŕŸƅŔřƍŔŪƊ
1313ŗƃƙťƎƍřŪƆťƈŵĹœƒőœŮšōŗƃŒť
frac34ƍťŞƃŒŗśƃœśƃŒŗƒŵŧŽƃŒŗƒŰŧŽƃŒŧœŕřŤŒŝőœřƈ
ŗƒƃœƆřšƙŒŗƆƒƀƃŒ žƍŧŽƃŒŧœŕřŤŒT-test
ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ŧƒźřƆƃŒ
13130000 13137905 2500 0663 2701 řƔţŰƅŔƀžŔũƈƅŔŘŧƏŠ
ŗƒƃœƆřšƙŒŗƆƒƀƃŒ žƍŧŽƃŒŧœŕřŤŒT-test
ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ŗƒŵŧŽƃŒťƍƈŕƃŒ
1313000 131310628 25 960 289 ϰϔθϤϟϰϟϝΰϨϤϟϦϣΔϓΎδϤϟ
1313000 13137700 25 981 279 ϰϔθϤϟϲϓ˯ΎΒσϷΩΪϋ
1313000 13135215 25 999 270 ϰϔθϤϟϲϓΔϴΒτϟΓΰϬΟϷΩΪϋ
1313001 13133241 25 1002 262 ϲϨϘΘϟΎϫϮΘδϣϭΔϴΒτϟΓΰϬΟϷΓΩϮΟ
986 -018 25 107778 24993 ϰϔθϤϟϑήϏ
1313ŗƃƙťƎƍřŪƆťƈŵĹœƒőœŮšōŗƃŒť
řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈocircũŮŷŜƅŕŝƅŔŧƆŠƈƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
őœřƈƃŒordmordmordmŝ ƏƍƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔţŰƅŔŚŕƈŧŦƅŔŘŧƏŠũƔżśƈƉŏ
Ɠƍ ŧŕŸŗŌ řŝƜŝ ƉƈŽƅōśƔ ŜƔţ ŧŕŸŗƗŔ ŧŧŸśƈ ũƔżśƈ ŘŧƏŠƀžŔũƈƅŔ ŘŧƏŠƏ ƓŗųƅŔ ƇƁŕųƅŔ ŘŧƏŠƏ řƔţŰƅŔ řƔŕŷũƅŔ
řƔţŰƅŔ ŘŧƏŠ řƈŕŸƅŔ ƓžŕŮƈƅŔ Ɠž ƑŲũƈƅŔ ƃũŧƔřƔţŰƅŔ ŚŕƈŧŦƅŔ
ƒƏƊŸƈƏƓŗŕŠƔŏiquestƄŮŗřŝƜŝƅŔŕƍŧŕŸŗƗ ƒŮƍřƃŒordmordmordmŘœ
ƉƔśŠƔśƊƅŔƑƆŷćʼnŕƊŗƉƔśƂŗŕŬƅŔƔŕƈŗŜţŕŗƅŔƓŰƏƔśōƓ ŧŕŸŗƗŔŘŧŧŸśƈřƔţŰƅŔŚŕƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔūŕƔƂƈƇŔŧŦśŬŔ
ƒŨƅŔƉŅƊƁʼnŔũŠŏűũżƅ ƃƅŨƏ řƔũƏŬƅŔ řƔŗũŸƅŔ řœƔŗƅŔ ƑƆŷŕƎŠŨŕƈƊƓž iquestƏŕƊśśƓśƅŔŜƏţŗƅŔūŕƔƁřƄũŧƈƅŔ ŘŧƏŠƅŔ ũƔżśƈ
řƔţŰƅŔ ŚŕƈŧŦƆƅƐũŦŌ ċŚŔũƔżśƈ Ŷƈ ƌśŬŔũŧƅŕƈƔŬƛƓž ƓśƅŔ ŚŕŬŔũŧƅŔƐũŠśřƔŗũŸƅŔƏ ĻŕŰƏŰŦ řƔũƏŬƅŔ řœƔŗƅŔ Ɠž
ĻŕƈƏƈŷ ƑƆŷřŗŰƊƈƅŔŕƍŧƏƎŠƓžřţŰƅŔŘũŔŪƏũŔũƈśŬŔƉƔŬţśŘŧƏŠ
ŚŕƈŧŦřƔũƏŬƓžřƈŕŸƅŔƓžŕŮƈƅŔŕƈƔŬƛiquestŕţƓžĉƔƊŧƏŠƏřƅřƆƂśŬƈƌŗŮƏŌřƆƂśŬƈŚŕœƔƍƑƅŏƓžŕŮƈƅŔƋŨƍiquestƔƏţśűũſś
ŧƁ ƋũƏŧŗ ŔŨƍƏřƔţŰƅŔ ŕƎśŕƈŧŦƇƔŧƂśʼnŕƂƅřƔƅŕƈ ĻŕƈƏŬũiquestƆƂƔřƔţŰƅŔŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔƉƈƇƏŬũƅŔ ƋŨƍiquestŗŕƂƔ Ƈƅŕƈ
Ŭţś řƔƅŕƈƅŔƉƔƋŨƍ Ɠž řƈŧƂƈƅŔ řƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ƓžƓžŕŮƈƅŔ
ŞŒŧƆƃŒordmordmordmŴgt ŞŔũſƅŔřƈŕŬŌřƔţŰƅŔřƔŕŷũƅŔŚŕƈŧŦŘŧƏŠƇƔƔƂś
ũŴƊ řƎŠƏ Ɖƈ řƔũƏŬ Ɠž ƓƅŕŸƅŔ ƇƔƆŸśƅŔ ŚŕƔſŮśŬƈ ƓžƑŲũƈƅŔƑŲũƈƅŔŕŲũūŕƔƂƅŞŨƏƈƊƀŮƈŧřŸƈŕŠřƆŠƈ
řƔƊƏƊŕƂƅŔƏřƔŧŕŰśƁƛŔƇƏƆŸƆƅ gt ŽƏũŬŦ iquestŕƈƄ ŧƈţƈ ƉƈƔŌ ŚŕƈŧŦƅŔ ƀƔƏŬś
řƔţŰƅŔ ŚŕƔſŮśŬƈƅŔ ŘũŔŧŏ Ɠž ƓŰŰŦśƅŔ ƇƏƆŗŧƅŔ ŜţŗŕƔƊŕųƔũŗƅŔŪƄũƈƅŔƙŔřƔƈƊśƆƅƒũŕŮśŬƛŔƓƅƏŧŔŧũřƔ
gt ƒũƄŗƅŔ ũŬŕƔ ũƈŕŝ řƔţŰƅŔ ŚŕƈŧŦƅŔ ƀƔƏŬśƉŕƈŷŶƔŪƏśƅŔƏũŮƊƆƅřƔƈƆŸƅŔƒũƏŪŕƔƅŔũŔŧ
gt ĺŔ ƀŪũ řƆŦƊ ŘŧƔŕŷ iquestƔƆţśƅŔ Ɠž ƉƔŝţŕŗƅŔ iquestƔƅŧƓœŕŰţƙŔŘũƍŕƂƅŔřſƅŎƈƅŔ
gt ƓŗŷŪƅŔŧƈţŪƔŕžƐƏśŬƈƅʼnƜƈŸƅŔŚŕŸƁƏśƏʼnŔũŊƓžřƆƈŕŸƅŔƒƏƆŦƅŔiquestŕŰśƛŔŚŕƄũŮƉƈřƈŧƂƈƅŔřƈŧŦƅŔŘŧƏŠ
ƉŧũƗŔ iquestŕƈŷƗŔ ŘũŔŧŏ Ɠž řƔƊŧũƗŔ řƆŠƈƅŔ
gt ŗƔŔũŻƒŪƏžřƓţŗũ ŭƈƍŧ ƇƔŸƊ ŧŗŷ ƉƔƈŌ ŧƅŕŦ ƉŬţƅŔŘũŕŗŠƏŗŌƓƊŕƍƏĺŔƓžƓƈƆŸƅŔŜţŗƅŔŖƔƅŕŬŌ
řƔƊŕŬƊƙŔƏřƔŷŕƈśŠƛŔƇƏƆŸƅŔƉŕƈŷiquestœŔƏũŔŧ gt ƓƅŕŬŸƅŔŖƔŧŌŧƈţƈŶƁŔƏƅŔũƔƏųśŚŕŗƆųśƈƏŶƁŔƏ
ƓţŰƅŔ ƓžŕƂŝƅŔ ũƔƏųśƅŔƏ ƓƈƆŸƅŔ ŜţŗƆƅ ƓƊųƏƅŔ ũƈśŎƈƅŔƀŮƈŧ
gt ƓƆŷ ƉŕƈƔƆŬ Ə ƇƏũŮŦƅŔ ŧƈţƈ ƀũſƅŔ ũŝŌřƈƜŸƆƅ ƃƆƎśŬƈƅŔ ʼnƛƏ ƑƆŷ řƄũŧƈƅŔ ŘŧƏŠƅŔƏ ƃũŧƈƅŔ
řƔũ੶ƅŔ řƔƊƏƊŕƂƅŔƏ řƔŧŕŰśƁƛŔ ƇƏƆŸƆƅ ƀŮƈŧ řŸƈ੠řƆŠƈ
gt ŭƏƄƏƔƍřƆƈŕŮƅŔŘŧƏŠƅŔŘũŔŧŏƑƆŷŚŕƂƔŗųśƓţŰƅŔŵŕųƂƅŔƏƒŧƈţƗŔŧƔŕŷƉŗiquestƜųŧŗŷŧŸŬŧƅŕŦ
ƉƏƈŠũśƈƅŔŧŸŬŪƔŪŸƅŔƉŕƈŷŶƔŪƏśƅŔƏũŮƊƆƅiquestœŔƏũŔŧ gt řƔũƏŬƅŔ řţŰƅŔ ŘũŔŪƏ řƔţŰƅŔ ŚŔũŮŎƈƅŔ
ŧŔŧũśŬƛŔ ťƔũŕśƉŔũƔŪţ řţŰƅŔ ŘũŔŪƏ Ɖƈ řƔũƏŬƅŔhttpmohgovsy
gt ƓƄũƄƅŔ ũŰŕƊ ŧƈţƈ ƇŕŬƏ ŘŧƏŠŚŕƈŧŦƅŔƉƔųŬƆžƓž řƔŬžŕƊśƅŔ ŘŪƔƈƅŔƀƔƂţśƑƆŷ ŕƍũŝŌ Ə řƔžũŰƈƅŔ
ƉœŕŗŪƅŔ Ə ƉƔƔũŔŧƙŔ ũŴƊ řƎŠƏ ƉƈũƔŻ ũƔśŬŠŕƈ řƅŕŬũƓƈƆŸƅŔŜţŗƅŔƏŕƔƆŸƅŔŚŕŬŔũŧƅŔřƔƆƄiquestƔƆŦƅŔřŸƈŕŠŘũƏŮƊƈ
iquestƔƆŦƅŔ gt ƉŕųƆŬ ƇƔŬƏ Ɠž řƈŧƂƈƅŔŚŕƈŧŦƅŔ ŘŧƏŠũƔƏųś
ƓƈƏƄţƅŔ iquestƔƆŦƅŔ ƑſŮśŬƈƔƅŕŷř řŸŬƅŔ ŘũŔŧŏ iquestƜŦ ƉƈřƔŠŕśƊƙŔiquestƔƆŦƅŔ řŸƈ੠iquestƔƆŦƅŔ ŕƔƆŸƅŔ ŚŕŬŔũŧƅŔ řƔƆƄ
ƓƈƆŸƅŔŜţŗƅŔƏ gt řƅŧŕŗŸƅŔ Ɖŕƈŝŷ iquestƜų Ə ũƏŮŕŷ ƉƔŬţŽŬƏƔ
ŕƔƆŸƅŔ ŚŕŬŔũŧƅŔ Ɠž řƔƈƔƆŸśƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ūŕƔƁ řƅŕţ şƈŕƊũŗMBAŘŪżŗ řƔƈƜŬƙŔ řŸƈŕŠƅŔ Ɠž řŸƈ੠řƆŠƈƑŰƁƗŔ
[14] Andaleeb S (2000) Public and Private Hospitals in Bangladesh service quality and predictors of hospital choice Health Policy and Planning 15(1) 95-102
[15] Babakus E amp Mangold W (1992) Adapting the SERVQUAL scale to hospital services an empirical investigation Health Services Research 26(6) 767-786
[16] Bentler P M (1992) On the fit of models to covariances and methodology to the Bulletin Psychological Bulletin 112(3) 400-404
řƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
[17] Bhandari L (2006) Social infrastructure urban health and education Retrieved June 15 2011 from httpwww3inetworkorgreportsIIR2006Social_Infrapdf
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[19] Bos A Vosselman N Hoogstraten J amp Prahl-Andersen B (2005) Patient Compliance A Determinant of Patient Satisfaction Angle Orthodontist 75(4) 526531
[20] Calnan M (1988) Towards a conceptual framework of lay evaluation of health care Social Sciences and Medicine 27(9) 927-933
[21] Choi K-S Cho W-H Lee S Lee H amp Kim C (2004) The relationships among quality value satisfaction and behavioral intention in health care provider choice A South Korean study Journal of Business Research 57(8) 913 921
[22] Donabedian A (1992) Defining and measuring the quality of health care Williams amp Wilkins Baltimore MD
[23] Dutton D B Gomby D amp Fowles J (1985) Satisfaction with Childrens Medical Care in
Six Different Ambulatory settings Medical Care 23(7) 894-912
[24] Elleuch A (2008) Patient satisfaction in Japan International Journal of Health Care Quality Assurance 21(7) 692-705
[25] Fitzpatrick R (1991) Survey of patient satisfaction I- important general considerations BMJ 302(6781) 887-889
[26] Gill L amp White L (2009) A critical review of patient satisfaction Leadership in Health Services 22(1) 8-19
[27] Haddad S Founier P amp Potvin L (1998b) Measuring lay peoples perceptions of the quality of primary health care services in developing countries Validation of a 20-item scale International journal for Quality in Health Cam 10(2) 93-104
[28] Haddad S Fournier P Machouf N amp Yatara F (1998a) What does quality mean to lay people Community perceptions of primary care services in Guinea Social Science and Medicine 47(3) 381-394
[29] Haddad S Potvin L Roberge D Pineault R amp Remondin M (2000) Patient perception of quality following a visit to a doctor in a primary care unit Family Practice 17(1) 21-29
[30] Hu L-T amp Bentler P M (1995) Evaluating model fit In R Hoyle (Ed) Structural equation modeling Concepts issues and
applications (pp 7699) Thousand Oaks CA Sage
[31] Jawahar S K (2007) A Study on out Patient Satisfaction of a Super Specialty Hospital in India Internet Journal of Medical Update 2(2) 13-17
[32] Jenkinson C Coulter A Bruster S Richards N amp Chandola T (2002) Patients experiences and satisfaction with health care Quality and Safety in Health Care 11(4) 335-339
[33] Joumlreskog K G amp Soumlrbom D (1989) LISREL 7 users reference guide Chicago Scientific Software
[34] Kilincer C amp Zileli M (2006) Visual Analog patient Satisfaction Scale Balkan Medical Journal 23(3) 113-118
[35] Kotler P amp Armstrong G (1994) Marketing Management Analysis planning Implementation and Control New Jersy Hall Engle wood cliffs
[36] Lim P C amp Tang N (2000) A study of patients expectations and satisfaction in Singapore hospitals International Journal of Health Care Quality Assurance 13(7) 290-299
[37] MacCallum R C Browne M W amp Sugawara H M (1996) Power analysis and determination of sample size for covariance structure modeling Psychological Methods 1(2) 130-149
[38] Naidu A (2009) Factors affecting patient satisfaction and healthcare quality International Journal of Health Care Quality Assurance 22(4) 366-381
[39] Nakijima H (1997) Better Health Through better life of Recourses World Health The Magazine of (WHO) 50th year(5) 9-10
[40] Palmer R (1991) Considerations in defining quality of care Health Administration Press Ann Arbor MI
[41] Parasuraman A Berry L amp Zeithaml V (1993) More on improving service quality measurement Journal of Retailing 69(1) 140-147
[42] Parasuraman A Zeithaml V amp Berry L (1985) A conceptual model of service quality and its implications for future research Journal of Marketing 49(4) 41-50
[43] Parasuraman A Zeithaml V amp Berry L (1988) SERVQUAL a multiple-item scale for measuring consumer perceptions of service quality Journal of Retailing 64(1) 12-40
[44] Parasuraman A Zeithaml V amp Berry L (1991) Refinement and reassessment of the
řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈocircŧƆŠƈƅŔũŮŷŜƅŕŝƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
SERVQUAL scale Journal of Retailing 67(4) 420-450
[45] Parasuraman A Zeithaml V amp Berry L (1994a) Alternating scales for measuring service quality a comparative assessment based on psychometric and diagnostic criteria Journal of Retailing 70(3) 201-230
[46] Parasuraman A Zeithaml V amp Berry L (1994b) Reassessment of expectations as a comparison standard in measuring service quality implications for further research Journal of Marketing 58(1) 111-124
[47] Rao K Peters D amp Bandeen-Roche K (2006) Towards Patient-centred health services in India a scale to measure patients perception of quality International Journal for Quality in Health Care 18(6) 414-421
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[50] Smithson M (2005) Statistics with confidence Thousand Oaks CA Sage Publications
[51] Smits H Leatherman S amp Berwick D (2002) Quality Improvement in the Developing World International Journal for Quality in Health Care 14(6) 439-440
[52] Sofaer S amp Firminger K (2005) Patient perceptions of the quality of health services Annual Review of Public Health 26( April) 513-559
[53] Sohail M S (2003) Service quality in hospitals more favourable than you might think Managing Service Quality 13(3) 197-206
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[55] Tharenou P Donohue R amp Cooper B (2007) Management Research Methods Cambridge Cambridge University Press
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[57] Thomason J amp Edwards K (1991) Using indicators to assess quality of hospital services in Papua New Guinea International Journal on Health Planning Management 6(4) 309-324
[58] Wilde-Larsson B amp Bergstrom K (2005) Adolescents perception of the quality of
orthodontic treatment Scandinavian Journal of Caring Sciences 19(2) 95-101
[59] Zeithaml V (1988) Consumer perceptions of price quality and value a means-end model and synthesis of evidence Journal of Marketing 52(3) 2-22
[60] Zeithaml V Berry L amp Parasuraman A (1993) The nature and determinants of customer expectations of service Journal of the Academy of Marketing Science 21(1) 1-12
[61] Zeithaml V Berry L amp Parasuraman A (1996) The behavioural consequences of service quality Journal of Marketing 60(2) 31-46
[62] Zeithaml V Parasuraman A amp Berry L (1985) Problems and strategies in services marketing Journal of Marketing 49(2) 33-46
[63] Zeithaml V Parasuraman A amp Berry L (1990) Delivering Quality Service Balancing Customer Perceptions and Expectations New York Free Press
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3
ŘŧƔŠũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏŘŧƔŠ ŘŧƔŠ ƑſŮƈƅŔŕƎƈŧƂśƓśƅŔřƔƏŧƗŔ 4
ƉƏĿſŮąƔƛŧƔŠiquestƄŮŗ
ŽũŷŌƛ ŧƔŠiquestƄŮŗƉƏĿſŮąƔ
ĻŕƔŗŬƊ ŧƔŠiquestƄŮŗƉƏĿſŮąƔ ƅŔƑŲũƈƅŔƉƔŨƑſŮƈƅŔƋŨƎŗƇƎŗƑƊŸąƔ 5
ŧƔŠũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏŧƔŠ ŧƔŠ iquestƄŮŗƇƍŕŲũƈʼnŕſŮƉƏŸŗŕśƔƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔ 6
ŢśſƊƈũƔŻĻŕƔœŕƎƊ
ŽũŷŌƛ ŕƈŧţƑƅŏŢśſƊƈ ŢśſƊƈ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 7
ĻŕƈƔţũūƔƅĻŕƔœŕƎƊ
ŽũŷŌƛ ŕƈŧţƑƅŏƇƔţũ ƇƔţũ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 8
ĻŕƈũśţƈūƔƅĻŕƔœŕƎƊ
ŽũŷŌƛ ŕƈŧţƑƅŏƇũśţƈ Ƈũśţƈ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 9
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƇƍŕŲũƈƅʼnŕŗųƗŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ 10
ċŽŕƄũƔŻ ŽũŷŌƛ ĻŕƔŗŬƊċŽŕƄ ċŽŕƄ ƇƎƅŔƏţũŮƔƅƇƍŕŲũƈƅʼnŕŗųƗŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔƉŷ
ƇƎŲũƈ 11
ŔƏŬƔƅƉƔƎƔŪƊ ŽũŷŌƛ ƉƏƎƔŪƊŧţƑƅŏŕƈ
ƉƏƎƔŪƊ ƑſŮƈƅŔŔŨƍƓžƉƏƆƈŕŸƅŔ 12
řƅƏƂŸƈŚŬƔƅ ŽũŷŌƛ ŕƈŧţƑƅŏřƅƏƂŸƈ řƅƏƂŸƈ ƑſŮƈƅŔƑƅŏƃśƔŗƉƈřžŕŬƈƅŔ 13
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƑſŮƈƅŔŔŨƍƓžʼnŕŗųƗŔŧŧŷ 14
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ŧŧŷƑſŮƈƅŔƋŨƍƓžřƔŗųƅŔŘŪƎŠƗŔ 15
ũƔŻŘŧƔŠ ŽũŷŔƛ ŕƈŕŷƏƊŘŧƔŠ ŘŧƔŠ ƃƔŌũŗ ĻŕƔƊƂśŘũƏųśƈƏŘŧƔŠƑſŮƈƅŔƓžŘŪƎŠƗŔiquestƍ 16
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƃƔŌũŗũŕŴśƊƛŔŽũŻŧŧŷƏƓŗųƅŔůţſƅŔŽũŻ
ƏƑſŮƈƅŔŽũŻ 17
ŜţŕŗƅŔ
ŧŗƓƆŷŧƏƈţƈƇŕŬ
řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈocircũŮŷŜƅŕŝƅŔŧƆŠƈƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
34
ąƔŸĉŧƇƎƊƈ řƄũŧƈƅŔ ŘŧƏŠƆƅ ƇƍƗŔ ŧŧţƈƅŔ ƑŲũƈƅŔ ƃŔũŧŏBabkus amp Mangold 1992śŜƔţũŝŎřƄũŧƈƅŔŘŧƏŠƅŔ
řƈŧŦƅŔƑƆŷiquestƏŰţƆƅƑſŮƈƅŔŘũŕƔŪiquestŕƔţřƔƆŗƂśŬƈƅŔŕƔŔƏƊƅŔƓžřƔţŰƅŔBolton amp Drew 1988 Zeithaml 1988
ąƔŸĉŧŗƊ੠řƔţŰƅŔ řƈŧŦƅŔ ŘŧƏŠƅ ƑŲũƈƅŔ ƃŔũŧŏĻŕĉƈƎƈĻŕƓžƋũƏŧŖŗŬŗƃƅŨƏřƔţŰƅŔřƔŕŷũƅŔŪƄŔũƈ ŘŧƏŠƇƔƏƂśřƔƆƈŷřƔŕŷũƅŔ ŪƄŔũƈ řƔŧŕƈśŷŔƏ ʼnŔŧƘƅ řƔƊƎƈƅŔ ũƔƔŕŸƈƅŔ řŸŗŕśƈ Ɠž
řƔţŰƅŔ ƃŒŗƄƂŬƆŗŪŒŧť
ŕƎƊŕƈŲƏŘŧƏŠƅŔƇƔƏƂśƇƏƎſƈƓƂŗŖƔũƁŚƁƏƑśţƋũƄśţśĻŕžũśřƈŧƂśƈƅŔiquestƏŧƅŔĻŔũƄţŘŧƏŠƅŔƇƏƎſƈŧŸƔƇƆžĻƜƔƏųƇŧƔƇƅŔŨƍƉƄƅ
řƔƊżƅŔ iquestƏŧƅŔ ƑƆŷThomason amp Edwards 1991 ŜƔţƉƈřŲſŦƊƈŚŕƔƏśŬƈřƔţŰƅŔřƔŕŷũƅŔ ŘŧƏŠũƔƏųśƑƊŕŷƇŕƈśƍŔ
řƔƈŕƊƅŔ iquestƏŧƅŔřƔũƏŬ ŕƎƊƈƏ ŖƔũƁ ŧƎŷ ƑśţReerink amp
Sauerborn 1996 Smits et al 2002ƏƇŝƉƈŨŦƗŔƉŐžƉƈ ŕƊƊƄƈƔ řƔţŰƅŔ řƈŧŦƅŔ ŘŧƏŠ ƇƔƏƂś řƔƆƈŷ Ɠž ƑŲũƈƅŔ ƒŌũŗƋŨƍŚŧŠƏƓśƅŔūŕƊƅŔŚŕŠŕţƅ Ļřŗ੶ŬŔ ũŝƄŌŚŕƈŧŦƅŔ ƋŨƍ iquestŸŠ
ƇƎƆŠŌƉƈŚŕƈŧŦƅŔRao et al 2006ŦĻŕŰƏŰƓžůƂƊƅŔŶƈřƔƊŧśƈƅŔ ŘŧƏŠƅŔ ŖŗŬŗ řƔƈŕƊƅŔ iquestƏŧƅŔ Ɠž řƈŕŸƅŔ ƓžŕŮƈƅŔ řƔƈƍŌ
řƔţŰƅŔŚŕƈŧŦƆƅŕƎƈŧƂśƓśƅŔBhandari 2006Ɠž ŜţŗƅŔ ŔŨƍ řƆƄŮƈ iquestŝƈśś ūŕƔƁřƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ
řƈŧƂƈƅŔ ŕƎƈƔƏƂśƏƓžřƈŕŸƅŔƓžŕŮƈƅŔƓžƑŲũƈƅŔũŴƊřƎŠƏƉƈŶƁŔƏ ƑƆŷ ŽƏƁƏƆƅ ƃƅŨƏ ƀŮƈŧ řƊƔŧƈřƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠƐũŦŌŘũŕŗŸŗƏŌƓžŕŮƈƅŔƋŨƍƓžřƈŧƂƈƅŔŘŧƏŠƅŔŧŕŸŗŌŕƈřƄũŧƈƅŔ
řƔţŰƅŔŚŕƈŧŦƆƅ ƏřƈŧŦƅŔ ŘŧƏŠƑŲũƈƅŔƃũŧƔiquestƍƓžřƔţŰƅŔŌřƔŗŕŠƔŏŕƎƊŌƑƆŷƀŮƈŧřƊƔŧƈƓžřƈŕŸƅŔƓžŕŮƈƅŔƏ řƔŗƆŬ
ƃŒŘœƒŰŧżŗŪŒŧťƏƃƍƕŒŗƒŰŧŽƃŒ
raquoƅ ĻŕƂžƏHaddad et al1998b řƔţŰƅŔŚŕƈŧŦƅŔ ŘŧƏŠƉŐžƓƍŧŕŸŗŌřŝƜŝƑƅŏƇŬƂƊś
řƔţŰƅŔřƔŕŷũƅŔŘŧƏŠ ƓŗųƅŔƇƁŕųƅŔŘŧƏŠ řƔţŰƅŔƀžŔũƈƅŔŘŧƏŠ
ŧŧţśƌƔƆŷʼnŕƊŗƏƔŕƈƄƑƅƏƗŔřƔŲũſƅŔśōƓEgraveiquestƄŮŗƇŬƂƊƔƏŧŕŸŗƗŔŧŧŸśƈũƔżśƈƓƍřƔţŰƅŔŚŕƈŧŦƅŔŘŧƏŠƉŏ
ŧŕŸŗŌřŝƜŝƑƅŏƒƏƊŸƈ
ŗƒƈœśƃŒŗƒŰŧŽƃŒ ŞŔũſƅŔ ŧŠƏ ŚŕƈŧŦƅŔ ŘŧƏŠ ŶƁŔƏŚƅƏŕƊś řŬŔũŧ Ɠž
ƓžřƈŧƂƈƅŔřƔţŰƅŔƅŔƓžŕŮƈřŸŗŕśƅŔřƔƈƏƄţƅŔƅƓƅŕŸƅŔƇƔƆŸśƅŔŘũŔŪƏƓŗŕŠƔŏ iquestƄŮŗ řƈŧŦƅŔ ŘŧƏŠ ŔƏƄũŧŌ ƑŲũƈƅŔ řƔŗƅ௠ƉŌ řƔũƏŬŗ
ƌƔƆŷƏřƔŲũſƅŔƉŐžřƔƊŕŝƅŔƓśōƔŕƈƄŧĉŧţśŜţŗƆƅ ƃũŧŁś řƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ƉŏƉƈ ƓŗŕŠƔŏ iquestƄŮŗ ĻŕƔƏƊŸƈ
ƑŲũƈƅŔƏŬƉƈ ŵũſśƔřƔŲũſƅŔ ƋŨƍ ŚŕƔŲũžřƔŷũžĻŕƂžƏƉƈ řƔţŰƅŔ ŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔ ŕƎƔƅŏ ƇŬƂƊśŬ ƓśƅŔ ŧŕŸŗƘƅ
řŠƔśƊiquestƜŦũŕŗśŦŔƑƅƏƗŔřƔŲũſƅŔ Ɖƈ ƓŗŕŠƔŏ iquestƄŮŗ ĻŕƔƏƊŸƈ ƃũŧŁś řƔţŰƅŔ řƔŕŷũƅŔ ŘŧƏŠ Ɖŏ
ƑŲũƈƅŔ ƃũŧŁś ƓŗųƅŔ ƇƁŕųƅŔ ŘŧƏŠ ƉŏƉƈ ƓŗŕŠƔŏ iquestƄŮŗ ĻŕƔƏƊŸƈ
ƑŲũƈƅŔ Ɖƈ ƓŗŕŠƔŏ iquestƄŮŗ ĻŕƔƏƊŸƈ ƃũŧŁś řƔţŰƅŔ ƀžŔũƈƅŔ ŘŧƏŠ Ɖŏ
ƑŲũƈƅŔ ƃŒŻťƋŗŪŒŧť
ŜţŗƅŔ ŽŧƎƔřƄũŧƈƅŔ ŘŧƏŠƅŔ ŕƎƔƅŏ ƇŬƂƊś ƓśƅŔ ŧŕŸŗƗŔ ŧƔŧţśŕƎŬŕƔƁ iquestƜŦ Ɖƈ ƑŲũƈƅŔ ũŴƊ řƎŠƏ Ɖƈ řƔţŰƅŔ ŚŕƈŧŦƆƅ
ƒŧƔƄƏśƅŔƓƆƈŕŸƅŔ iquestƔƆţśƆƅ ŕƎŷŕŲŦŏƏConfirmatory Factor
AnalysisƇŝ ƉƈƏřƔţŰƅŔ řƈŧŦƅŔ ŘŧƏŠ ƑƆŷ ʼnƏŲƅŔ ųƔƆŬśƀŮƈŧřƊƔŧƈƓžřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔřƈŕŸƅŔƓžŕŮƈƅŔƓžřƈŧƂƈƅŔ
ƋŨƍ Ɠž řƈŧƂƈƅŔ řƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ƇƔƏƂś iquestƜŦ Ɖƈ ƃƅŨƏƑŲũƈƅŔ ũŴƊ řƎŠƏ Ɖƈ ƓžŕŮƈƅŔƏŌ ŕƎśƔŗŕŠƔŏ Ɛŧƈ ŧƔŧţśƏ
ŕƎśƔŗƆŬƏĻŔũƔŦŌŧŷŕŬśŚŕƔŰƏśƏ şœŕśƊ ŶŲƏƉƔƔũƏŬƅŔ ƉƔŝţŕŗƅŔĻŕŰƏŰŦ ĻŕƈƏƈŷ ŖũŸƅŔƏƓžřżƆƅŕŗ ƉƊƂƈ ūŕƔƂƈ ƑƆŷ iquestƏŰţƅŔ
řƔţŰƅŔŚŕƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƆƅřƔŗũŸƅŔŘũƏŰƇƔŧƂśƑƅŏĻřžŕŲŏ ƗŖŕţŰƓžŕŮƈƅŔ Ɠž ũŔũƂƅŔƓž řţŰƅŔ ŘũŔŪƏƅ řŸŗŕśƅŔ řƈŕŸƅŔ
řƔũƏŬŗűũżřƔţŰƅŔŚŕƈŧŦƅŔŘŧƏŠƉƔŬţśŕƎƔžřƈŧƂƈƅŔŗŪŒŧťƃŒŗƒƆƋŊ
ŵƏŲƏƈƉŌ řƂŗŕŬƅŔŚŕƔŗŧƘƅ ƌśŸŠŔũƈiquestƜŦƉƈŜţŕŗƅŔ ŧŠƏřƔţŰƅŔ řƔŕŷũƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔŕƎŬŕƔƁƏŜƏţŗƅŔƓž ƌƂţƀƆƔ Ƈƅ
řƔŗũŸƅŔĻŕƈƏƈŷ řƔũƏŬƅŔƏ ĻŕŰƏŰŦiquestƏŕƊś Ɖƈ ƇŻũƅŔ ƑƆŷƅŔũƔŝƄƃƔƍŕƊƐũŦŌŚŔũƔżśƈŗƌśƁƜŷƏũƔżśƈƅŔŔŨƎƅřƔŗƊŠƗŔŜƏţŗƅŔƉƈ
ƉƔƊųŔƏƈƅŔ ŘŕƔţ Ɠž řƔţŰƅŔ řƔŕŷũƅŔ ũƏŧ ƉŷŞŔũſƅŔƑƅŏ iquestƏŰƏƅŔ ƑƆŷ řŬŔũŧƅŔ ƋŨƍ iquestƜŦ Ɖƈ ŜţŕŗƅŔ iquestƈŸƔŬ ŜƔţ
ƉƊƂƈūŕƔƂƈřœƔŗƆƅŚŕƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔũƔżśƈƅřƔũƏŬƅŔřƔŗũŸƅŔřƔţŰƅŔřƔƈƍŌŧŬŠśśŕƈƄŜţŗƅŔĻŕŲƔŌƉŷŘũƏŰʼnŕųŷŏƓžƐŧƈ řƔŗŕŠƔŏƓž řƈŧƂƈƅŔ řƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠƅ ƑŲũƈƅŔ ƃŔũŧŏ
řƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
35
ƀŮƈŧřƊƔŧƈƓžřţŰƅŔ ŘũŔŪƏƅ řŸŗŕśƅŔ řƈŕŸƅŔƓžŕŮƈƅŔƌśƔŗƆŬƏŌƏƇŝƉƈřžũŸƈƑƆŷ ŕƎƔžũŔũƂƅŔŖŕţŰŌƏřţŰƅŔ ŘũŔŪƏ ŘŧŷŕŬƈ
ŕƎƔžŕŮƈƓžŘŧƏŠƅŔƉƔŬţśřƔƆƈŷƓžŕƎŸƁƏƈ ƃŒŝƌƈƆŗŪŒŧť
ƃŒƍƑőœŮšƗŒŴƆřŞƆƃŒŶŗƈƒƑŲũƈƅŔƉƈƓœŕŰţƙŔŶƈśŠƈƅŔŽƅōśƔƇƎŸƔƈŠƇƎŠƔũŦśiquestƔŗƁ
ŧƈƓžřţŰƅŔ ŘũŔŪƏƅřŸŗŕśƅŔřƈŕŸƅŔƓžŕŮƈƅŔƉƈƀŮƈŧřƊƔiquestƜŦŚŕƊŕƔŗƅŔ ŶƈŠ Řũśž ŧƁƏŸƈŠŚřƈŴśƊƈ řƔœŔƏŮŷ řƂƔũųŗŚŕƊŕƔŗƅŔ
ƉƈŘŧśƈƈƅŔŘũśſƅŔiquestƜŦŌƉƏƊŕƄũƎŮřƔŕƎƊƑśţiquestƏƆƔŌũŦŔƏiquestƏƗŔƉƈ ƇŕŸƅŔiquestŧŸƈŗŚŕƊŕŗśŬƛŔŶƈŠƑƆŷŜţŕŗƅŔiquestƈŷŜƔţ
ƉƔŗšƏŔũśƔƏƓžŕŮƈƉƈĻŕƔŷƏŗŬŌřƊŕŗśŬŔūƔſƊƅŔƉŗŔƏƀŮƈŧ ƏũƈţƗŔ iquestƜƎƅŔŚŕƊŕƔŗƅŔ ŶƈŠ Řũśž řƔŕƎƊ ŕƎƊŷ şśƊƓœŕŰţƙŔiquestƔƆţśƆƅřţƅŕŰřƊŕŗśŬŔ
ŘœƈœƒŕƃŒfrac34ƒƄšřŚƆƆąţŔŧŦśŬŕŗ ŚŕƊŕƔŗƅŔŠƈŕƊũŗƅŔ ƇƉƔƔœŕŰţƙŔƉƔSPSSũŔŧŰƙŔƏAMOSũŔŧŰƙŔƇŧŦśŬŔŜƔţiquestƄ
ƓƆƈŕŸƅŔ iquestƔƆţśƅŔ Ɖƈ ƒŧƔƄƏśƅŔCFAŕſƅŌ ŤŕŗƊƏũƄ iquestƈŕŸƈƏCronbachs AlphaƑƅƏƗŔ řƔŲũſƅŔ ũŕŗśŦƛƑƅŏ řžŕŲƙŕŗ
ŘŧţŔƏƅŔ ŚŕƊƔŸƆƅ ŚƊŧƏśŬ ũŕŗśŦŔOne-sample T-testƃƅŨƏřƔƊŕŝƅŔřƔŲũſƅŔũŕŗśŦƛŘœƈœƒŕƃŒŴƆŞŗƄƒŪƍ
ŽƅōśśƏ řƊŕŗśŬƛŔ ƓƍřƔžŔũżƈƔŧƅŔ iquestƈŔƏŸƅŔ ūƔƔŕƂƈƅ řžŕŲŏřƔţŰƅŔ řƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƆƅ ŧŕŸŗƗŔ ŧŧŸśƈūŕƔƂƈ ƉƈƏƒŨƅŔ
ƋũƏųHaddad et al 1998b Ɖƈ ŽƅōśƔƏ ŘũŕŗŷůƆŦśŬŔ ŕƎƊƈ Ō řŝƜŝ ƑƆŷ ŵŪƏśś ŘũŕŗŷŧŕŸŗƃƅŨƏŧŸŗ
ŏŚŔʼnŔũŠřƔũƏŬƅŔ řƔŗũŸƅŔ řœƔŗƅŔ ƑƆŷ ƉƔƊƂśƅŔ ŚŔʼnŔũŠŏ ŚƊŕƄƏƔŕƈƄƉƔƊƂśƅŔśōƓ
řŠƏŧŪƈřƈŠũśʼnŔũŠŏDouble Translation
ƓƂƔƂţƅŔƑƊŸƈƅŔiquestŕŰƔŏƏƍřƈŠũśƅŔƋŨƍʼnŔũŠŏƉƈŽŧƎƅŔŜƔţƓśƅŔƏ řƔŪƔƆƄƊƙŔ řżƆƅŕŗ iquestŰƗŔƓžŚũƏųƓśƅŔūŕƔƂƈƅŔŚŔũŕŗŸƅ
ŗųśŬƀřƔŗũŸƅŔŜŧţśƔŶƈśŠƈƑƆŷřƔƅŕţƅŔřŬŔũŧƅŔƓž
ƒũƍŕŴƅŔƀŧŰƅŔFace Validity
řŠƏŧŪƈƅŔřƈŠũśƅŔƉŷşśŕƊƅŔūŕƔƂƈƅŔűũŷiquestƜŦƉƈƃƅŨƏŚŕŸƈŕŠƅŔ ŘŨśŕŬŌƏ ʼnŔũŗŦƅŔ űŸŗ ƑƆŷʼnŔŧŗŏƏ ƌƈƔƏƂś ŽŧƎŗ
ƌƅŕƔţŚŕŴţƜƈƅŔ
ƓƆƈŕŸƅŔ ƀŧŰƅŔƒŧƔƄƏśƅŔConfirmatory Factorial
Validity
ũŕŗśŦƛŔŔŨƍiquestƜŦƉƈřƔœŕƊŗƅŔřƅŧŕŸƈƅŔřŠŨƈƊřƔƊƂśƇŔŧŦśŬŕŗƏStructural Equation Modeling ƑƅƏƗŔ řƔŲũſƅŔ ũŗśŦśŬ
Ƒƅŏ řƔţŰƅŔ ŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔ ũƔżśƈ ƇŕŬƂƊŔ Ɖƈ ŧƄōśƆƅŕƎƊĉƔŗƓśƅŔřŝƜŝƅŔŧŕŸŗƗŔHaddad et al1998b
ŚŕŗŝƅŔReliability
ũƔŮƔƏƉƈ ĻŕƔƅŕŦ ūŕƔƂƈƅŔ ŕƎŗ ƉƏƄƔ ƓśƅŔ řŠũŧƅŔ Ƒƅŏ ŚŕŗŝƅŔūŕƔƂƆƅ řƔœŔƏŮŸƅŔ ʼnŕųŦƗŔSmithson 2005ƒŧŎś ŜƔţ
ŚŕŗŝƅŔƉƈřƔƊŧśƈƅŔŖŬƊƅŔŚŔŨūƔƔŕƂƈƅŔƑƅŏƂśſśşœŕśƊũřƁŧƅŔƑƅŏTharenou et al 2007ũŕŗśŦƛŤŕŗƊƏũƄiquestƈŕŸƈƇŧŦśŬƔŬƏ
ƏŠƅŔ ŧŕŸŗŌ ūƔƔŕƂƈƅ ƓƆŦŔŧƅŔ ƀŕŬśƛŔřƔţŰƅŔ ŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƒŧƔƄƏśƅŔƓƆƈŕŸƅŔiquestƔƆţśƅŔřŠƔśƊƉƈŕƎŰƜŦśŬŔŧŸŗ
ŗƒƈŒťƒƆƃŒŗŪŒŧťƃŒŗƈƒŶƃŒŻƒŮƍř
řƊƔŸƅŔ ŧŔũžŌŽƔŰƏś ŘũƂſƅŔ ƋŨƍŽŧƎśƇƎƆƔŝƈś Ɛŧƈ řžũŸƈƅraquoƅ ĻŕƂžƏ řƊƔŸƅŔ ūƊ੶ŗ ųŗśũƔ ŔŨƍƏ ƓœŕŰţƙŔ ŶƈśŠƈƆƅ
Tharenou et alŏ ŜƔţ űŕſŦƊŔ ƉřƊƔŸƅŔ ūƊ੶ƇƔƈŸśƆƅ ũŗƄŌ řƔƆŗŕƂŗ ųŗśũƔ řŬŔũŧƅŔ řƊƔŷ ƑƆŷ ƀŗųƊƔ ŕƈ ŔŨƍƏ
řƔƅŕţƅŔĻřžŕŲŏ řƔƈƔƆŸśƅŔƏ řƔũƈŸƅŔ ŚŕƔƏśŬƈƅŔ ŽƆśŦƈ iquestƈŮś ƓśƅŔľũƏƄŨƑƆŷŕƎœŔƏśţŔƑƅŏŜŕƊŏƏiquestŦŧƅŔƉƈřſƆśŦƈŚŕƔƏśŬƈƏŕƈ
řŬƊ੶ƈũƔŻŕƎƆŸŠƔHeterogeneousfrac34ƍťŞƃŒŗƈƒŶƃŒŻƒŮƍřĹœƒżŒŧŹƍƆƒť
ƃŒŧŒŧƂř ƇœƒŕƃŒ ŧƒźřƆƃŒ 544 368 ũƄŨ
ƑŵœƆřŞƙŒųƍƈƃŒ 456 309 ƑŝƊŌ 100 677 ƑƃœƆŞƗŒ 71 48 ĉƓƈŌ
ƑƆƒƄŶřƃŒƎƍřŪƆƃŒ 544 368 ƇƔƆŸśƏŌřƔƏƊŕŝ
ƓŬŕŬŌ 235 159 ŘŪŕŠŏ 151 102 ŕƔƆŷŚŕŬŔũŧ 100 677 ƑƃœƆŞƗŒ
102 69 ƉƈiquestƁŌřƊŬ
ŧƆŶƃŒ 323 219 ƉƈƑśţƏ
řƊŬ
575 389 ƉƈřƊŬƀƏžŕƈž
100 677 ƑƃœƆŞƗŒ
422 286 ƉƈiquestƁŌiquestū frac34ŤťƃŒ
545 369 Ɖƈ
řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈocircũŮŷŜƅŕŝƅŔŧƆŠƈƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
36
ƃŒŧŒŧƂř ƇœƒŕƃŒ ŧƒźřƆƃŒ Ƒśţiquestū
32 22 ƉƈũŝƄŌiquestū
100 677 ƑƃœƆŞƗŒ
ƅŔiquestƏŧŠƅŔƉƈŴţƜƊƀŗŕŬũƏƄŨƅŔƉƈƇƍřƊƔŸƅŔŧŔũžŌŖƆŻŌƉŌřŗŬƊŗiquestŗŕƂƈŜŕƊƙŔƉƈƐƏśŬƈƆƅřŗŬƊƅŕŗŕƈŌ
ƏŌřƔƏƊŕŝƅŔŘŧŕƎŮƅŔřƆƈţƉƈƇƍřƊƔŸƅŔŧŔũžŌŖƆŻŌƉŌŧŠƊƓƈƔƆŸśƅŔ řŗŬƊŗ ƓŬŕŬƗŔ ƇƔƆŸśƅŔřƔŸƈŕŠƅŔ ŘŪŕŠƙŔ řƆƈţ ƇƎƔƆƔ
řŗŬƊŗ řŗŬƊŗ ŕƔƆŸƅŔ ŚŕŬŔũŧƅŔ řƆƈţž ƇŝƏƔƈƗŔƆŗśřƔƊŧśƈřŗŬƊŗƉźŘũƔŗƄƇƍũŕƈŷŌƑŲũƈƅŔŖƆŻŌĻŕƔŗŬƊƓƂųƊƈ ʼnƓŮ ŔŨƍƏƀƏž ƇƍũŕƈŷŌ Ɖƈ řŗŬƊ ƉŌ ŧŠƊŜƔţ
źƆŗśĻŕƈŕŷƉƔŝƜŝƅŔƉƔŗŕƍũŕƈŷŌšƏŔũśśƓśƅŔřœſƅŔƇƎƔƆśřŗŬƊŗĻŕƈŕŷƉƔŝƜŝƅŔƏƉƔũŮŸƅŔiquestŗŕƂƈƇƍƉƈƅ
ĻŕƈŕŷƉƔũŮŸƅŔƉƏŧŠƊžiquestŦŧƆƅřŗŬƊƅŕŗŕƈŌŧƇƍƑŲũƈƅŔƇŴŸƈƉŌ řŗŬƊŗ ųŬƏśƈƅŔ iquestŦŧƅŔ ƒƏŨ ƉƈiquestƏŦŧƅŔ ƏƏŨ ƇƎƔƆƔ
řŗŬƊŗřƔƊŧśƈƅŔřŸſśũƈƅŔiquestƏŦŧƅŔƒƏŨƅřƆƔƆƁřŗŬƊiquestŗŕƂƈźƆŗśƓžŖŕŗųśŬƜƅřœſƅŔƋŨƍƌŠƏśũŬſśƉŌƉƄƈƔƓśƅŔƏ
řŰŕŦƅŔƓžŕŮƈƅŔŘœƒŰŧŽƃŒŧœŕřŤŒ
śƓśƅŔ řŬƔœũƅŔ řƔŲũſƅŔ ũŗśŦśŬƑƆŷůƊŘŧƏŠƉŏŚŕƈŧŦƅŔƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśřƔţŰƅŔũŕŗśŦŔiquestƜŦƉƈũŕŗśŦŔ Ɖƈ řƂŝŗƊƈƅŔ řŝƜŝƅŔ řƔŷũſƅŔ ŚŕƔŲũſƅŔřƊƔŸƆƅ ŚƊŧƏśŬ
ŘŧţŔƏƅŔřƔŧŕƔţƅŔ řƈƔƂƅŕŗ ŚŕųŬƏśƈƅŔ řƊũŕƂƈ iquestƜŦ Ɖƈ ƃƅŨƏřżƅŕŗƅŔƏƔŕƈƄśōƓ
ƏƃƍƕŒŗƒŰŧŽƃŒ ŚŕƈŧŦƅŔ ŘŧƏŠ ƉŏƇŬƂƊƔƏ ŧŕŸŗƗŔ ŧŧŸśƈ ũƔżśƈ Ɠƍ řƔţŰƅŔ
ŧŕŸŗŌřŝƜŝƑƅŏƒƏƊŸƈEgraveiquestƄŮŗ şƈŕƊũŗ iquestƜŦ Ɖƈ řƔŲũſƅŔ ƋŨƍ ũŗśŦśŬ13AMOSũŔŧŰƙŔ
ƇƁũ iquestƏŧŠƅŔ ƉĉƔŗƔƏ ƇƁũ iquestƄŮƅŔƏ ũŕŗśŦŔ şœŕśƊƑƅƏƗŔřƔŲũſƅŔ
13řƈƆƄAMOSƓƍraquoƅũŕŰśŦŔAnalysis of Moment StructuresƏƍƏ
řƔƆƄƔƎƅŔŚƛŧŕŸƈƅŔřŠŨƈƊřƔƊŕƄƈŏũžƏƔşƈŕƊũŗ
frac34ƍťŞƃŒƏƃƍƕŒŗƒŰŧŽƃŒŧœŕřŤŒŝőœřƈ
CFI RMRRMSEA
ŗƆƒƀƃŒCcedilfrac34ƒśƆřƃƏƄśƆƃŒŜŦƍƆƈƄƃťƒŞƉƈƑƆŷŌiquestƁŌƏŌƉƈiquestƁŌ
ƇŵŗŞřœƈƃŒŗƆƒƀƃŒŧœŕřŤƙŒ
ŗރřƈƃŒŧƔŠiquestƔŝƈśŞŨƏƈƊƆƅ
ŧƔŠiquestƔŝƈśŞŨƏƈƊƆƅ
ŧƔŠiquestƔŝƈśŞŨƏƈƊƆƅ
ƇƁũ iquestƄŮƅŔ iquestƜŦ Ɖƈ ƇƁũ iquestƏŧŠƅŔ Ə řţŰşśƊśŬƊƑƅƏƗŔ řƔŲũſƅŔƜƈƅŔ ũŮŎƈ Ɖƈ įiquestƄ ƇƔƁ Ɖŏ ŜƔţʼnƉũŕƂƈƅŔ řƈ
CFIuumlƏ ƓƁŔƏŗƅŔ Ŷŗũƈƅ ƓŗŕŬţƅŔ ųŬƏƅŔ ũŨŠRMRyacuteũŨŠƏũƔŧƂśƅŔ ōųŦŶŗũƈƅƓŗŕŬţƅŔųŬƏƅŔRMSEAkƑƅŏũƔŮśŚƊŕƄ
ƉŌƅŔŞŨƏƈƊƆƅŧƔŠiquestƔŝƈśJoreskog amp Sorbom 1989 Hu amp Bentler 1995 Bentler 1992 MacCallum et al
1996ƑƆŷŌŕƎŸƔƈŠŚƊŕƄŤŕŗƊƏũƄŚƜƈŕŸƈƇƔƁƉŌƑƅŏřžŕŲŏ Ɖƈ ƇƁũ iquestƏŧŠƅŔ ƉĉƔŗƔ ŕƈƄƏƇŝ Ɖƈ iquestƏƂƅŔ ƉƄƈƔŏƉ
ūƔƔŕƂƈƅŔřŝƜŝƅŔ ƓƆŦŔŧƅŔ Śŕŗŝƅŕŗ Ŷśƈśś ĺŔ ƀŪũ ŕƈƄiquestƏƂƅŔ ŕƊƊƄƈƔŏřŝƜŝƑƅŏ ƇŬƂƊśřƔţŰƅŔŚŕƈŧŦƆƅřƄũŧƈƅŔ ŘŧƏŠƅŔƉ
ƓƍŧŕŸŗŌřƔŕŷũƅŔŕƈƄřƔţŰƅŔƀžŔũƈƅŔƏƓŗųƅŔũŧŕƄƅŔƏřƔţŰƅŔ ƇƁũiquestƄŮƅŔŢŲƏƔ ƇƁũiquestƏŧŠƅŔƏŪƏƈũũƔŮśŜƔţ q
ŪƏƈũ ũƔŮś ŕƈƊƔŗ ūƔƔŕƂƈƅŔ ŧƏƊŗ Ƒƅŏe ūŕƔƂƅŔ ʼnŕųŦŌ ƑƅŏErrors of Measurement
ಳřƈƆƄCFIraquoƅũŕŰśŦŔƓƍThe Comparative Fit IndexřƈƆƄRMRraquoƅũŕŰśŦŔƓƍRoot Mean Square ResidualiřƈƆƄRMSEAraquoƅũŕŰśŦŔƓƍRoot Mean Square Error Of
Approximation
řţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
ŗƒšŮƃŒŘœƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƄƃƐťƒƂƍřƃŒƑƄƆœŶƃŒfrac34ƒƄšřƃŒ
ƑſŮƈƅŔƓžřƔŗųƅŔŘŪƎŠƗŔŧŧŷ
ƓƊƂśƅŔŕƍŔƏśŬƈƏřƔŗųƅŔŘŪƎŠƗŔŘŧƏŠ ƑſŮƈƅŔŽũŻ
frac34ƍťŞƃŒƑƄŤŒťƃŒžœŪřƙŒŧœŕřŤŒŗރřƈ
ťƍƈŕƃŒťťŵ frac34ƆœŶƆŢœŕƈƍŧƂ
4 061 6 0724 5 0675
řƔŲũſƅŔ ũŗśŦśŬ ƑƆŷůƊś ƓśƅŔ řƔƊŕŝƅŔŚŕƈŧŦƅŔ ŘŧƏŠ ƉŏƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśřƔţŰƅŔũŕŗśŦŔiquestƜŦƉƈ
řŝƜŝƅŔ ŘŧƏŠƅŔ ŧŕŸŗƗ řŗŬƊƅŕŗ řƔŲũſƅŔ ƏƇŝ ƉƈŜƜŝ ũŕŗśŦŔŘŧţŔƏƅŔřƊƔŸƆƅŚƊŧƏśŬũŕŗśŦŔƇŔŧŦśŬŕŗƃƅŨƏƉƈ
řƔŧŕƔţƅŔřƈƔƂƅŕŗŚŕųŬƏśƈƅŔřżƅŕŗƅŔ) ΔϤϴϘϟ ώϠΒΗ
Neutral Value24ΚϴΣαΎϴϘϤϟϥαΎγϰϠϋΖΒδΘΣ
řƔţŰƅŔƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔ
37
frac34ƂŬƃŒŗƒšŮƃŒŘœƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƄƃƐťƒƂƍřƃŒƑƄƆœŶƃŒfrac34ƒƄšřƃŒ
œƋťƍƈŕƍŗƒšŮƃŒŘœƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƃŒťœŶŕŊ
ŖŧœŕŶƃŒŗŹœƒŮ
ũŧŕƁʼnŕŗųƗŔƏŽŕŮśƄŔƑƆŷƉƓƊŕŸƔƓśƅŔřƆƄŮƈƅŔűƔũƈƅŔŕƎƊƈ
ʼnŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔ ƑſŮƈƅŔƓžřƔƏŧƗŔũžŔƏś
ƑſŮƈƅŔƓžűƔũƈƅŔʼnŕſŮŘŧƏŠ ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸśšŕśſƊƛŔ ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸśřƈţũƅŔ
ŶƈʼnŕŗųƗŔiquestƈŕŸśƑŲũƈƅŔƇŔũśţƛŔ űƔũƈƆƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ
řƅŕţƅŔšũŮƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔűƔũƈƆƅřƔŲũƈƅŔ
ƑſŮƈƅŔƓžƉƔƆƈŕŸƅŔřƍŔŪƊ ƑſŮƈƅŔƑƅŏiquestŪƊƈƅŔƉƈřžŕŬƈƅŔ
ƑſŮƈƅŔƓžʼnŕŗųƗŔŧŧŷ
q15 q16 q17
frac34ƍťŞƃŒ
ťŶŕƃŒ
řƔţŰƅŔřƔŕŷũƅŔŧŸŗ ƓŗųƅŔũŧŕƄƅŔŧŸŗ
řƔţŰƅŔƀžŔũƈƅŔŧŸŗ
ŗƒƈœśƃŒŗƒŰŧŽƃŒ řƔŲũſƅŔ ũŗśŦśŬ
ƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśřƔţŰƅŔřŝƜŝƅŔ ŘŧƏŠƅŔ ŧŕŸŗƗ řŗŬƊƅŕŗ řƔŲũſƅŔ
řƔŷũžŚŕƔŲũžŘŧţŔƏƅŔřƊƔŸƆƅŚƊŧƏśŬũŕŗśŦŔƇŔŧŦśŬŕŗřƊũŕƂƈiquestƜŦřƔŧŕƔţƅŔřƈƔƂƅŕŗŚŕųŬƏśƈƅŔ
ΔϳΩΎϴΤϟNeutral Value
řƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśřƔţŰƅŔ
frac34ƍťŞƃŒ œƋťƍƈŕƍŗƒšŮƃŒŘœƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƃŒťœŶŕŊ
ŖŧœŕŶƃŒ ŖŧœŕŶƃŒŗŹœƒŮ ŨƆŧ
ŖŧœŕŶƃŒ ťŶŕƃŒ
ũŧŕƁʼnŕŗųƗŔűƔũƈƅŔŕƎƊƈ q01
řƔŕŷũƅŔřƔţŰƅŔ
ʼnŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔ q02 ƑſŮƈƅŔƓžřƔƏŧƗŔũžŔƏś q03
ƑſŮƈƅŔƓžűƔũƈƅŔʼnŕſŮŘŧƏŠ q05 ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸś q07
ũŧŕƄƅŔƓŗųƅŔ
ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸś q08 ŶƈʼnŕŗųƗŔiquestƈŕŸś q09
űƔũƈƆƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ q10 řƅŕţƅŔšũŮƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ
űƔũƈƆƅřƔŲũƈƅŔ q11
ƑſŮƈƅŔƓžƉƔƆƈŕŸƅŔřƍŔŪƊ q12 ƑſŮƈƅŔƑƅŏiquestŪƊƈƅŔƉƈřžŕŬƈƅŔ q13 ƀžŔũƈƅŔ
řƔţŰƅŔ ƑſŮƈƅŔƓžʼnŕŗųƗŔŧŧŷ q14
řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈocircũŮŷŜƅŕŝƅŔŧƆŠƈƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
38
ΎϫΎϧΩ ΔΑΎΠΘγϼϟ ρΎϘϧ ϊΑέ Ϧϣ ϥϮϜϣϭ Ύϫϼϋϭϰ ΔϤϴϘϟ ϥϮϜΘϓ
˰ϟΔϳϭΎδϣΔϳΩΎϴΤϟϭϰϮ Ϯϱ (ƔŕƈƄśōƓŗƒŰŧŽƃŒŗƒŵŧŽƃŒƕŒƏƃƍ
ƑƆŷƑƅƏƗŔřƔŷũſƅŔřƔŲũſƅŔůƊśƉŌřƔţŰƅŔřƔŕŷũƅŔŘŧƏŠƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśƇƁũiquestƏŧŠƅŔŢŲƏƔƏ
řƔŲũſƅŔ ƋŨƍũŕŗśŦŔşœŕśƊ ƇƁũiquestƏŧŠƅŔƉƈŴţƜƊŜƔţ ƉŌ Ɖƈ iquestƁŌ řƔƅŕƈśţƛŔ řƈƔƂƅŔžřƔŷũſƅŔ řƔŲũſƅŔ řţŰ ŚŗŝƊ
ƉŌƒŌ ƑƅƏƗŔŗŕŠƔŏiquestƄŮŗ ĻŕƔƏƊŸƈƃũŧŁś řƔţŰƅŔ řƔŕŷũƅŔ ŘŧƏŠƓƑŲũƈƅŔƉƈƉŌƑŲũƈƅŔƃũŧƔŜƔţ ʼnŕŗųƗŔƑƆŷ ŘũŧƂƅŔ ƇƎƔŧƅ
ŚƛŕţƆƅřƔƏŧƗŔřŗŬŕƊƈƑƅŏřžŕŲŏŧƔŠiquestƄŮŗűŔũƈƗŔůƔŦŮśʼnŕŗųƗŔ ŕƎŰŦŮƔ ƓśƅŔ řƔŲũƈƅŔűƔũƈƅŔ ʼnŕſŮ Ƒƅŏ ƒŧŎƔ ŕƈƈ
ŧƔŠiquestƄŮŗƑſŮƈƅŔƓžřƅƏƎŬŗřƔƏŧƗŔũžŔƏśƉŷƃƔƍŕƊ
ŗƒŰŧŽƃŒŗƒŵŧŽƃŒŗƒƈœśƃŒ řƔŲũſƅŔůƊś ƉŌ ƑƆŷ řƔƊŕŝƅŔ řƔŷũſƅŔƓŗųƅŔ ƇƁŕųƅŔ ŘŧƏŠ
ƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśƇƁũiquestƏŧŠƅŔŢŲƏƔƏřƔŲũſƅŔƋŨƍũŕŗśŦŔşœŕśƊŜƔţũƎŴƔřƊũśƂƈƅŔřƔƅŕƈśţƛŔřƈƔƂƅŔƉŌƉƈiquestƁŌŚƊŧƏśŬřƈƔƂŗƏƇŝƉƈřƔŲũſƅŔƋŨƍřţŰşśƊśŬƊ
ųƅŔ ƇƁŕųƅŔ ŘŧƏŠ ƉƏƄũŧƔ ƑŲũƈƅŔ ƉŌ ƒŌƓŗŕŠƔŏ iquestƄŮŗ ƓŗƔ ŜƔţ ƒƏƊŸƈƏiquestƈŕŸśƇŔũśţŕŗ ƑŲũƈƅŔ Ŷƈ ʼnŕŗųƗŔƉƏŷŔũƔƏ
ŕƈƄ ŕƎƅ řƂžŔũƈƅŔ řƔŬſƊƅŔ ƇƎśƅŕţƏ ƇƎŲũƈ ŽƏũŴƔ ŢƊƈƇƁŕųƅŔƓŗųƅŔƇƎŗ řƔŕƊŸƆƅƓžŕƄƅŔŚƁƏƅŔƑŲũƈƅŔŏƏ ƇƎŸŲƏƉŷ ƇƍũŕŗŦƓţŰƅŔ
frac34ƍťŞƃŒƏƃƍƕŒŗƒŵŧŽƃŒŗƒŰŧŽƃŒŧœŕřŤŒ
ŗƒƃœƆřšƙŒŗƆƒƀƃŒ žƍŧŽƃŒŧœŕřŤŒ
T-test ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ƃŒťŶŕ
13130000 131326062 2500 0592 3093 řƔŗųƅŔřƔŕŷũƅŔŘŧƏŠ
ŗƆƒƀƃŒŗƒƃœƆřšƙŒ žƍŧŽƃŒŧœŕřŤŒT-test ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ťŶŕƄƃŗƈƍƂƆƃŒťƍƈŕƃŒ
1313000 131322351 25 859 324 ũŧŕƁʼnŕŗųƗŔƏűƔũƈƅŔŕƎƊƈƓƊŕŸƔƓśƅŔřƆƄŮƈƅŔŽŕŮśƄŔƑƆŷƉ
1313000 131318045 25 821 307 ʼnŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔ
1313000 131315781 25 905 305 ƑſŮƈƅŔƓžřƔƏŧƗŔũžŔƏś
1313000 131314910 25 903 302 ƑſŮƈƅŔƓžűƔũƈƅŔʼnŕſŮŘŧƏŠ 1313ŗƃƙťƎƍřŪƆťƈŵĹœƒőœŮšōŗƃŒť
ŗƒŰŧŽƃŒŗƒŵŧŽƃŒŗśƃœśƃŒƉŌƑƆŷřŝƅŕŝƅŔřƔŷũſƅŔřƔŲũſƅŔůƊśřƔţŰƅŔƀžŔũƈƅŔŘŧƏŠ
ƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśƇƁũiquestƏŧŠƅŔŢŲƏƔƏřƔŲũſƅŔ ƋŨƍũŕŗśŦŔşœŕśƊ ƉƈŴţƜƊŜƔţƇƁũiquestƏŧŠƅŔ ƉŌ
řƔţŰƅŔƀžŔũƈƅŔ ŘŧƏŠ ŧŸŗƅ řƔƅŕƈśţƛŔ řƈƔƂƅŔƋŧƏƊŗřƆƈŕƄŔŧŷ ŕƈũƔŦƗŔŧƊŗƅŔƑſŮƈƅŔŽũżŗųŗśũƈƅŔƉƈiquestƁŌžřţŰşśƊśŬƊřƔŲũſƅŔ ƋŨƍřƔţŰƅŔ ƀžŔũƈƅŔ ŘŧƏŠ ƉƏƄũŧƔ ƑŲũƈƅŔ ƉŌ ƒŌ
ƒƏƊŸƈƏ ƓŗŕŠƔŏ iquestƄŮŗƉƈ řƅƏƂŸƈ řžŕŬƈƅŔ ƇƍũŴƊ řƎŠƏ Ɖƈž
Ƒƅŏ iquestŪƊƈƅŔƑſŮƈƅŔŪƄũƈ Ɠž ƓžŕŮƈƅŔ ƋŨƍ ŶŲƏƈś ƇƄţŗ ŔŨƍƏřƊƔŧƈƅŔċŽŕƄ ʼnŕŗųƗŔ ŧŧŷ ƉŌ ŧŠƊ ŕƈƄŘũžƏśƈ řƔŗųƅŔ ŘŪƎŠƗŔƏ
ŚŕſŰŔƏƈŗƏŘŧƔŠ
řţŰşśƊśŬƊřƂŗŕŬƅŔřƔŷũſƅŔŚŕƔŲũſƅŔũŕŗśŦŔşœŕśƊiquestƜŦƉƈřƔŬŕŬƗŔ řƔŲũſƅŔřŸŗŕśƅŔ řƈŕŸƅŔ ƓžŕŮƈƅŔ Ɠž ƑŲũƈƅŔ ƉŌ ƒŌ
ƊƔŧƈ Ɠž řţŰƅŔ ŘũŔŪƏƅřƔţŰƅŔŚŕƈŧŦƅŔ ŘŧƏŠ ƉƏƄũŧƔ ƀŮƈŧ řƒƏƊŸƈƏƓŗŕŠƔŏiquestƄŮŗřƈŧƂƈƅŔ
řƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
frac34ƍťŞƃŒŗƒƈœśƃŒŗƒŵŧŽƃŒŗƒŰŧŽƃŒŧœŕřŤŒŝőœřƈ
ŗƆƒƀƃŒŗƒƃœƆřšƙŒ
žƍŧŽƃŒŧœŕřŤŒT-test
ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ŧƒźřƆƃŒ
13130000 131313338 2500 0651 2834 ƓŗųƅŔƇƁŕųƅŔŘŧƏŠ
ŗƆƒƀƃŒŗƒƃœƆřšƙŒ
žƍŧŽƃŒŧœŕřŤŒT-test
ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ŗƒŵŧŽƃŒťƍƈŕƃŒ
1313000 131311964 25 988 295 ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸśšŕśſƊƛŔ
1313000 13139756 25 971 286 ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸśřƈţũƅŔ
1313000 131310772 25 983 291 ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸśƇŔũśţƛŔ
1313000 13135838 25 1044 273 űƔũƈƆƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ
1313000 13136056 25 1038 274 řƔŲũƈƅŔ řƅŕţƅŔ šũŮƅ ŖƔŗųƅŔ ƌŰŰŦƔ ƒŨƅŔ ŚƁƏƅŔ
űƔũƈƆƅ 1313000 13137832 25 999 280 ƑſŮƈƅŔƓžƉƔƆƈŕŸƅŔřƍŔŪƊ
1313ŗƃƙťƎƍřŪƆťƈŵĹœƒőœŮšōŗƃŒť
frac34ƍťŞƃŒŗśƃœśƃŒŗƒŵŧŽƃŒŗƒŰŧŽƃŒŧœŕřŤŒŝőœřƈ
ŗƒƃœƆřšƙŒŗƆƒƀƃŒ žƍŧŽƃŒŧœŕřŤŒT-test
ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ŧƒźřƆƃŒ
13130000 13137905 2500 0663 2701 řƔţŰƅŔƀžŔũƈƅŔŘŧƏŠ
ŗƒƃœƆřšƙŒŗƆƒƀƃŒ žƍŧŽƃŒŧœŕřŤŒT-test
ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ŗƒŵŧŽƃŒťƍƈŕƃŒ
1313000 131310628 25 960 289 ϰϔθϤϟϰϟϝΰϨϤϟϦϣΔϓΎδϤϟ
1313000 13137700 25 981 279 ϰϔθϤϟϲϓ˯ΎΒσϷΩΪϋ
1313000 13135215 25 999 270 ϰϔθϤϟϲϓΔϴΒτϟΓΰϬΟϷΩΪϋ
1313001 13133241 25 1002 262 ϲϨϘΘϟΎϫϮΘδϣϭΔϴΒτϟΓΰϬΟϷΓΩϮΟ
986 -018 25 107778 24993 ϰϔθϤϟϑήϏ
1313ŗƃƙťƎƍřŪƆťƈŵĹœƒőœŮšōŗƃŒť
řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈocircũŮŷŜƅŕŝƅŔŧƆŠƈƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
őœřƈƃŒordmordmordmŝ ƏƍƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔţŰƅŔŚŕƈŧŦƅŔŘŧƏŠũƔżśƈƉŏ
Ɠƍ ŧŕŸŗŌ řŝƜŝ ƉƈŽƅōśƔ ŜƔţ ŧŕŸŗƗŔ ŧŧŸśƈ ũƔżśƈ ŘŧƏŠƀžŔũƈƅŔ ŘŧƏŠƏ ƓŗųƅŔ ƇƁŕųƅŔ ŘŧƏŠƏ řƔţŰƅŔ řƔŕŷũƅŔ
řƔţŰƅŔ ŘŧƏŠ řƈŕŸƅŔ ƓžŕŮƈƅŔ Ɠž ƑŲũƈƅŔ ƃũŧƔřƔţŰƅŔ ŚŕƈŧŦƅŔ
ƒƏƊŸƈƏƓŗŕŠƔŏiquestƄŮŗřŝƜŝƅŔŕƍŧŕŸŗƗ ƒŮƍřƃŒordmordmordmŘœ
ƉƔśŠƔśƊƅŔƑƆŷćʼnŕƊŗƉƔśƂŗŕŬƅŔƔŕƈŗŜţŕŗƅŔƓŰƏƔśōƓ ŧŕŸŗƗŔŘŧŧŸśƈřƔţŰƅŔŚŕƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔūŕƔƂƈƇŔŧŦśŬŔ
ƒŨƅŔƉŅƊƁʼnŔũŠŏűũżƅ ƃƅŨƏ řƔũƏŬƅŔ řƔŗũŸƅŔ řœƔŗƅŔ ƑƆŷŕƎŠŨŕƈƊƓž iquestƏŕƊśśƓśƅŔŜƏţŗƅŔūŕƔƁřƄũŧƈƅŔ ŘŧƏŠƅŔ ũƔżśƈ
řƔţŰƅŔ ŚŕƈŧŦƆƅƐũŦŌ ċŚŔũƔżśƈ Ŷƈ ƌśŬŔũŧƅŕƈƔŬƛƓž ƓśƅŔ ŚŕŬŔũŧƅŔƐũŠśřƔŗũŸƅŔƏ ĻŕŰƏŰŦ řƔũƏŬƅŔ řœƔŗƅŔ Ɠž
ĻŕƈƏƈŷ ƑƆŷřŗŰƊƈƅŔŕƍŧƏƎŠƓžřţŰƅŔŘũŔŪƏũŔũƈśŬŔƉƔŬţśŘŧƏŠ
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Ŭţś řƔƅŕƈƅŔƉƔƋŨƍ Ɠž řƈŧƂƈƅŔ řƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ƓžƓžŕŮƈƅŔ
ŞŒŧƆƃŒordmordmordmŴgt ŞŔũſƅŔřƈŕŬŌřƔţŰƅŔřƔŕŷũƅŔŚŕƈŧŦŘŧƏŠƇƔƔƂś
ũŴƊ řƎŠƏ Ɖƈ řƔũƏŬ Ɠž ƓƅŕŸƅŔ ƇƔƆŸśƅŔ ŚŕƔſŮśŬƈ ƓžƑŲũƈƅŔƑŲũƈƅŔŕŲũūŕƔƂƅŞŨƏƈƊƀŮƈŧřŸƈŕŠřƆŠƈ
řƔƊƏƊŕƂƅŔƏřƔŧŕŰśƁƛŔƇƏƆŸƆƅ gt ŽƏũŬŦ iquestŕƈƄ ŧƈţƈ ƉƈƔŌ ŚŕƈŧŦƅŔ ƀƔƏŬś
řƔţŰƅŔ ŚŕƔſŮśŬƈƅŔ ŘũŔŧŏ Ɠž ƓŰŰŦśƅŔ ƇƏƆŗŧƅŔ ŜţŗŕƔƊŕųƔũŗƅŔŪƄũƈƅŔƙŔřƔƈƊśƆƅƒũŕŮśŬƛŔƓƅƏŧŔŧũřƔ
gt ƒũƄŗƅŔ ũŬŕƔ ũƈŕŝ řƔţŰƅŔ ŚŕƈŧŦƅŔ ƀƔƏŬśƉŕƈŷŶƔŪƏśƅŔƏũŮƊƆƅřƔƈƆŸƅŔƒũƏŪŕƔƅŔũŔŧ
gt ĺŔ ƀŪũ řƆŦƊ ŘŧƔŕŷ iquestƔƆţśƅŔ Ɠž ƉƔŝţŕŗƅŔ iquestƔƅŧƓœŕŰţƙŔŘũƍŕƂƅŔřſƅŎƈƅŔ
gt ƓŗŷŪƅŔŧƈţŪƔŕžƐƏśŬƈƅʼnƜƈŸƅŔŚŕŸƁƏśƏʼnŔũŊƓžřƆƈŕŸƅŔƒƏƆŦƅŔiquestŕŰśƛŔŚŕƄũŮƉƈřƈŧƂƈƅŔřƈŧŦƅŔŘŧƏŠ
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řƔƊŕŬƊƙŔƏřƔŷŕƈśŠƛŔƇƏƆŸƅŔƉŕƈŷiquestœŔƏũŔŧ gt ƓƅŕŬŸƅŔŖƔŧŌŧƈţƈŶƁŔƏƅŔũƔƏųśŚŕŗƆųśƈƏŶƁŔƏ
ƓţŰƅŔ ƓžŕƂŝƅŔ ũƔƏųśƅŔƏ ƓƈƆŸƅŔ ŜţŗƆƅ ƓƊųƏƅŔ ũƈśŎƈƅŔƀŮƈŧ
gt ƓƆŷ ƉŕƈƔƆŬ Ə ƇƏũŮŦƅŔ ŧƈţƈ ƀũſƅŔ ũŝŌřƈƜŸƆƅ ƃƆƎśŬƈƅŔ ʼnƛƏ ƑƆŷ řƄũŧƈƅŔ ŘŧƏŠƅŔƏ ƃũŧƈƅŔ
řƔũ੶ƅŔ řƔƊƏƊŕƂƅŔƏ řƔŧŕŰśƁƛŔ ƇƏƆŸƆƅ ƀŮƈŧ řŸƈ੠řƆŠƈ
gt ŭƏƄƏƔƍřƆƈŕŮƅŔŘŧƏŠƅŔŘũŔŧŏƑƆŷŚŕƂƔŗųśƓţŰƅŔŵŕųƂƅŔƏƒŧƈţƗŔŧƔŕŷƉŗiquestƜųŧŗŷŧŸŬŧƅŕŦ
ƉƏƈŠũśƈƅŔŧŸŬŪƔŪŸƅŔƉŕƈŷŶƔŪƏśƅŔƏũŮƊƆƅiquestœŔƏũŔŧ gt řƔũƏŬƅŔ řţŰƅŔ ŘũŔŪƏ řƔţŰƅŔ ŚŔũŮŎƈƅŔ
ŧŔŧũśŬƛŔ ťƔũŕśƉŔũƔŪţ řţŰƅŔ ŘũŔŪƏ Ɖƈ řƔũƏŬƅŔhttpmohgovsy
gt ƓƄũƄƅŔ ũŰŕƊ ŧƈţƈ ƇŕŬƏ ŘŧƏŠŚŕƈŧŦƅŔƉƔųŬƆžƓž řƔŬžŕƊśƅŔ ŘŪƔƈƅŔƀƔƂţśƑƆŷ ŕƍũŝŌ Ə řƔžũŰƈƅŔ
ƉœŕŗŪƅŔ Ə ƉƔƔũŔŧƙŔ ũŴƊ řƎŠƏ ƉƈũƔŻ ũƔśŬŠŕƈ řƅŕŬũƓƈƆŸƅŔŜţŗƅŔƏŕƔƆŸƅŔŚŕŬŔũŧƅŔřƔƆƄiquestƔƆŦƅŔřŸƈŕŠŘũƏŮƊƈ
iquestƔƆŦƅŔ gt ƉŕųƆŬ ƇƔŬƏ Ɠž řƈŧƂƈƅŔŚŕƈŧŦƅŔ ŘŧƏŠũƔƏųś
ƓƈƏƄţƅŔ iquestƔƆŦƅŔ ƑſŮśŬƈƔƅŕŷř řŸŬƅŔ ŘũŔŧŏ iquestƜŦ ƉƈřƔŠŕśƊƙŔiquestƔƆŦƅŔ řŸƈ੠iquestƔƆŦƅŔ ŕƔƆŸƅŔ ŚŕŬŔũŧƅŔ řƔƆƄ
ƓƈƆŸƅŔŜţŗƅŔƏ gt řƅŧŕŗŸƅŔ Ɖŕƈŝŷ iquestƜų Ə ũƏŮŕŷ ƉƔŬţŽŬƏƔ
ŕƔƆŸƅŔ ŚŕŬŔũŧƅŔ Ɠž řƔƈƔƆŸśƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ūŕƔƁ řƅŕţ şƈŕƊũŗMBAŘŪżŗ řƔƈƜŬƙŔ řŸƈŕŠƅŔ Ɠž řŸƈ੠řƆŠƈƑŰƁƗŔ
[14] Andaleeb S (2000) Public and Private Hospitals in Bangladesh service quality and predictors of hospital choice Health Policy and Planning 15(1) 95-102
[15] Babakus E amp Mangold W (1992) Adapting the SERVQUAL scale to hospital services an empirical investigation Health Services Research 26(6) 767-786
[16] Bentler P M (1992) On the fit of models to covariances and methodology to the Bulletin Psychological Bulletin 112(3) 400-404
řƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
[17] Bhandari L (2006) Social infrastructure urban health and education Retrieved June 15 2011 from httpwww3inetworkorgreportsIIR2006Social_Infrapdf
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[19] Bos A Vosselman N Hoogstraten J amp Prahl-Andersen B (2005) Patient Compliance A Determinant of Patient Satisfaction Angle Orthodontist 75(4) 526531
[20] Calnan M (1988) Towards a conceptual framework of lay evaluation of health care Social Sciences and Medicine 27(9) 927-933
[21] Choi K-S Cho W-H Lee S Lee H amp Kim C (2004) The relationships among quality value satisfaction and behavioral intention in health care provider choice A South Korean study Journal of Business Research 57(8) 913 921
[22] Donabedian A (1992) Defining and measuring the quality of health care Williams amp Wilkins Baltimore MD
[23] Dutton D B Gomby D amp Fowles J (1985) Satisfaction with Childrens Medical Care in
Six Different Ambulatory settings Medical Care 23(7) 894-912
[24] Elleuch A (2008) Patient satisfaction in Japan International Journal of Health Care Quality Assurance 21(7) 692-705
[25] Fitzpatrick R (1991) Survey of patient satisfaction I- important general considerations BMJ 302(6781) 887-889
[26] Gill L amp White L (2009) A critical review of patient satisfaction Leadership in Health Services 22(1) 8-19
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[28] Haddad S Fournier P Machouf N amp Yatara F (1998a) What does quality mean to lay people Community perceptions of primary care services in Guinea Social Science and Medicine 47(3) 381-394
[29] Haddad S Potvin L Roberge D Pineault R amp Remondin M (2000) Patient perception of quality following a visit to a doctor in a primary care unit Family Practice 17(1) 21-29
[30] Hu L-T amp Bentler P M (1995) Evaluating model fit In R Hoyle (Ed) Structural equation modeling Concepts issues and
applications (pp 7699) Thousand Oaks CA Sage
[31] Jawahar S K (2007) A Study on out Patient Satisfaction of a Super Specialty Hospital in India Internet Journal of Medical Update 2(2) 13-17
[32] Jenkinson C Coulter A Bruster S Richards N amp Chandola T (2002) Patients experiences and satisfaction with health care Quality and Safety in Health Care 11(4) 335-339
[33] Joumlreskog K G amp Soumlrbom D (1989) LISREL 7 users reference guide Chicago Scientific Software
[34] Kilincer C amp Zileli M (2006) Visual Analog patient Satisfaction Scale Balkan Medical Journal 23(3) 113-118
[35] Kotler P amp Armstrong G (1994) Marketing Management Analysis planning Implementation and Control New Jersy Hall Engle wood cliffs
[36] Lim P C amp Tang N (2000) A study of patients expectations and satisfaction in Singapore hospitals International Journal of Health Care Quality Assurance 13(7) 290-299
[37] MacCallum R C Browne M W amp Sugawara H M (1996) Power analysis and determination of sample size for covariance structure modeling Psychological Methods 1(2) 130-149
[38] Naidu A (2009) Factors affecting patient satisfaction and healthcare quality International Journal of Health Care Quality Assurance 22(4) 366-381
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[41] Parasuraman A Berry L amp Zeithaml V (1993) More on improving service quality measurement Journal of Retailing 69(1) 140-147
[42] Parasuraman A Zeithaml V amp Berry L (1985) A conceptual model of service quality and its implications for future research Journal of Marketing 49(4) 41-50
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[44] Parasuraman A Zeithaml V amp Berry L (1991) Refinement and reassessment of the
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SERVQUAL scale Journal of Retailing 67(4) 420-450
[45] Parasuraman A Zeithaml V amp Berry L (1994a) Alternating scales for measuring service quality a comparative assessment based on psychometric and diagnostic criteria Journal of Retailing 70(3) 201-230
[46] Parasuraman A Zeithaml V amp Berry L (1994b) Reassessment of expectations as a comparison standard in measuring service quality implications for further research Journal of Marketing 58(1) 111-124
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[53] Sohail M S (2003) Service quality in hospitals more favourable than you might think Managing Service Quality 13(3) 197-206
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orthodontic treatment Scandinavian Journal of Caring Sciences 19(2) 95-101
[59] Zeithaml V (1988) Consumer perceptions of price quality and value a means-end model and synthesis of evidence Journal of Marketing 52(3) 2-22
[60] Zeithaml V Berry L amp Parasuraman A (1993) The nature and determinants of customer expectations of service Journal of the Academy of Marketing Science 21(1) 1-12
[61] Zeithaml V Berry L amp Parasuraman A (1996) The behavioural consequences of service quality Journal of Marketing 60(2) 31-46
[62] Zeithaml V Parasuraman A amp Berry L (1985) Problems and strategies in services marketing Journal of Marketing 49(2) 33-46
[63] Zeithaml V Parasuraman A amp Berry L (1990) Delivering Quality Service Balancing Customer Perceptions and Expectations New York Free Press
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ƁřŧŰšƇƆƏŞŧƒŗŶŕœřƆŵŗŕœŞƗŒƇƕŒŗƄőŪƓŒřŖŧœŬōŴŰƍŕŗƒƁřŕœŞōfrac34śƆƒƐŦƃŒƇœƂƆƃŒƑż
ƗŒŗŕœŞ frac34ŒŌŪƃŒ ƅſŧfrac34ŒŌŪƃŒ
ƉƔũŧŕƁũƔŻ ƛŌŽũŷ ƑƅŏƉƔũŧŕƁŕƈŧţ ũŧŕƁƏĻŔŧŠƉ ũŧŕƁʼnŕŗųƗŔiquestƍƃƔŌũŗƏƉƓśƅŔřƆƄŮƈƅŔŽŕŮśƄŔƑƆŷ
űƔũƈƅŔŕƎƊƈƓƊŕŸƔ 1
ƓśƅŔŚŬƔƅŕƎŠŕśţŌ
ŽũŷŌƛ ƓśƅŔƇŕŷiquestƄŮŗ
ŕƎŠŕśţŌ iquestŸſƅŕŗŕƎŠŕśţŌƓśƅŔ ƓƍƑſŮƈƅŔƓžʼnŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔƃƔŌũŗ 2
řŗƏŸŰŗ ŽũŷŌƛ řƅƏƎŬŗĻŕƔŗŬƊ řƅƏƎŬŗ ƃƔŌũŗƋŨƍƉƈřƔƏŧƗŔƑƆŷiquestƏŰţƅŔƑŲũƈƆƅƉƄƈƔƑſŮƈƅŔ
3
ŘŧƔŠũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏŘŧƔŠ ŘŧƔŠ ƑſŮƈƅŔŕƎƈŧƂśƓśƅŔřƔƏŧƗŔ 4
ƉƏĿſŮąƔƛŧƔŠiquestƄŮŗ
ŽũŷŌƛ ŧƔŠiquestƄŮŗƉƏĿſŮąƔ
ĻŕƔŗŬƊ ŧƔŠiquestƄŮŗƉƏĿſŮąƔ ƅŔƑŲũƈƅŔƉƔŨƑſŮƈƅŔƋŨƎŗƇƎŗƑƊŸąƔ 5
ŧƔŠũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏŧƔŠ ŧƔŠ iquestƄŮŗƇƍŕŲũƈʼnŕſŮƉƏŸŗŕśƔƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔ 6
ŢśſƊƈũƔŻĻŕƔœŕƎƊ
ŽũŷŌƛ ŕƈŧţƑƅŏŢśſƊƈ ŢśſƊƈ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 7
ĻŕƈƔţũūƔƅĻŕƔœŕƎƊ
ŽũŷŌƛ ŕƈŧţƑƅŏƇƔţũ ƇƔţũ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 8
ĻŕƈũśţƈūƔƅĻŕƔœŕƎƊ
ŽũŷŌƛ ŕƈŧţƑƅŏƇũśţƈ Ƈũśţƈ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 9
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƇƍŕŲũƈƅʼnŕŗųƗŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ 10
ċŽŕƄũƔŻ ŽũŷŌƛ ĻŕƔŗŬƊċŽŕƄ ċŽŕƄ ƇƎƅŔƏţũŮƔƅƇƍŕŲũƈƅʼnŕŗųƗŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔƉŷ
ƇƎŲũƈ 11
ŔƏŬƔƅƉƔƎƔŪƊ ŽũŷŌƛ ƉƏƎƔŪƊŧţƑƅŏŕƈ
ƉƏƎƔŪƊ ƑſŮƈƅŔŔŨƍƓžƉƏƆƈŕŸƅŔ 12
řƅƏƂŸƈŚŬƔƅ ŽũŷŌƛ ŕƈŧţƑƅŏřƅƏƂŸƈ řƅƏƂŸƈ ƑſŮƈƅŔƑƅŏƃśƔŗƉƈřžŕŬƈƅŔ 13
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƑſŮƈƅŔŔŨƍƓžʼnŕŗųƗŔŧŧŷ 14
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ŧŧŷƑſŮƈƅŔƋŨƍƓžřƔŗųƅŔŘŪƎŠƗŔ 15
ũƔŻŘŧƔŠ ŽũŷŔƛ ŕƈŕŷƏƊŘŧƔŠ ŘŧƔŠ ƃƔŌũŗ ĻŕƔƊƂśŘũƏųśƈƏŘŧƔŠƑſŮƈƅŔƓžŘŪƎŠƗŔiquestƍ 16
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƃƔŌũŗũŕŴśƊƛŔŽũŻŧŧŷƏƓŗųƅŔůţſƅŔŽũŻ
ƏƑſŮƈƅŔŽũŻ 17
ŜţŕŗƅŔ
ŧŗƓƆŷŧƏƈţƈƇŕŬ
řƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
35
ƀŮƈŧřƊƔŧƈƓžřţŰƅŔ ŘũŔŪƏƅ řŸŗŕśƅŔ řƈŕŸƅŔƓžŕŮƈƅŔƌśƔŗƆŬƏŌƏƇŝƉƈřžũŸƈƑƆŷ ŕƎƔžũŔũƂƅŔŖŕţŰŌƏřţŰƅŔ ŘũŔŪƏ ŘŧŷŕŬƈ
ŕƎƔžŕŮƈƓžŘŧƏŠƅŔƉƔŬţśřƔƆƈŷƓžŕƎŸƁƏƈ ƃŒŝƌƈƆŗŪŒŧť
ƃŒƍƑőœŮšƗŒŴƆřŞƆƃŒŶŗƈƒƑŲũƈƅŔƉƈƓœŕŰţƙŔŶƈśŠƈƅŔŽƅōśƔƇƎŸƔƈŠƇƎŠƔũŦśiquestƔŗƁ
ŧƈƓžřţŰƅŔ ŘũŔŪƏƅřŸŗŕśƅŔřƈŕŸƅŔƓžŕŮƈƅŔƉƈƀŮƈŧřƊƔiquestƜŦŚŕƊŕƔŗƅŔ ŶƈŠ Řũśž ŧƁƏŸƈŠŚřƈŴśƊƈ řƔœŔƏŮŷ řƂƔũųŗŚŕƊŕƔŗƅŔ
ƉƈŘŧśƈƈƅŔŘũśſƅŔiquestƜŦŌƉƏƊŕƄũƎŮřƔŕƎƊƑśţiquestƏƆƔŌũŦŔƏiquestƏƗŔƉƈ ƇŕŸƅŔiquestŧŸƈŗŚŕƊŕŗśŬƛŔŶƈŠƑƆŷŜţŕŗƅŔiquestƈŷŜƔţ
ƉƔŗšƏŔũśƔƏƓžŕŮƈƉƈĻŕƔŷƏŗŬŌřƊŕŗśŬŔūƔſƊƅŔƉŗŔƏƀŮƈŧ ƏũƈţƗŔ iquestƜƎƅŔŚŕƊŕƔŗƅŔ ŶƈŠ Řũśž řƔŕƎƊ ŕƎƊŷ şśƊƓœŕŰţƙŔiquestƔƆţśƆƅřţƅŕŰřƊŕŗśŬŔ
ŘœƈœƒŕƃŒfrac34ƒƄšřŚƆƆąţŔŧŦśŬŕŗ ŚŕƊŕƔŗƅŔŠƈŕƊũŗƅŔ ƇƉƔƔœŕŰţƙŔƉƔSPSSũŔŧŰƙŔƏAMOSũŔŧŰƙŔƇŧŦśŬŔŜƔţiquestƄ
ƓƆƈŕŸƅŔ iquestƔƆţśƅŔ Ɖƈ ƒŧƔƄƏśƅŔCFAŕſƅŌ ŤŕŗƊƏũƄ iquestƈŕŸƈƏCronbachs AlphaƑƅƏƗŔ řƔŲũſƅŔ ũŕŗśŦƛƑƅŏ řžŕŲƙŕŗ
ŘŧţŔƏƅŔ ŚŕƊƔŸƆƅ ŚƊŧƏśŬ ũŕŗśŦŔOne-sample T-testƃƅŨƏřƔƊŕŝƅŔřƔŲũſƅŔũŕŗśŦƛŘœƈœƒŕƃŒŴƆŞŗƄƒŪƍ
ŽƅōśśƏ řƊŕŗśŬƛŔ ƓƍřƔžŔũżƈƔŧƅŔ iquestƈŔƏŸƅŔ ūƔƔŕƂƈƅ řžŕŲŏřƔţŰƅŔ řƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƆƅ ŧŕŸŗƗŔ ŧŧŸśƈūŕƔƂƈ ƉƈƏƒŨƅŔ
ƋũƏųHaddad et al 1998b Ɖƈ ŽƅōśƔƏ ŘũŕŗŷůƆŦśŬŔ ŕƎƊƈ Ō řŝƜŝ ƑƆŷ ŵŪƏśś ŘũŕŗŷŧŕŸŗƃƅŨƏŧŸŗ
ŏŚŔʼnŔũŠřƔũƏŬƅŔ řƔŗũŸƅŔ řœƔŗƅŔ ƑƆŷ ƉƔƊƂśƅŔ ŚŔʼnŔũŠŏ ŚƊŕƄƏƔŕƈƄƉƔƊƂśƅŔśōƓ
řŠƏŧŪƈřƈŠũśʼnŔũŠŏDouble Translation
ƓƂƔƂţƅŔƑƊŸƈƅŔiquestŕŰƔŏƏƍřƈŠũśƅŔƋŨƍʼnŔũŠŏƉƈŽŧƎƅŔŜƔţƓśƅŔƏ řƔŪƔƆƄƊƙŔ řżƆƅŕŗ iquestŰƗŔƓžŚũƏųƓśƅŔūŕƔƂƈƅŔŚŔũŕŗŸƅ
ŗųśŬƀřƔŗũŸƅŔŜŧţśƔŶƈśŠƈƑƆŷřƔƅŕţƅŔřŬŔũŧƅŔƓž
ƒũƍŕŴƅŔƀŧŰƅŔFace Validity
řŠƏŧŪƈƅŔřƈŠũśƅŔƉŷşśŕƊƅŔūŕƔƂƈƅŔűũŷiquestƜŦƉƈƃƅŨƏŚŕŸƈŕŠƅŔ ŘŨśŕŬŌƏ ʼnŔũŗŦƅŔ űŸŗ ƑƆŷʼnŔŧŗŏƏ ƌƈƔƏƂś ŽŧƎŗ
ƌƅŕƔţŚŕŴţƜƈƅŔ
ƓƆƈŕŸƅŔ ƀŧŰƅŔƒŧƔƄƏśƅŔConfirmatory Factorial
Validity
ũŕŗśŦƛŔŔŨƍiquestƜŦƉƈřƔœŕƊŗƅŔřƅŧŕŸƈƅŔřŠŨƈƊřƔƊƂśƇŔŧŦśŬŕŗƏStructural Equation Modeling ƑƅƏƗŔ řƔŲũſƅŔ ũŗśŦśŬ
Ƒƅŏ řƔţŰƅŔ ŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔ ũƔżśƈ ƇŕŬƂƊŔ Ɖƈ ŧƄōśƆƅŕƎƊĉƔŗƓśƅŔřŝƜŝƅŔŧŕŸŗƗŔHaddad et al1998b
ŚŕŗŝƅŔReliability
ũƔŮƔƏƉƈ ĻŕƔƅŕŦ ūŕƔƂƈƅŔ ŕƎŗ ƉƏƄƔ ƓśƅŔ řŠũŧƅŔ Ƒƅŏ ŚŕŗŝƅŔūŕƔƂƆƅ řƔœŔƏŮŸƅŔ ʼnŕųŦƗŔSmithson 2005ƒŧŎś ŜƔţ
ŚŕŗŝƅŔƉƈřƔƊŧśƈƅŔŖŬƊƅŔŚŔŨūƔƔŕƂƈƅŔƑƅŏƂśſśşœŕśƊũřƁŧƅŔƑƅŏTharenou et al 2007ũŕŗśŦƛŤŕŗƊƏũƄiquestƈŕŸƈƇŧŦśŬƔŬƏ
ƏŠƅŔ ŧŕŸŗŌ ūƔƔŕƂƈƅ ƓƆŦŔŧƅŔ ƀŕŬśƛŔřƔţŰƅŔ ŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƒŧƔƄƏśƅŔƓƆƈŕŸƅŔiquestƔƆţśƅŔřŠƔśƊƉƈŕƎŰƜŦśŬŔŧŸŗ
ŗƒƈŒťƒƆƃŒŗŪŒŧťƃŒŗƈƒŶƃŒŻƒŮƍř
řƊƔŸƅŔ ŧŔũžŌŽƔŰƏś ŘũƂſƅŔ ƋŨƍŽŧƎśƇƎƆƔŝƈś Ɛŧƈ řžũŸƈƅraquoƅ ĻŕƂžƏ řƊƔŸƅŔ ūƊ੶ŗ ųŗśũƔ ŔŨƍƏ ƓœŕŰţƙŔ ŶƈśŠƈƆƅ
Tharenou et alŏ ŜƔţ űŕſŦƊŔ ƉřƊƔŸƅŔ ūƊ੶ƇƔƈŸśƆƅ ũŗƄŌ řƔƆŗŕƂŗ ųŗśũƔ řŬŔũŧƅŔ řƊƔŷ ƑƆŷ ƀŗųƊƔ ŕƈ ŔŨƍƏ
řƔƅŕţƅŔĻřžŕŲŏ řƔƈƔƆŸśƅŔƏ řƔũƈŸƅŔ ŚŕƔƏśŬƈƅŔ ŽƆśŦƈ iquestƈŮś ƓśƅŔľũƏƄŨƑƆŷŕƎœŔƏśţŔƑƅŏŜŕƊŏƏiquestŦŧƅŔƉƈřſƆśŦƈŚŕƔƏśŬƈƏŕƈ
řŬƊ੶ƈũƔŻŕƎƆŸŠƔHeterogeneousfrac34ƍťŞƃŒŗƈƒŶƃŒŻƒŮƍřĹœƒżŒŧŹƍƆƒť
ƃŒŧŒŧƂř ƇœƒŕƃŒ ŧƒźřƆƃŒ 544 368 ũƄŨ
ƑŵœƆřŞƙŒųƍƈƃŒ 456 309 ƑŝƊŌ 100 677 ƑƃœƆŞƗŒ 71 48 ĉƓƈŌ
ƑƆƒƄŶřƃŒƎƍřŪƆƃŒ 544 368 ƇƔƆŸśƏŌřƔƏƊŕŝ
ƓŬŕŬŌ 235 159 ŘŪŕŠŏ 151 102 ŕƔƆŷŚŕŬŔũŧ 100 677 ƑƃœƆŞƗŒ
102 69 ƉƈiquestƁŌřƊŬ
ŧƆŶƃŒ 323 219 ƉƈƑśţƏ
řƊŬ
575 389 ƉƈřƊŬƀƏžŕƈž
100 677 ƑƃœƆŞƗŒ
422 286 ƉƈiquestƁŌiquestū frac34ŤťƃŒ
545 369 Ɖƈ
řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈocircũŮŷŜƅŕŝƅŔŧƆŠƈƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
36
ƃŒŧŒŧƂř ƇœƒŕƃŒ ŧƒźřƆƃŒ Ƒśţiquestū
32 22 ƉƈũŝƄŌiquestū
100 677 ƑƃœƆŞƗŒ
ƅŔiquestƏŧŠƅŔƉƈŴţƜƊƀŗŕŬũƏƄŨƅŔƉƈƇƍřƊƔŸƅŔŧŔũžŌŖƆŻŌƉŌřŗŬƊŗiquestŗŕƂƈŜŕƊƙŔƉƈƐƏśŬƈƆƅřŗŬƊƅŕŗŕƈŌ
ƏŌřƔƏƊŕŝƅŔŘŧŕƎŮƅŔřƆƈţƉƈƇƍřƊƔŸƅŔŧŔũžŌŖƆŻŌƉŌŧŠƊƓƈƔƆŸśƅŔ řŗŬƊŗ ƓŬŕŬƗŔ ƇƔƆŸśƅŔřƔŸƈŕŠƅŔ ŘŪŕŠƙŔ řƆƈţ ƇƎƔƆƔ
řŗŬƊŗ řŗŬƊŗ ŕƔƆŸƅŔ ŚŕŬŔũŧƅŔ řƆƈţž ƇŝƏƔƈƗŔƆŗśřƔƊŧśƈřŗŬƊŗƉźŘũƔŗƄƇƍũŕƈŷŌƑŲũƈƅŔŖƆŻŌĻŕƔŗŬƊƓƂųƊƈ ʼnƓŮ ŔŨƍƏƀƏž ƇƍũŕƈŷŌ Ɖƈ řŗŬƊ ƉŌ ŧŠƊŜƔţ
źƆŗśĻŕƈŕŷƉƔŝƜŝƅŔƉƔŗŕƍũŕƈŷŌšƏŔũśśƓśƅŔřœſƅŔƇƎƔƆśřŗŬƊŗĻŕƈŕŷƉƔŝƜŝƅŔƏƉƔũŮŸƅŔiquestŗŕƂƈƇƍƉƈƅ
ĻŕƈŕŷƉƔũŮŸƅŔƉƏŧŠƊžiquestŦŧƆƅřŗŬƊƅŕŗŕƈŌŧƇƍƑŲũƈƅŔƇŴŸƈƉŌ řŗŬƊŗ ųŬƏśƈƅŔ iquestŦŧƅŔ ƒƏŨ ƉƈiquestƏŦŧƅŔ ƏƏŨ ƇƎƔƆƔ
řŗŬƊŗřƔƊŧśƈƅŔřŸſśũƈƅŔiquestƏŦŧƅŔƒƏŨƅřƆƔƆƁřŗŬƊiquestŗŕƂƈźƆŗśƓžŖŕŗųśŬƜƅřœſƅŔƋŨƍƌŠƏśũŬſśƉŌƉƄƈƔƓśƅŔƏ
řŰŕŦƅŔƓžŕŮƈƅŔŘœƒŰŧŽƃŒŧœŕřŤŒ
śƓśƅŔ řŬƔœũƅŔ řƔŲũſƅŔ ũŗśŦśŬƑƆŷůƊŘŧƏŠƉŏŚŕƈŧŦƅŔƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśřƔţŰƅŔũŕŗśŦŔiquestƜŦƉƈũŕŗśŦŔ Ɖƈ řƂŝŗƊƈƅŔ řŝƜŝƅŔ řƔŷũſƅŔ ŚŕƔŲũſƅŔřƊƔŸƆƅ ŚƊŧƏśŬ
ŘŧţŔƏƅŔřƔŧŕƔţƅŔ řƈƔƂƅŕŗ ŚŕųŬƏśƈƅŔ řƊũŕƂƈ iquestƜŦ Ɖƈ ƃƅŨƏřżƅŕŗƅŔƏƔŕƈƄśōƓ
ƏƃƍƕŒŗƒŰŧŽƃŒ ŚŕƈŧŦƅŔ ŘŧƏŠ ƉŏƇŬƂƊƔƏ ŧŕŸŗƗŔ ŧŧŸśƈ ũƔżśƈ Ɠƍ řƔţŰƅŔ
ŧŕŸŗŌřŝƜŝƑƅŏƒƏƊŸƈEgraveiquestƄŮŗ şƈŕƊũŗ iquestƜŦ Ɖƈ řƔŲũſƅŔ ƋŨƍ ũŗśŦśŬ13AMOSũŔŧŰƙŔ
ƇƁũ iquestƏŧŠƅŔ ƉĉƔŗƔƏ ƇƁũ iquestƄŮƅŔƏ ũŕŗśŦŔ şœŕśƊƑƅƏƗŔřƔŲũſƅŔ
13řƈƆƄAMOSƓƍraquoƅũŕŰśŦŔAnalysis of Moment StructuresƏƍƏ
řƔƆƄƔƎƅŔŚƛŧŕŸƈƅŔřŠŨƈƊřƔƊŕƄƈŏũžƏƔşƈŕƊũŗ
frac34ƍťŞƃŒƏƃƍƕŒŗƒŰŧŽƃŒŧœŕřŤŒŝőœřƈ
CFI RMRRMSEA
ŗƆƒƀƃŒCcedilfrac34ƒśƆřƃƏƄśƆƃŒŜŦƍƆƈƄƃťƒŞƉƈƑƆŷŌiquestƁŌƏŌƉƈiquestƁŌ
ƇŵŗŞřœƈƃŒŗƆƒƀƃŒŧœŕřŤƙŒ
ŗރřƈƃŒŧƔŠiquestƔŝƈśŞŨƏƈƊƆƅ
ŧƔŠiquestƔŝƈśŞŨƏƈƊƆƅ
ŧƔŠiquestƔŝƈśŞŨƏƈƊƆƅ
ƇƁũ iquestƄŮƅŔ iquestƜŦ Ɖƈ ƇƁũ iquestƏŧŠƅŔ Ə řţŰşśƊśŬƊƑƅƏƗŔ řƔŲũſƅŔƜƈƅŔ ũŮŎƈ Ɖƈ įiquestƄ ƇƔƁ Ɖŏ ŜƔţʼnƉũŕƂƈƅŔ řƈ
CFIuumlƏ ƓƁŔƏŗƅŔ Ŷŗũƈƅ ƓŗŕŬţƅŔ ųŬƏƅŔ ũŨŠRMRyacuteũŨŠƏũƔŧƂśƅŔ ōųŦŶŗũƈƅƓŗŕŬţƅŔųŬƏƅŔRMSEAkƑƅŏũƔŮśŚƊŕƄ
ƉŌƅŔŞŨƏƈƊƆƅŧƔŠiquestƔŝƈśJoreskog amp Sorbom 1989 Hu amp Bentler 1995 Bentler 1992 MacCallum et al
1996ƑƆŷŌŕƎŸƔƈŠŚƊŕƄŤŕŗƊƏũƄŚƜƈŕŸƈƇƔƁƉŌƑƅŏřžŕŲŏ Ɖƈ ƇƁũ iquestƏŧŠƅŔ ƉĉƔŗƔ ŕƈƄƏƇŝ Ɖƈ iquestƏƂƅŔ ƉƄƈƔŏƉ
ūƔƔŕƂƈƅŔřŝƜŝƅŔ ƓƆŦŔŧƅŔ Śŕŗŝƅŕŗ Ŷśƈśś ĺŔ ƀŪũ ŕƈƄiquestƏƂƅŔ ŕƊƊƄƈƔŏřŝƜŝƑƅŏ ƇŬƂƊśřƔţŰƅŔŚŕƈŧŦƆƅřƄũŧƈƅŔ ŘŧƏŠƅŔƉ
ƓƍŧŕŸŗŌřƔŕŷũƅŔŕƈƄřƔţŰƅŔƀžŔũƈƅŔƏƓŗųƅŔũŧŕƄƅŔƏřƔţŰƅŔ ƇƁũiquestƄŮƅŔŢŲƏƔ ƇƁũiquestƏŧŠƅŔƏŪƏƈũũƔŮśŜƔţ q
ŪƏƈũ ũƔŮś ŕƈƊƔŗ ūƔƔŕƂƈƅŔ ŧƏƊŗ Ƒƅŏe ūŕƔƂƅŔ ʼnŕųŦŌ ƑƅŏErrors of Measurement
ಳřƈƆƄCFIraquoƅũŕŰśŦŔƓƍThe Comparative Fit IndexřƈƆƄRMRraquoƅũŕŰśŦŔƓƍRoot Mean Square ResidualiřƈƆƄRMSEAraquoƅũŕŰśŦŔƓƍRoot Mean Square Error Of
Approximation
řţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
ŗƒšŮƃŒŘœƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƄƃƐťƒƂƍřƃŒƑƄƆœŶƃŒfrac34ƒƄšřƃŒ
ƑſŮƈƅŔƓžřƔŗųƅŔŘŪƎŠƗŔŧŧŷ
ƓƊƂśƅŔŕƍŔƏśŬƈƏřƔŗųƅŔŘŪƎŠƗŔŘŧƏŠ ƑſŮƈƅŔŽũŻ
frac34ƍťŞƃŒƑƄŤŒťƃŒžœŪřƙŒŧœŕřŤŒŗރřƈ
ťƍƈŕƃŒťťŵ frac34ƆœŶƆŢœŕƈƍŧƂ
4 061 6 0724 5 0675
řƔŲũſƅŔ ũŗśŦśŬ ƑƆŷůƊś ƓśƅŔ řƔƊŕŝƅŔŚŕƈŧŦƅŔ ŘŧƏŠ ƉŏƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśřƔţŰƅŔũŕŗśŦŔiquestƜŦƉƈ
řŝƜŝƅŔ ŘŧƏŠƅŔ ŧŕŸŗƗ řŗŬƊƅŕŗ řƔŲũſƅŔ ƏƇŝ ƉƈŜƜŝ ũŕŗśŦŔŘŧţŔƏƅŔřƊƔŸƆƅŚƊŧƏśŬũŕŗśŦŔƇŔŧŦśŬŕŗƃƅŨƏƉƈ
řƔŧŕƔţƅŔřƈƔƂƅŕŗŚŕųŬƏśƈƅŔřżƅŕŗƅŔ) ΔϤϴϘϟ ώϠΒΗ
Neutral Value24ΚϴΣαΎϴϘϤϟϥαΎγϰϠϋΖΒδΘΣ
řƔţŰƅŔƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔ
37
frac34ƂŬƃŒŗƒšŮƃŒŘœƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƄƃƐťƒƂƍřƃŒƑƄƆœŶƃŒfrac34ƒƄšřƃŒ
œƋťƍƈŕƍŗƒšŮƃŒŘœƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƃŒťœŶŕŊ
ŖŧœŕŶƃŒŗŹœƒŮ
ũŧŕƁʼnŕŗųƗŔƏŽŕŮśƄŔƑƆŷƉƓƊŕŸƔƓśƅŔřƆƄŮƈƅŔűƔũƈƅŔŕƎƊƈ
ʼnŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔ ƑſŮƈƅŔƓžřƔƏŧƗŔũžŔƏś
ƑſŮƈƅŔƓžűƔũƈƅŔʼnŕſŮŘŧƏŠ ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸśšŕśſƊƛŔ ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸśřƈţũƅŔ
ŶƈʼnŕŗųƗŔiquestƈŕŸśƑŲũƈƅŔƇŔũśţƛŔ űƔũƈƆƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ
řƅŕţƅŔšũŮƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔűƔũƈƆƅřƔŲũƈƅŔ
ƑſŮƈƅŔƓžƉƔƆƈŕŸƅŔřƍŔŪƊ ƑſŮƈƅŔƑƅŏiquestŪƊƈƅŔƉƈřžŕŬƈƅŔ
ƑſŮƈƅŔƓžʼnŕŗųƗŔŧŧŷ
q15 q16 q17
frac34ƍťŞƃŒ
ťŶŕƃŒ
řƔţŰƅŔřƔŕŷũƅŔŧŸŗ ƓŗųƅŔũŧŕƄƅŔŧŸŗ
řƔţŰƅŔƀžŔũƈƅŔŧŸŗ
ŗƒƈœśƃŒŗƒŰŧŽƃŒ řƔŲũſƅŔ ũŗśŦśŬ
ƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśřƔţŰƅŔřŝƜŝƅŔ ŘŧƏŠƅŔ ŧŕŸŗƗ řŗŬƊƅŕŗ řƔŲũſƅŔ
řƔŷũžŚŕƔŲũžŘŧţŔƏƅŔřƊƔŸƆƅŚƊŧƏśŬũŕŗśŦŔƇŔŧŦśŬŕŗřƊũŕƂƈiquestƜŦřƔŧŕƔţƅŔřƈƔƂƅŕŗŚŕųŬƏśƈƅŔ
ΔϳΩΎϴΤϟNeutral Value
řƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśřƔţŰƅŔ
frac34ƍťŞƃŒ œƋťƍƈŕƍŗƒšŮƃŒŘœƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƃŒťœŶŕŊ
ŖŧœŕŶƃŒ ŖŧœŕŶƃŒŗŹœƒŮ ŨƆŧ
ŖŧœŕŶƃŒ ťŶŕƃŒ
ũŧŕƁʼnŕŗųƗŔűƔũƈƅŔŕƎƊƈ q01
řƔŕŷũƅŔřƔţŰƅŔ
ʼnŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔ q02 ƑſŮƈƅŔƓžřƔƏŧƗŔũžŔƏś q03
ƑſŮƈƅŔƓžűƔũƈƅŔʼnŕſŮŘŧƏŠ q05 ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸś q07
ũŧŕƄƅŔƓŗųƅŔ
ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸś q08 ŶƈʼnŕŗųƗŔiquestƈŕŸś q09
űƔũƈƆƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ q10 řƅŕţƅŔšũŮƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ
űƔũƈƆƅřƔŲũƈƅŔ q11
ƑſŮƈƅŔƓžƉƔƆƈŕŸƅŔřƍŔŪƊ q12 ƑſŮƈƅŔƑƅŏiquestŪƊƈƅŔƉƈřžŕŬƈƅŔ q13 ƀžŔũƈƅŔ
řƔţŰƅŔ ƑſŮƈƅŔƓžʼnŕŗųƗŔŧŧŷ q14
řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈocircũŮŷŜƅŕŝƅŔŧƆŠƈƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
38
ΎϫΎϧΩ ΔΑΎΠΘγϼϟ ρΎϘϧ ϊΑέ Ϧϣ ϥϮϜϣϭ Ύϫϼϋϭϰ ΔϤϴϘϟ ϥϮϜΘϓ
˰ϟΔϳϭΎδϣΔϳΩΎϴΤϟϭϰϮ Ϯϱ (ƔŕƈƄśōƓŗƒŰŧŽƃŒŗƒŵŧŽƃŒƕŒƏƃƍ
ƑƆŷƑƅƏƗŔřƔŷũſƅŔřƔŲũſƅŔůƊśƉŌřƔţŰƅŔřƔŕŷũƅŔŘŧƏŠƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśƇƁũiquestƏŧŠƅŔŢŲƏƔƏ
řƔŲũſƅŔ ƋŨƍũŕŗśŦŔşœŕśƊ ƇƁũiquestƏŧŠƅŔƉƈŴţƜƊŜƔţ ƉŌ Ɖƈ iquestƁŌ řƔƅŕƈśţƛŔ řƈƔƂƅŔžřƔŷũſƅŔ řƔŲũſƅŔ řţŰ ŚŗŝƊ
ƉŌƒŌ ƑƅƏƗŔŗŕŠƔŏiquestƄŮŗ ĻŕƔƏƊŸƈƃũŧŁś řƔţŰƅŔ řƔŕŷũƅŔ ŘŧƏŠƓƑŲũƈƅŔƉƈƉŌƑŲũƈƅŔƃũŧƔŜƔţ ʼnŕŗųƗŔƑƆŷ ŘũŧƂƅŔ ƇƎƔŧƅ
ŚƛŕţƆƅřƔƏŧƗŔřŗŬŕƊƈƑƅŏřžŕŲŏŧƔŠiquestƄŮŗűŔũƈƗŔůƔŦŮśʼnŕŗųƗŔ ŕƎŰŦŮƔ ƓśƅŔ řƔŲũƈƅŔűƔũƈƅŔ ʼnŕſŮ Ƒƅŏ ƒŧŎƔ ŕƈƈ
ŧƔŠiquestƄŮŗƑſŮƈƅŔƓžřƅƏƎŬŗřƔƏŧƗŔũžŔƏśƉŷƃƔƍŕƊ
ŗƒŰŧŽƃŒŗƒŵŧŽƃŒŗƒƈœśƃŒ řƔŲũſƅŔůƊś ƉŌ ƑƆŷ řƔƊŕŝƅŔ řƔŷũſƅŔƓŗųƅŔ ƇƁŕųƅŔ ŘŧƏŠ
ƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśƇƁũiquestƏŧŠƅŔŢŲƏƔƏřƔŲũſƅŔƋŨƍũŕŗśŦŔşœŕśƊŜƔţũƎŴƔřƊũśƂƈƅŔřƔƅŕƈśţƛŔřƈƔƂƅŔƉŌƉƈiquestƁŌŚƊŧƏśŬřƈƔƂŗƏƇŝƉƈřƔŲũſƅŔƋŨƍřţŰşśƊśŬƊ
ųƅŔ ƇƁŕųƅŔ ŘŧƏŠ ƉƏƄũŧƔ ƑŲũƈƅŔ ƉŌ ƒŌƓŗŕŠƔŏ iquestƄŮŗ ƓŗƔ ŜƔţ ƒƏƊŸƈƏiquestƈŕŸśƇŔũśţŕŗ ƑŲũƈƅŔ Ŷƈ ʼnŕŗųƗŔƉƏŷŔũƔƏ
ŕƈƄ ŕƎƅ řƂžŔũƈƅŔ řƔŬſƊƅŔ ƇƎśƅŕţƏ ƇƎŲũƈ ŽƏũŴƔ ŢƊƈƇƁŕųƅŔƓŗųƅŔƇƎŗ řƔŕƊŸƆƅƓžŕƄƅŔŚƁƏƅŔƑŲũƈƅŔŏƏ ƇƎŸŲƏƉŷ ƇƍũŕŗŦƓţŰƅŔ
frac34ƍťŞƃŒƏƃƍƕŒŗƒŵŧŽƃŒŗƒŰŧŽƃŒŧœŕřŤŒ
ŗƒƃœƆřšƙŒŗƆƒƀƃŒ žƍŧŽƃŒŧœŕřŤŒ
T-test ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ƃŒťŶŕ
13130000 131326062 2500 0592 3093 řƔŗųƅŔřƔŕŷũƅŔŘŧƏŠ
ŗƆƒƀƃŒŗƒƃœƆřšƙŒ žƍŧŽƃŒŧœŕřŤŒT-test ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ťŶŕƄƃŗƈƍƂƆƃŒťƍƈŕƃŒ
1313000 131322351 25 859 324 ũŧŕƁʼnŕŗųƗŔƏűƔũƈƅŔŕƎƊƈƓƊŕŸƔƓśƅŔřƆƄŮƈƅŔŽŕŮśƄŔƑƆŷƉ
1313000 131318045 25 821 307 ʼnŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔ
1313000 131315781 25 905 305 ƑſŮƈƅŔƓžřƔƏŧƗŔũžŔƏś
1313000 131314910 25 903 302 ƑſŮƈƅŔƓžűƔũƈƅŔʼnŕſŮŘŧƏŠ 1313ŗƃƙťƎƍřŪƆťƈŵĹœƒőœŮšōŗƃŒť
ŗƒŰŧŽƃŒŗƒŵŧŽƃŒŗśƃœśƃŒƉŌƑƆŷřŝƅŕŝƅŔřƔŷũſƅŔřƔŲũſƅŔůƊśřƔţŰƅŔƀžŔũƈƅŔŘŧƏŠ
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ƒƏƊŸƈƏ ƓŗŕŠƔŏ iquestƄŮŗƉƈ řƅƏƂŸƈ řžŕŬƈƅŔ ƇƍũŴƊ řƎŠƏ Ɖƈž
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Ɠƍ ŧŕŸŗŌ řŝƜŝ ƉƈŽƅōśƔ ŜƔţ ŧŕŸŗƗŔ ŧŧŸśƈ ũƔżśƈ ŘŧƏŠƀžŔũƈƅŔ ŘŧƏŠƏ ƓŗųƅŔ ƇƁŕųƅŔ ŘŧƏŠƏ řƔţŰƅŔ řƔŕŷũƅŔ
řƔţŰƅŔ ŘŧƏŠ řƈŕŸƅŔ ƓžŕŮƈƅŔ Ɠž ƑŲũƈƅŔ ƃũŧƔřƔţŰƅŔ ŚŕƈŧŦƅŔ
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ŚŕƈŧŦřƔũƏŬƓžřƈŕŸƅŔƓžŕŮƈƅŔŕƈƔŬƛiquestŕţƓžĉƔƊŧƏŠƏřƅřƆƂśŬƈƌŗŮƏŌřƆƂśŬƈŚŕœƔƍƑƅŏƓžŕŮƈƅŔƋŨƍiquestƔƏţśűũſś
ŧƁ ƋũƏŧŗ ŔŨƍƏřƔţŰƅŔ ŕƎśŕƈŧŦƇƔŧƂśʼnŕƂƅřƔƅŕƈ ĻŕƈƏŬũiquestƆƂƔřƔţŰƅŔŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔƉƈƇƏŬũƅŔ ƋŨƍiquestŗŕƂƔ Ƈƅŕƈ
Ŭţś řƔƅŕƈƅŔƉƔƋŨƍ Ɠž řƈŧƂƈƅŔ řƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ƓžƓžŕŮƈƅŔ
ŞŒŧƆƃŒordmordmordmŴgt ŞŔũſƅŔřƈŕŬŌřƔţŰƅŔřƔŕŷũƅŔŚŕƈŧŦŘŧƏŠƇƔƔƂś
ũŴƊ řƎŠƏ Ɖƈ řƔũƏŬ Ɠž ƓƅŕŸƅŔ ƇƔƆŸśƅŔ ŚŕƔſŮśŬƈ ƓžƑŲũƈƅŔƑŲũƈƅŔŕŲũūŕƔƂƅŞŨƏƈƊƀŮƈŧřŸƈŕŠřƆŠƈ
řƔƊƏƊŕƂƅŔƏřƔŧŕŰśƁƛŔƇƏƆŸƆƅ gt ŽƏũŬŦ iquestŕƈƄ ŧƈţƈ ƉƈƔŌ ŚŕƈŧŦƅŔ ƀƔƏŬś
řƔţŰƅŔ ŚŕƔſŮśŬƈƅŔ ŘũŔŧŏ Ɠž ƓŰŰŦśƅŔ ƇƏƆŗŧƅŔ ŜţŗŕƔƊŕųƔũŗƅŔŪƄũƈƅŔƙŔřƔƈƊśƆƅƒũŕŮśŬƛŔƓƅƏŧŔŧũřƔ
gt ƒũƄŗƅŔ ũŬŕƔ ũƈŕŝ řƔţŰƅŔ ŚŕƈŧŦƅŔ ƀƔƏŬśƉŕƈŷŶƔŪƏśƅŔƏũŮƊƆƅřƔƈƆŸƅŔƒũƏŪŕƔƅŔũŔŧ
gt ĺŔ ƀŪũ řƆŦƊ ŘŧƔŕŷ iquestƔƆţśƅŔ Ɠž ƉƔŝţŕŗƅŔ iquestƔƅŧƓœŕŰţƙŔŘũƍŕƂƅŔřſƅŎƈƅŔ
gt ƓŗŷŪƅŔŧƈţŪƔŕžƐƏśŬƈƅʼnƜƈŸƅŔŚŕŸƁƏśƏʼnŔũŊƓžřƆƈŕŸƅŔƒƏƆŦƅŔiquestŕŰśƛŔŚŕƄũŮƉƈřƈŧƂƈƅŔřƈŧŦƅŔŘŧƏŠ
ƉŧũƗŔ iquestŕƈŷƗŔ ŘũŔŧŏ Ɠž řƔƊŧũƗŔ řƆŠƈƅŔ
gt ŗƔŔũŻƒŪƏžřƓţŗũ ŭƈƍŧ ƇƔŸƊ ŧŗŷ ƉƔƈŌ ŧƅŕŦ ƉŬţƅŔŘũŕŗŠƏŗŌƓƊŕƍƏĺŔƓžƓƈƆŸƅŔŜţŗƅŔŖƔƅŕŬŌ
řƔƊŕŬƊƙŔƏřƔŷŕƈśŠƛŔƇƏƆŸƅŔƉŕƈŷiquestœŔƏũŔŧ gt ƓƅŕŬŸƅŔŖƔŧŌŧƈţƈŶƁŔƏƅŔũƔƏųśŚŕŗƆųśƈƏŶƁŔƏ
ƓţŰƅŔ ƓžŕƂŝƅŔ ũƔƏųśƅŔƏ ƓƈƆŸƅŔ ŜţŗƆƅ ƓƊųƏƅŔ ũƈśŎƈƅŔƀŮƈŧ
gt ƓƆŷ ƉŕƈƔƆŬ Ə ƇƏũŮŦƅŔ ŧƈţƈ ƀũſƅŔ ũŝŌřƈƜŸƆƅ ƃƆƎśŬƈƅŔ ʼnƛƏ ƑƆŷ řƄũŧƈƅŔ ŘŧƏŠƅŔƏ ƃũŧƈƅŔ
řƔũ੶ƅŔ řƔƊƏƊŕƂƅŔƏ řƔŧŕŰśƁƛŔ ƇƏƆŸƆƅ ƀŮƈŧ řŸƈ੠řƆŠƈ
gt ŭƏƄƏƔƍřƆƈŕŮƅŔŘŧƏŠƅŔŘũŔŧŏƑƆŷŚŕƂƔŗųśƓţŰƅŔŵŕųƂƅŔƏƒŧƈţƗŔŧƔŕŷƉŗiquestƜųŧŗŷŧŸŬŧƅŕŦ
ƉƏƈŠũśƈƅŔŧŸŬŪƔŪŸƅŔƉŕƈŷŶƔŪƏśƅŔƏũŮƊƆƅiquestœŔƏũŔŧ gt řƔũƏŬƅŔ řţŰƅŔ ŘũŔŪƏ řƔţŰƅŔ ŚŔũŮŎƈƅŔ
ŧŔŧũśŬƛŔ ťƔũŕśƉŔũƔŪţ řţŰƅŔ ŘũŔŪƏ Ɖƈ řƔũƏŬƅŔhttpmohgovsy
gt ƓƄũƄƅŔ ũŰŕƊ ŧƈţƈ ƇŕŬƏ ŘŧƏŠŚŕƈŧŦƅŔƉƔųŬƆžƓž řƔŬžŕƊśƅŔ ŘŪƔƈƅŔƀƔƂţśƑƆŷ ŕƍũŝŌ Ə řƔžũŰƈƅŔ
ƉœŕŗŪƅŔ Ə ƉƔƔũŔŧƙŔ ũŴƊ řƎŠƏ ƉƈũƔŻ ũƔśŬŠŕƈ řƅŕŬũƓƈƆŸƅŔŜţŗƅŔƏŕƔƆŸƅŔŚŕŬŔũŧƅŔřƔƆƄiquestƔƆŦƅŔřŸƈŕŠŘũƏŮƊƈ
iquestƔƆŦƅŔ gt ƉŕųƆŬ ƇƔŬƏ Ɠž řƈŧƂƈƅŔŚŕƈŧŦƅŔ ŘŧƏŠũƔƏųś
ƓƈƏƄţƅŔ iquestƔƆŦƅŔ ƑſŮśŬƈƔƅŕŷř řŸŬƅŔ ŘũŔŧŏ iquestƜŦ ƉƈřƔŠŕśƊƙŔiquestƔƆŦƅŔ řŸƈ੠iquestƔƆŦƅŔ ŕƔƆŸƅŔ ŚŕŬŔũŧƅŔ řƔƆƄ
ƓƈƆŸƅŔŜţŗƅŔƏ gt řƅŧŕŗŸƅŔ Ɖŕƈŝŷ iquestƜų Ə ũƏŮŕŷ ƉƔŬţŽŬƏƔ
ŕƔƆŸƅŔ ŚŕŬŔũŧƅŔ Ɠž řƔƈƔƆŸśƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ūŕƔƁ řƅŕţ şƈŕƊũŗMBAŘŪżŗ řƔƈƜŬƙŔ řŸƈŕŠƅŔ Ɠž řŸƈ੠řƆŠƈƑŰƁƗŔ
[14] Andaleeb S (2000) Public and Private Hospitals in Bangladesh service quality and predictors of hospital choice Health Policy and Planning 15(1) 95-102
[15] Babakus E amp Mangold W (1992) Adapting the SERVQUAL scale to hospital services an empirical investigation Health Services Research 26(6) 767-786
[16] Bentler P M (1992) On the fit of models to covariances and methodology to the Bulletin Psychological Bulletin 112(3) 400-404
řƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
[17] Bhandari L (2006) Social infrastructure urban health and education Retrieved June 15 2011 from httpwww3inetworkorgreportsIIR2006Social_Infrapdf
[18] Bolton R amp Drew J (1988) A model of perceived service value technical note 88-420 Waltham MA GTE Laboratories
[19] Bos A Vosselman N Hoogstraten J amp Prahl-Andersen B (2005) Patient Compliance A Determinant of Patient Satisfaction Angle Orthodontist 75(4) 526531
[20] Calnan M (1988) Towards a conceptual framework of lay evaluation of health care Social Sciences and Medicine 27(9) 927-933
[21] Choi K-S Cho W-H Lee S Lee H amp Kim C (2004) The relationships among quality value satisfaction and behavioral intention in health care provider choice A South Korean study Journal of Business Research 57(8) 913 921
[22] Donabedian A (1992) Defining and measuring the quality of health care Williams amp Wilkins Baltimore MD
[23] Dutton D B Gomby D amp Fowles J (1985) Satisfaction with Childrens Medical Care in
Six Different Ambulatory settings Medical Care 23(7) 894-912
[24] Elleuch A (2008) Patient satisfaction in Japan International Journal of Health Care Quality Assurance 21(7) 692-705
[25] Fitzpatrick R (1991) Survey of patient satisfaction I- important general considerations BMJ 302(6781) 887-889
[26] Gill L amp White L (2009) A critical review of patient satisfaction Leadership in Health Services 22(1) 8-19
[27] Haddad S Founier P amp Potvin L (1998b) Measuring lay peoples perceptions of the quality of primary health care services in developing countries Validation of a 20-item scale International journal for Quality in Health Cam 10(2) 93-104
[28] Haddad S Fournier P Machouf N amp Yatara F (1998a) What does quality mean to lay people Community perceptions of primary care services in Guinea Social Science and Medicine 47(3) 381-394
[29] Haddad S Potvin L Roberge D Pineault R amp Remondin M (2000) Patient perception of quality following a visit to a doctor in a primary care unit Family Practice 17(1) 21-29
[30] Hu L-T amp Bentler P M (1995) Evaluating model fit In R Hoyle (Ed) Structural equation modeling Concepts issues and
applications (pp 7699) Thousand Oaks CA Sage
[31] Jawahar S K (2007) A Study on out Patient Satisfaction of a Super Specialty Hospital in India Internet Journal of Medical Update 2(2) 13-17
[32] Jenkinson C Coulter A Bruster S Richards N amp Chandola T (2002) Patients experiences and satisfaction with health care Quality and Safety in Health Care 11(4) 335-339
[33] Joumlreskog K G amp Soumlrbom D (1989) LISREL 7 users reference guide Chicago Scientific Software
[34] Kilincer C amp Zileli M (2006) Visual Analog patient Satisfaction Scale Balkan Medical Journal 23(3) 113-118
[35] Kotler P amp Armstrong G (1994) Marketing Management Analysis planning Implementation and Control New Jersy Hall Engle wood cliffs
[36] Lim P C amp Tang N (2000) A study of patients expectations and satisfaction in Singapore hospitals International Journal of Health Care Quality Assurance 13(7) 290-299
[37] MacCallum R C Browne M W amp Sugawara H M (1996) Power analysis and determination of sample size for covariance structure modeling Psychological Methods 1(2) 130-149
[38] Naidu A (2009) Factors affecting patient satisfaction and healthcare quality International Journal of Health Care Quality Assurance 22(4) 366-381
[39] Nakijima H (1997) Better Health Through better life of Recourses World Health The Magazine of (WHO) 50th year(5) 9-10
[40] Palmer R (1991) Considerations in defining quality of care Health Administration Press Ann Arbor MI
[41] Parasuraman A Berry L amp Zeithaml V (1993) More on improving service quality measurement Journal of Retailing 69(1) 140-147
[42] Parasuraman A Zeithaml V amp Berry L (1985) A conceptual model of service quality and its implications for future research Journal of Marketing 49(4) 41-50
[43] Parasuraman A Zeithaml V amp Berry L (1988) SERVQUAL a multiple-item scale for measuring consumer perceptions of service quality Journal of Retailing 64(1) 12-40
[44] Parasuraman A Zeithaml V amp Berry L (1991) Refinement and reassessment of the
řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈocircŧƆŠƈƅŔũŮŷŜƅŕŝƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
SERVQUAL scale Journal of Retailing 67(4) 420-450
[45] Parasuraman A Zeithaml V amp Berry L (1994a) Alternating scales for measuring service quality a comparative assessment based on psychometric and diagnostic criteria Journal of Retailing 70(3) 201-230
[46] Parasuraman A Zeithaml V amp Berry L (1994b) Reassessment of expectations as a comparison standard in measuring service quality implications for further research Journal of Marketing 58(1) 111-124
[47] Rao K Peters D amp Bandeen-Roche K (2006) Towards Patient-centred health services in India a scale to measure patients perception of quality International Journal for Quality in Health Care 18(6) 414-421
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[50] Smithson M (2005) Statistics with confidence Thousand Oaks CA Sage Publications
[51] Smits H Leatherman S amp Berwick D (2002) Quality Improvement in the Developing World International Journal for Quality in Health Care 14(6) 439-440
[52] Sofaer S amp Firminger K (2005) Patient perceptions of the quality of health services Annual Review of Public Health 26( April) 513-559
[53] Sohail M S (2003) Service quality in hospitals more favourable than you might think Managing Service Quality 13(3) 197-206
[54] Sreenivas T amp Prasad G (2003) Patient Satisfaction - A Comparative Study Journal of the Academy of Hospital Administration 15(2) 7-12
[55] Tharenou P Donohue R amp Cooper B (2007) Management Research Methods Cambridge Cambridge University Press
[56] Thomas J W amp Penchansky R (1984) Relating Satisfaction With Access to Utilization of Services Medical Care 22(6) 553-568
[57] Thomason J amp Edwards K (1991) Using indicators to assess quality of hospital services in Papua New Guinea International Journal on Health Planning Management 6(4) 309-324
[58] Wilde-Larsson B amp Bergstrom K (2005) Adolescents perception of the quality of
orthodontic treatment Scandinavian Journal of Caring Sciences 19(2) 95-101
[59] Zeithaml V (1988) Consumer perceptions of price quality and value a means-end model and synthesis of evidence Journal of Marketing 52(3) 2-22
[60] Zeithaml V Berry L amp Parasuraman A (1993) The nature and determinants of customer expectations of service Journal of the Academy of Marketing Science 21(1) 1-12
[61] Zeithaml V Berry L amp Parasuraman A (1996) The behavioural consequences of service quality Journal of Marketing 60(2) 31-46
[62] Zeithaml V Parasuraman A amp Berry L (1985) Problems and strategies in services marketing Journal of Marketing 49(2) 33-46
[63] Zeithaml V Parasuraman A amp Berry L (1990) Delivering Quality Service Balancing Customer Perceptions and Expectations New York Free Press
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ƁřŧŰšƇƆƏŞŧƒŗŶŕœřƆŵŗŕœŞƗŒƇƕŒŗƄőŪƓŒřŖŧœŬōŴŰƍŕŗƒƁřŕœŞōfrac34śƆƒƐŦƃŒƇœƂƆƃŒƑż
ƗŒŗŕœŞ frac34ŒŌŪƃŒ ƅſŧfrac34ŒŌŪƃŒ
ƉƔũŧŕƁũƔŻ ƛŌŽũŷ ƑƅŏƉƔũŧŕƁŕƈŧţ ũŧŕƁƏĻŔŧŠƉ ũŧŕƁʼnŕŗųƗŔiquestƍƃƔŌũŗƏƉƓśƅŔřƆƄŮƈƅŔŽŕŮśƄŔƑƆŷ
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ŽũŷŌƛ ƓśƅŔƇŕŷiquestƄŮŗ
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ŘŧƔŠũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏŘŧƔŠ ŘŧƔŠ ƑſŮƈƅŔŕƎƈŧƂśƓśƅŔřƔƏŧƗŔ 4
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ĻŕƔŗŬƊ ŧƔŠiquestƄŮŗƉƏĿſŮąƔ ƅŔƑŲũƈƅŔƉƔŨƑſŮƈƅŔƋŨƎŗƇƎŗƑƊŸąƔ 5
ŧƔŠũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏŧƔŠ ŧƔŠ iquestƄŮŗƇƍŕŲũƈʼnŕſŮƉƏŸŗŕśƔƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔ 6
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ŽũŷŌƛ ŕƈŧţƑƅŏŢśſƊƈ ŢśſƊƈ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 7
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ŽũŷŌƛ ŕƈŧţƑƅŏƇƔţũ ƇƔţũ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 8
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ŽũŷŌƛ ŕƈŧţƑƅŏƇũśţƈ Ƈũśţƈ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 9
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƇƍŕŲũƈƅʼnŕŗųƗŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ 10
ċŽŕƄũƔŻ ŽũŷŌƛ ĻŕƔŗŬƊċŽŕƄ ċŽŕƄ ƇƎƅŔƏţũŮƔƅƇƍŕŲũƈƅʼnŕŗųƗŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔƉŷ
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ŔƏŬƔƅƉƔƎƔŪƊ ŽũŷŌƛ ƉƏƎƔŪƊŧţƑƅŏŕƈ
ƉƏƎƔŪƊ ƑſŮƈƅŔŔŨƍƓžƉƏƆƈŕŸƅŔ 12
řƅƏƂŸƈŚŬƔƅ ŽũŷŌƛ ŕƈŧţƑƅŏřƅƏƂŸƈ řƅƏƂŸƈ ƑſŮƈƅŔƑƅŏƃśƔŗƉƈřžŕŬƈƅŔ 13
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƑſŮƈƅŔŔŨƍƓžʼnŕŗųƗŔŧŧŷ 14
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ŧŧŷƑſŮƈƅŔƋŨƍƓžřƔŗųƅŔŘŪƎŠƗŔ 15
ũƔŻŘŧƔŠ ŽũŷŔƛ ŕƈŕŷƏƊŘŧƔŠ ŘŧƔŠ ƃƔŌũŗ ĻŕƔƊƂśŘũƏųśƈƏŘŧƔŠƑſŮƈƅŔƓžŘŪƎŠƗŔiquestƍ 16
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ƃŒŧŒŧƂř ƇœƒŕƃŒ ŧƒźřƆƃŒ Ƒśţiquestū
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ŧŕŸŗŌřŝƜŝƑƅŏƒƏƊŸƈEgraveiquestƄŮŗ şƈŕƊũŗ iquestƜŦ Ɖƈ řƔŲũſƅŔ ƋŨƍ ũŗśŦśŬ13AMOSũŔŧŰƙŔ
ƇƁũ iquestƏŧŠƅŔ ƉĉƔŗƔƏ ƇƁũ iquestƄŮƅŔƏ ũŕŗśŦŔ şœŕśƊƑƅƏƗŔřƔŲũſƅŔ
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frac34ƍťŞƃŒƏƃƍƕŒŗƒŰŧŽƃŒŧœŕřŤŒŝőœřƈ
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ŗރřƈƃŒŧƔŠiquestƔŝƈśŞŨƏƈƊƆƅ
ŧƔŠiquestƔŝƈśŞŨƏƈƊƆƅ
ŧƔŠiquestƔŝƈśŞŨƏƈƊƆƅ
ƇƁũ iquestƄŮƅŔ iquestƜŦ Ɖƈ ƇƁũ iquestƏŧŠƅŔ Ə řţŰşśƊśŬƊƑƅƏƗŔ řƔŲũſƅŔƜƈƅŔ ũŮŎƈ Ɖƈ įiquestƄ ƇƔƁ Ɖŏ ŜƔţʼnƉũŕƂƈƅŔ řƈ
CFIuumlƏ ƓƁŔƏŗƅŔ Ŷŗũƈƅ ƓŗŕŬţƅŔ ųŬƏƅŔ ũŨŠRMRyacuteũŨŠƏũƔŧƂśƅŔ ōųŦŶŗũƈƅƓŗŕŬţƅŔųŬƏƅŔRMSEAkƑƅŏũƔŮśŚƊŕƄ
ƉŌƅŔŞŨƏƈƊƆƅŧƔŠiquestƔŝƈśJoreskog amp Sorbom 1989 Hu amp Bentler 1995 Bentler 1992 MacCallum et al
1996ƑƆŷŌŕƎŸƔƈŠŚƊŕƄŤŕŗƊƏũƄŚƜƈŕŸƈƇƔƁƉŌƑƅŏřžŕŲŏ Ɖƈ ƇƁũ iquestƏŧŠƅŔ ƉĉƔŗƔ ŕƈƄƏƇŝ Ɖƈ iquestƏƂƅŔ ƉƄƈƔŏƉ
ūƔƔŕƂƈƅŔřŝƜŝƅŔ ƓƆŦŔŧƅŔ Śŕŗŝƅŕŗ Ŷśƈśś ĺŔ ƀŪũ ŕƈƄiquestƏƂƅŔ ŕƊƊƄƈƔŏřŝƜŝƑƅŏ ƇŬƂƊśřƔţŰƅŔŚŕƈŧŦƆƅřƄũŧƈƅŔ ŘŧƏŠƅŔƉ
ƓƍŧŕŸŗŌřƔŕŷũƅŔŕƈƄřƔţŰƅŔƀžŔũƈƅŔƏƓŗųƅŔũŧŕƄƅŔƏřƔţŰƅŔ ƇƁũiquestƄŮƅŔŢŲƏƔ ƇƁũiquestƏŧŠƅŔƏŪƏƈũũƔŮśŜƔţ q
ŪƏƈũ ũƔŮś ŕƈƊƔŗ ūƔƔŕƂƈƅŔ ŧƏƊŗ Ƒƅŏe ūŕƔƂƅŔ ʼnŕųŦŌ ƑƅŏErrors of Measurement
ಳřƈƆƄCFIraquoƅũŕŰśŦŔƓƍThe Comparative Fit IndexřƈƆƄRMRraquoƅũŕŰśŦŔƓƍRoot Mean Square ResidualiřƈƆƄRMSEAraquoƅũŕŰśŦŔƓƍRoot Mean Square Error Of
Approximation
řţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
ŗƒšŮƃŒŘœƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƄƃƐťƒƂƍřƃŒƑƄƆœŶƃŒfrac34ƒƄšřƃŒ
ƑſŮƈƅŔƓžřƔŗųƅŔŘŪƎŠƗŔŧŧŷ
ƓƊƂśƅŔŕƍŔƏśŬƈƏřƔŗųƅŔŘŪƎŠƗŔŘŧƏŠ ƑſŮƈƅŔŽũŻ
frac34ƍťŞƃŒƑƄŤŒťƃŒžœŪřƙŒŧœŕřŤŒŗރřƈ
ťƍƈŕƃŒťťŵ frac34ƆœŶƆŢœŕƈƍŧƂ
4 061 6 0724 5 0675
řƔŲũſƅŔ ũŗśŦśŬ ƑƆŷůƊś ƓśƅŔ řƔƊŕŝƅŔŚŕƈŧŦƅŔ ŘŧƏŠ ƉŏƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśřƔţŰƅŔũŕŗśŦŔiquestƜŦƉƈ
řŝƜŝƅŔ ŘŧƏŠƅŔ ŧŕŸŗƗ řŗŬƊƅŕŗ řƔŲũſƅŔ ƏƇŝ ƉƈŜƜŝ ũŕŗśŦŔŘŧţŔƏƅŔřƊƔŸƆƅŚƊŧƏśŬũŕŗśŦŔƇŔŧŦśŬŕŗƃƅŨƏƉƈ
řƔŧŕƔţƅŔřƈƔƂƅŕŗŚŕųŬƏśƈƅŔřżƅŕŗƅŔ) ΔϤϴϘϟ ώϠΒΗ
Neutral Value24ΚϴΣαΎϴϘϤϟϥαΎγϰϠϋΖΒδΘΣ
řƔţŰƅŔƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔ
37
frac34ƂŬƃŒŗƒšŮƃŒŘœƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƄƃƐťƒƂƍřƃŒƑƄƆœŶƃŒfrac34ƒƄšřƃŒ
œƋťƍƈŕƍŗƒšŮƃŒŘœƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƃŒťœŶŕŊ
ŖŧœŕŶƃŒŗŹœƒŮ
ũŧŕƁʼnŕŗųƗŔƏŽŕŮśƄŔƑƆŷƉƓƊŕŸƔƓśƅŔřƆƄŮƈƅŔűƔũƈƅŔŕƎƊƈ
ʼnŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔ ƑſŮƈƅŔƓžřƔƏŧƗŔũžŔƏś
ƑſŮƈƅŔƓžűƔũƈƅŔʼnŕſŮŘŧƏŠ ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸśšŕśſƊƛŔ ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸśřƈţũƅŔ
ŶƈʼnŕŗųƗŔiquestƈŕŸśƑŲũƈƅŔƇŔũśţƛŔ űƔũƈƆƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ
řƅŕţƅŔšũŮƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔűƔũƈƆƅřƔŲũƈƅŔ
ƑſŮƈƅŔƓžƉƔƆƈŕŸƅŔřƍŔŪƊ ƑſŮƈƅŔƑƅŏiquestŪƊƈƅŔƉƈřžŕŬƈƅŔ
ƑſŮƈƅŔƓžʼnŕŗųƗŔŧŧŷ
q15 q16 q17
frac34ƍťŞƃŒ
ťŶŕƃŒ
řƔţŰƅŔřƔŕŷũƅŔŧŸŗ ƓŗųƅŔũŧŕƄƅŔŧŸŗ
řƔţŰƅŔƀžŔũƈƅŔŧŸŗ
ŗƒƈœśƃŒŗƒŰŧŽƃŒ řƔŲũſƅŔ ũŗśŦśŬ
ƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśřƔţŰƅŔřŝƜŝƅŔ ŘŧƏŠƅŔ ŧŕŸŗƗ řŗŬƊƅŕŗ řƔŲũſƅŔ
řƔŷũžŚŕƔŲũžŘŧţŔƏƅŔřƊƔŸƆƅŚƊŧƏśŬũŕŗśŦŔƇŔŧŦśŬŕŗřƊũŕƂƈiquestƜŦřƔŧŕƔţƅŔřƈƔƂƅŕŗŚŕųŬƏśƈƅŔ
ΔϳΩΎϴΤϟNeutral Value
řƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśřƔţŰƅŔ
frac34ƍťŞƃŒ œƋťƍƈŕƍŗƒšŮƃŒŘœƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƃŒťœŶŕŊ
ŖŧœŕŶƃŒ ŖŧœŕŶƃŒŗŹœƒŮ ŨƆŧ
ŖŧœŕŶƃŒ ťŶŕƃŒ
ũŧŕƁʼnŕŗųƗŔűƔũƈƅŔŕƎƊƈ q01
řƔŕŷũƅŔřƔţŰƅŔ
ʼnŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔ q02 ƑſŮƈƅŔƓžřƔƏŧƗŔũžŔƏś q03
ƑſŮƈƅŔƓžűƔũƈƅŔʼnŕſŮŘŧƏŠ q05 ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸś q07
ũŧŕƄƅŔƓŗųƅŔ
ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸś q08 ŶƈʼnŕŗųƗŔiquestƈŕŸś q09
űƔũƈƆƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ q10 řƅŕţƅŔšũŮƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ
űƔũƈƆƅřƔŲũƈƅŔ q11
ƑſŮƈƅŔƓžƉƔƆƈŕŸƅŔřƍŔŪƊ q12 ƑſŮƈƅŔƑƅŏiquestŪƊƈƅŔƉƈřžŕŬƈƅŔ q13 ƀžŔũƈƅŔ
řƔţŰƅŔ ƑſŮƈƅŔƓžʼnŕŗųƗŔŧŧŷ q14
řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈocircũŮŷŜƅŕŝƅŔŧƆŠƈƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
38
ΎϫΎϧΩ ΔΑΎΠΘγϼϟ ρΎϘϧ ϊΑέ Ϧϣ ϥϮϜϣϭ Ύϫϼϋϭϰ ΔϤϴϘϟ ϥϮϜΘϓ
˰ϟΔϳϭΎδϣΔϳΩΎϴΤϟϭϰϮ Ϯϱ (ƔŕƈƄśōƓŗƒŰŧŽƃŒŗƒŵŧŽƃŒƕŒƏƃƍ
ƑƆŷƑƅƏƗŔřƔŷũſƅŔřƔŲũſƅŔůƊśƉŌřƔţŰƅŔřƔŕŷũƅŔŘŧƏŠƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśƇƁũiquestƏŧŠƅŔŢŲƏƔƏ
řƔŲũſƅŔ ƋŨƍũŕŗśŦŔşœŕśƊ ƇƁũiquestƏŧŠƅŔƉƈŴţƜƊŜƔţ ƉŌ Ɖƈ iquestƁŌ řƔƅŕƈśţƛŔ řƈƔƂƅŔžřƔŷũſƅŔ řƔŲũſƅŔ řţŰ ŚŗŝƊ
ƉŌƒŌ ƑƅƏƗŔŗŕŠƔŏiquestƄŮŗ ĻŕƔƏƊŸƈƃũŧŁś řƔţŰƅŔ řƔŕŷũƅŔ ŘŧƏŠƓƑŲũƈƅŔƉƈƉŌƑŲũƈƅŔƃũŧƔŜƔţ ʼnŕŗųƗŔƑƆŷ ŘũŧƂƅŔ ƇƎƔŧƅ
ŚƛŕţƆƅřƔƏŧƗŔřŗŬŕƊƈƑƅŏřžŕŲŏŧƔŠiquestƄŮŗűŔũƈƗŔůƔŦŮśʼnŕŗųƗŔ ŕƎŰŦŮƔ ƓśƅŔ řƔŲũƈƅŔűƔũƈƅŔ ʼnŕſŮ Ƒƅŏ ƒŧŎƔ ŕƈƈ
ŧƔŠiquestƄŮŗƑſŮƈƅŔƓžřƅƏƎŬŗřƔƏŧƗŔũžŔƏśƉŷƃƔƍŕƊ
ŗƒŰŧŽƃŒŗƒŵŧŽƃŒŗƒƈœśƃŒ řƔŲũſƅŔůƊś ƉŌ ƑƆŷ řƔƊŕŝƅŔ řƔŷũſƅŔƓŗųƅŔ ƇƁŕųƅŔ ŘŧƏŠ
ƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśƇƁũiquestƏŧŠƅŔŢŲƏƔƏřƔŲũſƅŔƋŨƍũŕŗśŦŔşœŕśƊŜƔţũƎŴƔřƊũśƂƈƅŔřƔƅŕƈśţƛŔřƈƔƂƅŔƉŌƉƈiquestƁŌŚƊŧƏśŬřƈƔƂŗƏƇŝƉƈřƔŲũſƅŔƋŨƍřţŰşśƊśŬƊ
ųƅŔ ƇƁŕųƅŔ ŘŧƏŠ ƉƏƄũŧƔ ƑŲũƈƅŔ ƉŌ ƒŌƓŗŕŠƔŏ iquestƄŮŗ ƓŗƔ ŜƔţ ƒƏƊŸƈƏiquestƈŕŸśƇŔũśţŕŗ ƑŲũƈƅŔ Ŷƈ ʼnŕŗųƗŔƉƏŷŔũƔƏ
ŕƈƄ ŕƎƅ řƂžŔũƈƅŔ řƔŬſƊƅŔ ƇƎśƅŕţƏ ƇƎŲũƈ ŽƏũŴƔ ŢƊƈƇƁŕųƅŔƓŗųƅŔƇƎŗ řƔŕƊŸƆƅƓžŕƄƅŔŚƁƏƅŔƑŲũƈƅŔŏƏ ƇƎŸŲƏƉŷ ƇƍũŕŗŦƓţŰƅŔ
frac34ƍťŞƃŒƏƃƍƕŒŗƒŵŧŽƃŒŗƒŰŧŽƃŒŧœŕřŤŒ
ŗƒƃœƆřšƙŒŗƆƒƀƃŒ žƍŧŽƃŒŧœŕřŤŒ
T-test ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ƃŒťŶŕ
13130000 131326062 2500 0592 3093 řƔŗųƅŔřƔŕŷũƅŔŘŧƏŠ
ŗƆƒƀƃŒŗƒƃœƆřšƙŒ žƍŧŽƃŒŧœŕřŤŒT-test ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ťŶŕƄƃŗƈƍƂƆƃŒťƍƈŕƃŒ
1313000 131322351 25 859 324 ũŧŕƁʼnŕŗųƗŔƏűƔũƈƅŔŕƎƊƈƓƊŕŸƔƓśƅŔřƆƄŮƈƅŔŽŕŮśƄŔƑƆŷƉ
1313000 131318045 25 821 307 ʼnŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔ
1313000 131315781 25 905 305 ƑſŮƈƅŔƓžřƔƏŧƗŔũžŔƏś
1313000 131314910 25 903 302 ƑſŮƈƅŔƓžűƔũƈƅŔʼnŕſŮŘŧƏŠ 1313ŗƃƙťƎƍřŪƆťƈŵĹœƒőœŮšōŗƃŒť
ŗƒŰŧŽƃŒŗƒŵŧŽƃŒŗśƃœśƃŒƉŌƑƆŷřŝƅŕŝƅŔřƔŷũſƅŔřƔŲũſƅŔůƊśřƔţŰƅŔƀžŔũƈƅŔŘŧƏŠ
ƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśƇƁũiquestƏŧŠƅŔŢŲƏƔƏřƔŲũſƅŔ ƋŨƍũŕŗśŦŔşœŕśƊ ƉƈŴţƜƊŜƔţƇƁũiquestƏŧŠƅŔ ƉŌ
řƔţŰƅŔƀžŔũƈƅŔ ŘŧƏŠ ŧŸŗƅ řƔƅŕƈśţƛŔ řƈƔƂƅŔƋŧƏƊŗřƆƈŕƄŔŧŷ ŕƈũƔŦƗŔŧƊŗƅŔƑſŮƈƅŔŽũżŗųŗśũƈƅŔƉƈiquestƁŌžřţŰşśƊśŬƊřƔŲũſƅŔ ƋŨƍřƔţŰƅŔ ƀžŔũƈƅŔ ŘŧƏŠ ƉƏƄũŧƔ ƑŲũƈƅŔ ƉŌ ƒŌ
ƒƏƊŸƈƏ ƓŗŕŠƔŏ iquestƄŮŗƉƈ řƅƏƂŸƈ řžŕŬƈƅŔ ƇƍũŴƊ řƎŠƏ Ɖƈž
Ƒƅŏ iquestŪƊƈƅŔƑſŮƈƅŔŪƄũƈ Ɠž ƓžŕŮƈƅŔ ƋŨƍ ŶŲƏƈś ƇƄţŗ ŔŨƍƏřƊƔŧƈƅŔċŽŕƄ ʼnŕŗųƗŔ ŧŧŷ ƉŌ ŧŠƊ ŕƈƄŘũžƏśƈ řƔŗųƅŔ ŘŪƎŠƗŔƏ
ŚŕſŰŔƏƈŗƏŘŧƔŠ
řţŰşśƊśŬƊřƂŗŕŬƅŔřƔŷũſƅŔŚŕƔŲũſƅŔũŕŗśŦŔşœŕśƊiquestƜŦƉƈřƔŬŕŬƗŔ řƔŲũſƅŔřŸŗŕśƅŔ řƈŕŸƅŔ ƓžŕŮƈƅŔ Ɠž ƑŲũƈƅŔ ƉŌ ƒŌ
ƊƔŧƈ Ɠž řţŰƅŔ ŘũŔŪƏƅřƔţŰƅŔŚŕƈŧŦƅŔ ŘŧƏŠ ƉƏƄũŧƔ ƀŮƈŧ řƒƏƊŸƈƏƓŗŕŠƔŏiquestƄŮŗřƈŧƂƈƅŔ
řƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
frac34ƍťŞƃŒŗƒƈœśƃŒŗƒŵŧŽƃŒŗƒŰŧŽƃŒŧœŕřŤŒŝőœřƈ
ŗƆƒƀƃŒŗƒƃœƆřšƙŒ
žƍŧŽƃŒŧœŕřŤŒT-test
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žƍŧŽƃŒŧœŕřŤŒT-test
ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ŗƒŵŧŽƃŒťƍƈŕƃŒ
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1313000 13139756 25 971 286 ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸśřƈţũƅŔ
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ŗƒƃœƆřšƙŒŗƆƒƀƃŒ žƍŧŽƃŒŧœŕřŤŒT-test
ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ŧƒźřƆƃŒ
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1313ŗƃƙťƎƍřŪƆťƈŵĹœƒőœŮšōŗƃŒť
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őœřƈƃŒordmordmordmŝ ƏƍƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔţŰƅŔŚŕƈŧŦƅŔŘŧƏŠũƔżśƈƉŏ
Ɠƍ ŧŕŸŗŌ řŝƜŝ ƉƈŽƅōśƔ ŜƔţ ŧŕŸŗƗŔ ŧŧŸśƈ ũƔżśƈ ŘŧƏŠƀžŔũƈƅŔ ŘŧƏŠƏ ƓŗųƅŔ ƇƁŕųƅŔ ŘŧƏŠƏ řƔţŰƅŔ řƔŕŷũƅŔ
řƔţŰƅŔ ŘŧƏŠ řƈŕŸƅŔ ƓžŕŮƈƅŔ Ɠž ƑŲũƈƅŔ ƃũŧƔřƔţŰƅŔ ŚŕƈŧŦƅŔ
ƒƏƊŸƈƏƓŗŕŠƔŏiquestƄŮŗřŝƜŝƅŔŕƍŧŕŸŗƗ ƒŮƍřƃŒordmordmordmŘœ
ƉƔśŠƔśƊƅŔƑƆŷćʼnŕƊŗƉƔśƂŗŕŬƅŔƔŕƈŗŜţŕŗƅŔƓŰƏƔśōƓ ŧŕŸŗƗŔŘŧŧŸśƈřƔţŰƅŔŚŕƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔūŕƔƂƈƇŔŧŦśŬŔ
ƒŨƅŔƉŅƊƁʼnŔũŠŏűũżƅ ƃƅŨƏ řƔũƏŬƅŔ řƔŗũŸƅŔ řœƔŗƅŔ ƑƆŷŕƎŠŨŕƈƊƓž iquestƏŕƊśśƓśƅŔŜƏţŗƅŔūŕƔƁřƄũŧƈƅŔ ŘŧƏŠƅŔ ũƔżśƈ
řƔţŰƅŔ ŚŕƈŧŦƆƅƐũŦŌ ċŚŔũƔżśƈ Ŷƈ ƌśŬŔũŧƅŕƈƔŬƛƓž ƓśƅŔ ŚŕŬŔũŧƅŔƐũŠśřƔŗũŸƅŔƏ ĻŕŰƏŰŦ řƔũƏŬƅŔ řœƔŗƅŔ Ɠž
ĻŕƈƏƈŷ ƑƆŷřŗŰƊƈƅŔŕƍŧƏƎŠƓžřţŰƅŔŘũŔŪƏũŔũƈśŬŔƉƔŬţśŘŧƏŠ
ŚŕƈŧŦřƔũƏŬƓžřƈŕŸƅŔƓžŕŮƈƅŔŕƈƔŬƛiquestŕţƓžĉƔƊŧƏŠƏřƅřƆƂśŬƈƌŗŮƏŌřƆƂśŬƈŚŕœƔƍƑƅŏƓžŕŮƈƅŔƋŨƍiquestƔƏţśűũſś
ŧƁ ƋũƏŧŗ ŔŨƍƏřƔţŰƅŔ ŕƎśŕƈŧŦƇƔŧƂśʼnŕƂƅřƔƅŕƈ ĻŕƈƏŬũiquestƆƂƔřƔţŰƅŔŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔƉƈƇƏŬũƅŔ ƋŨƍiquestŗŕƂƔ Ƈƅŕƈ
Ŭţś řƔƅŕƈƅŔƉƔƋŨƍ Ɠž řƈŧƂƈƅŔ řƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ƓžƓžŕŮƈƅŔ
ŞŒŧƆƃŒordmordmordmŴgt ŞŔũſƅŔřƈŕŬŌřƔţŰƅŔřƔŕŷũƅŔŚŕƈŧŦŘŧƏŠƇƔƔƂś
ũŴƊ řƎŠƏ Ɖƈ řƔũƏŬ Ɠž ƓƅŕŸƅŔ ƇƔƆŸśƅŔ ŚŕƔſŮśŬƈ ƓžƑŲũƈƅŔƑŲũƈƅŔŕŲũūŕƔƂƅŞŨƏƈƊƀŮƈŧřŸƈŕŠřƆŠƈ
řƔƊƏƊŕƂƅŔƏřƔŧŕŰśƁƛŔƇƏƆŸƆƅ gt ŽƏũŬŦ iquestŕƈƄ ŧƈţƈ ƉƈƔŌ ŚŕƈŧŦƅŔ ƀƔƏŬś
řƔţŰƅŔ ŚŕƔſŮśŬƈƅŔ ŘũŔŧŏ Ɠž ƓŰŰŦśƅŔ ƇƏƆŗŧƅŔ ŜţŗŕƔƊŕųƔũŗƅŔŪƄũƈƅŔƙŔřƔƈƊśƆƅƒũŕŮśŬƛŔƓƅƏŧŔŧũřƔ
gt ƒũƄŗƅŔ ũŬŕƔ ũƈŕŝ řƔţŰƅŔ ŚŕƈŧŦƅŔ ƀƔƏŬśƉŕƈŷŶƔŪƏśƅŔƏũŮƊƆƅřƔƈƆŸƅŔƒũƏŪŕƔƅŔũŔŧ
gt ĺŔ ƀŪũ řƆŦƊ ŘŧƔŕŷ iquestƔƆţśƅŔ Ɠž ƉƔŝţŕŗƅŔ iquestƔƅŧƓœŕŰţƙŔŘũƍŕƂƅŔřſƅŎƈƅŔ
gt ƓŗŷŪƅŔŧƈţŪƔŕžƐƏśŬƈƅʼnƜƈŸƅŔŚŕŸƁƏśƏʼnŔũŊƓžřƆƈŕŸƅŔƒƏƆŦƅŔiquestŕŰśƛŔŚŕƄũŮƉƈřƈŧƂƈƅŔřƈŧŦƅŔŘŧƏŠ
ƉŧũƗŔ iquestŕƈŷƗŔ ŘũŔŧŏ Ɠž řƔƊŧũƗŔ řƆŠƈƅŔ
gt ŗƔŔũŻƒŪƏžřƓţŗũ ŭƈƍŧ ƇƔŸƊ ŧŗŷ ƉƔƈŌ ŧƅŕŦ ƉŬţƅŔŘũŕŗŠƏŗŌƓƊŕƍƏĺŔƓžƓƈƆŸƅŔŜţŗƅŔŖƔƅŕŬŌ
řƔƊŕŬƊƙŔƏřƔŷŕƈśŠƛŔƇƏƆŸƅŔƉŕƈŷiquestœŔƏũŔŧ gt ƓƅŕŬŸƅŔŖƔŧŌŧƈţƈŶƁŔƏƅŔũƔƏųśŚŕŗƆųśƈƏŶƁŔƏ
ƓţŰƅŔ ƓžŕƂŝƅŔ ũƔƏųśƅŔƏ ƓƈƆŸƅŔ ŜţŗƆƅ ƓƊųƏƅŔ ũƈśŎƈƅŔƀŮƈŧ
gt ƓƆŷ ƉŕƈƔƆŬ Ə ƇƏũŮŦƅŔ ŧƈţƈ ƀũſƅŔ ũŝŌřƈƜŸƆƅ ƃƆƎśŬƈƅŔ ʼnƛƏ ƑƆŷ řƄũŧƈƅŔ ŘŧƏŠƅŔƏ ƃũŧƈƅŔ
řƔũ੶ƅŔ řƔƊƏƊŕƂƅŔƏ řƔŧŕŰśƁƛŔ ƇƏƆŸƆƅ ƀŮƈŧ řŸƈ੠řƆŠƈ
gt ŭƏƄƏƔƍřƆƈŕŮƅŔŘŧƏŠƅŔŘũŔŧŏƑƆŷŚŕƂƔŗųśƓţŰƅŔŵŕųƂƅŔƏƒŧƈţƗŔŧƔŕŷƉŗiquestƜųŧŗŷŧŸŬŧƅŕŦ
ƉƏƈŠũśƈƅŔŧŸŬŪƔŪŸƅŔƉŕƈŷŶƔŪƏśƅŔƏũŮƊƆƅiquestœŔƏũŔŧ gt řƔũƏŬƅŔ řţŰƅŔ ŘũŔŪƏ řƔţŰƅŔ ŚŔũŮŎƈƅŔ
ŧŔŧũśŬƛŔ ťƔũŕśƉŔũƔŪţ řţŰƅŔ ŘũŔŪƏ Ɖƈ řƔũƏŬƅŔhttpmohgovsy
gt ƓƄũƄƅŔ ũŰŕƊ ŧƈţƈ ƇŕŬƏ ŘŧƏŠŚŕƈŧŦƅŔƉƔųŬƆžƓž řƔŬžŕƊśƅŔ ŘŪƔƈƅŔƀƔƂţśƑƆŷ ŕƍũŝŌ Ə řƔžũŰƈƅŔ
ƉœŕŗŪƅŔ Ə ƉƔƔũŔŧƙŔ ũŴƊ řƎŠƏ ƉƈũƔŻ ũƔśŬŠŕƈ řƅŕŬũƓƈƆŸƅŔŜţŗƅŔƏŕƔƆŸƅŔŚŕŬŔũŧƅŔřƔƆƄiquestƔƆŦƅŔřŸƈŕŠŘũƏŮƊƈ
iquestƔƆŦƅŔ gt ƉŕųƆŬ ƇƔŬƏ Ɠž řƈŧƂƈƅŔŚŕƈŧŦƅŔ ŘŧƏŠũƔƏųś
ƓƈƏƄţƅŔ iquestƔƆŦƅŔ ƑſŮśŬƈƔƅŕŷř řŸŬƅŔ ŘũŔŧŏ iquestƜŦ ƉƈřƔŠŕśƊƙŔiquestƔƆŦƅŔ řŸƈ੠iquestƔƆŦƅŔ ŕƔƆŸƅŔ ŚŕŬŔũŧƅŔ řƔƆƄ
ƓƈƆŸƅŔŜţŗƅŔƏ gt řƅŧŕŗŸƅŔ Ɖŕƈŝŷ iquestƜų Ə ũƏŮŕŷ ƉƔŬţŽŬƏƔ
ŕƔƆŸƅŔ ŚŕŬŔũŧƅŔ Ɠž řƔƈƔƆŸśƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ūŕƔƁ řƅŕţ şƈŕƊũŗMBAŘŪżŗ řƔƈƜŬƙŔ řŸƈŕŠƅŔ Ɠž řŸƈ੠řƆŠƈƑŰƁƗŔ
[14] Andaleeb S (2000) Public and Private Hospitals in Bangladesh service quality and predictors of hospital choice Health Policy and Planning 15(1) 95-102
[15] Babakus E amp Mangold W (1992) Adapting the SERVQUAL scale to hospital services an empirical investigation Health Services Research 26(6) 767-786
[16] Bentler P M (1992) On the fit of models to covariances and methodology to the Bulletin Psychological Bulletin 112(3) 400-404
řƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
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Six Different Ambulatory settings Medical Care 23(7) 894-912
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[44] Parasuraman A Zeithaml V amp Berry L (1991) Refinement and reassessment of the
řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈocircŧƆŠƈƅŔũŮŷŜƅŕŝƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
SERVQUAL scale Journal of Retailing 67(4) 420-450
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orthodontic treatment Scandinavian Journal of Caring Sciences 19(2) 95-101
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[62] Zeithaml V Parasuraman A amp Berry L (1985) Problems and strategies in services marketing Journal of Marketing 49(2) 33-46
[63] Zeithaml V Parasuraman A amp Berry L (1990) Delivering Quality Service Balancing Customer Perceptions and Expectations New York Free Press
řƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
šƚƆƃŒordmordmž ŕřŪŒƈœŗ
ƒŪƔŪŷƓśŪƔŪŷŌƉŷřŬŔũŧʼnŔũŠŏƒƏƊŗƆťƀƆƃŒŗƒšŮƃŒŘœƆťŤƃœŕƏŰŧƆƃŒŇŒŧňƑżœŬƆƃŒƑż
ŷřŗŕŠƙŔƓžƉƏŕŸśƅŔƑŠũƔƉřƆœŬŌŕƎŸƔƈŠřƊŕŗśŬƛŔƋŨƍŷřŗŕŠƙŔƓžřƈƔũƄƅŔƇƄśƈƍŕŬƈƉōŗ ĻŕƈƆŷƉƓžŜţŕŗƅŔŧŷŕŬśŬřƆœŬƗŔƋŨƍƉŌƑƅŏƇƄƍŕŗśƊŔƌŠƏƊƏŘƏŠũƈƅŔřƔƈƆŸƅŔşœŕśƊƅŔƑƅŏiquestŰƏśƅŔųƂžƓƈƆŸƅŔŜţŗƅŔűŔũŻƗƇŧŦśŬśŬŕƎŗƉƏƅŧśŬƓśƅŔŚŕƈƏƆŸƈƅŔƏŠũōžƇƄƊƈ
ŧŕƔţƏřƁŧŗřŗŕŠƙŔũƔŧƂśƅŔƏƇŔũśţƛŔƀœŕžiquestƏŗƂŗŔƏƆŲſśƏ
ŜţŕŗƅŔŧŧƏƈţƈƇŕŬŗƓƆŷ ŵŗŕœŞƗŒƁřŧŰšƇƆƏŞŧƒƇƓŒŗƄőŪƕŒřŖŧœŬōŴŰƍŕŗƒƁřŕœŞōfrac34śƆƒƐŦƃŒƇœƂƆƃŒƑż ūƊŠƅŔ
ũƄŨƑŝƊŌ
ƓƈƔƆŸśƅŔƐƏśŬƈƅŔ ĉƓƈŌ
ƓŬŕŬŌƇƔƆŸśƏŌřƔƏƊŕŝ
ŘŪŕŠŏ
ŕƔƆŷŚŕŬŔũŧ
ũƈŸƅŔ
řƊŬƉƔũŮŷƉƈiquestƁŌ
řƊŬƉƔŝƜŝƑśţƏƉƔũŮŷƉƈ
ƉƈƐŧţŏƀƏžŕƈžřƊŬƉƔŝƜŝƏ
ƃƆŦŧƒũƎŮƅŔ
iquestŽƛŊŘũŮŷƉƈiquestƁŌū
ŽƅŌƉƔŝƜŝƑśţƏŽƛŊŘũŮŷƉƈ
ŽƅŌƉƔŝƜŝƉƈũŝƄŌ
ŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈřƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏocircũŮŷŜƅŕŝƅŔŧƆŠƈƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
44
ƁřŧŰšƇƆƏŞŧƒŗŶŕœřƆŵŗŕœŞƗŒƇƕŒŗƄőŪƓŒřŖŧœŬōŴŰƍŕŗƒƁřŕœŞōfrac34śƆƒƐŦƃŒƇœƂƆƃŒƑż
ƗŒŗŕœŞ frac34ŒŌŪƃŒ ƅſŧfrac34ŒŌŪƃŒ
ƉƔũŧŕƁũƔŻ ƛŌŽũŷ ƑƅŏƉƔũŧŕƁŕƈŧţ ũŧŕƁƏĻŔŧŠƉ ũŧŕƁʼnŕŗųƗŔiquestƍƃƔŌũŗƏƉƓśƅŔřƆƄŮƈƅŔŽŕŮśƄŔƑƆŷ
űƔũƈƅŔŕƎƊƈƓƊŕŸƔ 1
ƓśƅŔŚŬƔƅŕƎŠŕśţŌ
ŽũŷŌƛ ƓśƅŔƇŕŷiquestƄŮŗ
ŕƎŠŕśţŌ iquestŸſƅŕŗŕƎŠŕśţŌƓśƅŔ ƓƍƑſŮƈƅŔƓžʼnŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔƃƔŌũŗ 2
řŗƏŸŰŗ ŽũŷŌƛ řƅƏƎŬŗĻŕƔŗŬƊ řƅƏƎŬŗ ƃƔŌũŗƋŨƍƉƈřƔƏŧƗŔƑƆŷiquestƏŰţƅŔƑŲũƈƆƅƉƄƈƔƑſŮƈƅŔ
3
ŘŧƔŠũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏŘŧƔŠ ŘŧƔŠ ƑſŮƈƅŔŕƎƈŧƂśƓśƅŔřƔƏŧƗŔ 4
ƉƏĿſŮąƔƛŧƔŠiquestƄŮŗ
ŽũŷŌƛ ŧƔŠiquestƄŮŗƉƏĿſŮąƔ
ĻŕƔŗŬƊ ŧƔŠiquestƄŮŗƉƏĿſŮąƔ ƅŔƑŲũƈƅŔƉƔŨƑſŮƈƅŔƋŨƎŗƇƎŗƑƊŸąƔ 5
ŧƔŠũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏŧƔŠ ŧƔŠ iquestƄŮŗƇƍŕŲũƈʼnŕſŮƉƏŸŗŕśƔƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔ 6
ŢśſƊƈũƔŻĻŕƔœŕƎƊ
ŽũŷŌƛ ŕƈŧţƑƅŏŢśſƊƈ ŢśſƊƈ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 7
ĻŕƈƔţũūƔƅĻŕƔœŕƎƊ
ŽũŷŌƛ ŕƈŧţƑƅŏƇƔţũ ƇƔţũ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 8
ĻŕƈũśţƈūƔƅĻŕƔœŕƎƊ
ŽũŷŌƛ ŕƈŧţƑƅŏƇũśţƈ Ƈũśţƈ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 9
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƇƍŕŲũƈƅʼnŕŗųƗŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ 10
ċŽŕƄũƔŻ ŽũŷŌƛ ĻŕƔŗŬƊċŽŕƄ ċŽŕƄ ƇƎƅŔƏţũŮƔƅƇƍŕŲũƈƅʼnŕŗųƗŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔƉŷ
ƇƎŲũƈ 11
ŔƏŬƔƅƉƔƎƔŪƊ ŽũŷŌƛ ƉƏƎƔŪƊŧţƑƅŏŕƈ
ƉƏƎƔŪƊ ƑſŮƈƅŔŔŨƍƓžƉƏƆƈŕŸƅŔ 12
řƅƏƂŸƈŚŬƔƅ ŽũŷŌƛ ŕƈŧţƑƅŏřƅƏƂŸƈ řƅƏƂŸƈ ƑſŮƈƅŔƑƅŏƃśƔŗƉƈřžŕŬƈƅŔ 13
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƑſŮƈƅŔŔŨƍƓžʼnŕŗųƗŔŧŧŷ 14
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ŧŧŷƑſŮƈƅŔƋŨƍƓžřƔŗųƅŔŘŪƎŠƗŔ 15
ũƔŻŘŧƔŠ ŽũŷŔƛ ŕƈŕŷƏƊŘŧƔŠ ŘŧƔŠ ƃƔŌũŗ ĻŕƔƊƂśŘũƏųśƈƏŘŧƔŠƑſŮƈƅŔƓžŘŪƎŠƗŔiquestƍ 16
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƃƔŌũŗũŕŴśƊƛŔŽũŻŧŧŷƏƓŗųƅŔůţſƅŔŽũŻ
ƏƑſŮƈƅŔŽũŻ 17
ŜţŕŗƅŔ
ŧŗƓƆŷŧƏƈţƈƇŕŬ
řţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
ŗƒšŮƃŒŘœƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƄƃƐťƒƂƍřƃŒƑƄƆœŶƃŒfrac34ƒƄšřƃŒ
ƑſŮƈƅŔƓžřƔŗųƅŔŘŪƎŠƗŔŧŧŷ
ƓƊƂśƅŔŕƍŔƏśŬƈƏřƔŗųƅŔŘŪƎŠƗŔŘŧƏŠ ƑſŮƈƅŔŽũŻ
frac34ƍťŞƃŒƑƄŤŒťƃŒžœŪřƙŒŧœŕřŤŒŗރřƈ
ťƍƈŕƃŒťťŵ frac34ƆœŶƆŢœŕƈƍŧƂ
4 061 6 0724 5 0675
řƔŲũſƅŔ ũŗśŦśŬ ƑƆŷůƊś ƓśƅŔ řƔƊŕŝƅŔŚŕƈŧŦƅŔ ŘŧƏŠ ƉŏƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśřƔţŰƅŔũŕŗśŦŔiquestƜŦƉƈ
řŝƜŝƅŔ ŘŧƏŠƅŔ ŧŕŸŗƗ řŗŬƊƅŕŗ řƔŲũſƅŔ ƏƇŝ ƉƈŜƜŝ ũŕŗśŦŔŘŧţŔƏƅŔřƊƔŸƆƅŚƊŧƏśŬũŕŗśŦŔƇŔŧŦśŬŕŗƃƅŨƏƉƈ
řƔŧŕƔţƅŔřƈƔƂƅŕŗŚŕųŬƏśƈƅŔřżƅŕŗƅŔ) ΔϤϴϘϟ ώϠΒΗ
Neutral Value24ΚϴΣαΎϴϘϤϟϥαΎγϰϠϋΖΒδΘΣ
řƔţŰƅŔƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔ
37
frac34ƂŬƃŒŗƒšŮƃŒŘœƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƄƃƐťƒƂƍřƃŒƑƄƆœŶƃŒfrac34ƒƄšřƃŒ
œƋťƍƈŕƍŗƒšŮƃŒŘœƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƃŒťœŶŕŊ
ŖŧœŕŶƃŒŗŹœƒŮ
ũŧŕƁʼnŕŗųƗŔƏŽŕŮśƄŔƑƆŷƉƓƊŕŸƔƓśƅŔřƆƄŮƈƅŔűƔũƈƅŔŕƎƊƈ
ʼnŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔ ƑſŮƈƅŔƓžřƔƏŧƗŔũžŔƏś
ƑſŮƈƅŔƓžűƔũƈƅŔʼnŕſŮŘŧƏŠ ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸśšŕśſƊƛŔ ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸśřƈţũƅŔ
ŶƈʼnŕŗųƗŔiquestƈŕŸśƑŲũƈƅŔƇŔũśţƛŔ űƔũƈƆƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ
řƅŕţƅŔšũŮƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔűƔũƈƆƅřƔŲũƈƅŔ
ƑſŮƈƅŔƓžƉƔƆƈŕŸƅŔřƍŔŪƊ ƑſŮƈƅŔƑƅŏiquestŪƊƈƅŔƉƈřžŕŬƈƅŔ
ƑſŮƈƅŔƓžʼnŕŗųƗŔŧŧŷ
q15 q16 q17
frac34ƍťŞƃŒ
ťŶŕƃŒ
řƔţŰƅŔřƔŕŷũƅŔŧŸŗ ƓŗųƅŔũŧŕƄƅŔŧŸŗ
řƔţŰƅŔƀžŔũƈƅŔŧŸŗ
ŗƒƈœśƃŒŗƒŰŧŽƃŒ řƔŲũſƅŔ ũŗśŦśŬ
ƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśřƔţŰƅŔřŝƜŝƅŔ ŘŧƏŠƅŔ ŧŕŸŗƗ řŗŬƊƅŕŗ řƔŲũſƅŔ
řƔŷũžŚŕƔŲũžŘŧţŔƏƅŔřƊƔŸƆƅŚƊŧƏśŬũŕŗśŦŔƇŔŧŦśŬŕŗřƊũŕƂƈiquestƜŦřƔŧŕƔţƅŔřƈƔƂƅŕŗŚŕųŬƏśƈƅŔ
ΔϳΩΎϴΤϟNeutral Value
řƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśřƔţŰƅŔ
frac34ƍťŞƃŒ œƋťƍƈŕƍŗƒšŮƃŒŘœƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƃŒťœŶŕŊ
ŖŧœŕŶƃŒ ŖŧœŕŶƃŒŗŹœƒŮ ŨƆŧ
ŖŧœŕŶƃŒ ťŶŕƃŒ
ũŧŕƁʼnŕŗųƗŔűƔũƈƅŔŕƎƊƈ q01
řƔŕŷũƅŔřƔţŰƅŔ
ʼnŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔ q02 ƑſŮƈƅŔƓžřƔƏŧƗŔũžŔƏś q03
ƑſŮƈƅŔƓžűƔũƈƅŔʼnŕſŮŘŧƏŠ q05 ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸś q07
ũŧŕƄƅŔƓŗųƅŔ
ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸś q08 ŶƈʼnŕŗųƗŔiquestƈŕŸś q09
űƔũƈƆƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ q10 řƅŕţƅŔšũŮƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ
űƔũƈƆƅřƔŲũƈƅŔ q11
ƑſŮƈƅŔƓžƉƔƆƈŕŸƅŔřƍŔŪƊ q12 ƑſŮƈƅŔƑƅŏiquestŪƊƈƅŔƉƈřžŕŬƈƅŔ q13 ƀžŔũƈƅŔ
řƔţŰƅŔ ƑſŮƈƅŔƓžʼnŕŗųƗŔŧŧŷ q14
řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈocircũŮŷŜƅŕŝƅŔŧƆŠƈƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
38
ΎϫΎϧΩ ΔΑΎΠΘγϼϟ ρΎϘϧ ϊΑέ Ϧϣ ϥϮϜϣϭ Ύϫϼϋϭϰ ΔϤϴϘϟ ϥϮϜΘϓ
˰ϟΔϳϭΎδϣΔϳΩΎϴΤϟϭϰϮ Ϯϱ (ƔŕƈƄśōƓŗƒŰŧŽƃŒŗƒŵŧŽƃŒƕŒƏƃƍ
ƑƆŷƑƅƏƗŔřƔŷũſƅŔřƔŲũſƅŔůƊśƉŌřƔţŰƅŔřƔŕŷũƅŔŘŧƏŠƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśƇƁũiquestƏŧŠƅŔŢŲƏƔƏ
řƔŲũſƅŔ ƋŨƍũŕŗśŦŔşœŕśƊ ƇƁũiquestƏŧŠƅŔƉƈŴţƜƊŜƔţ ƉŌ Ɖƈ iquestƁŌ řƔƅŕƈśţƛŔ řƈƔƂƅŔžřƔŷũſƅŔ řƔŲũſƅŔ řţŰ ŚŗŝƊ
ƉŌƒŌ ƑƅƏƗŔŗŕŠƔŏiquestƄŮŗ ĻŕƔƏƊŸƈƃũŧŁś řƔţŰƅŔ řƔŕŷũƅŔ ŘŧƏŠƓƑŲũƈƅŔƉƈƉŌƑŲũƈƅŔƃũŧƔŜƔţ ʼnŕŗųƗŔƑƆŷ ŘũŧƂƅŔ ƇƎƔŧƅ
ŚƛŕţƆƅřƔƏŧƗŔřŗŬŕƊƈƑƅŏřžŕŲŏŧƔŠiquestƄŮŗűŔũƈƗŔůƔŦŮśʼnŕŗųƗŔ ŕƎŰŦŮƔ ƓśƅŔ řƔŲũƈƅŔűƔũƈƅŔ ʼnŕſŮ Ƒƅŏ ƒŧŎƔ ŕƈƈ
ŧƔŠiquestƄŮŗƑſŮƈƅŔƓžřƅƏƎŬŗřƔƏŧƗŔũžŔƏśƉŷƃƔƍŕƊ
ŗƒŰŧŽƃŒŗƒŵŧŽƃŒŗƒƈœśƃŒ řƔŲũſƅŔůƊś ƉŌ ƑƆŷ řƔƊŕŝƅŔ řƔŷũſƅŔƓŗųƅŔ ƇƁŕųƅŔ ŘŧƏŠ
ƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśƇƁũiquestƏŧŠƅŔŢŲƏƔƏřƔŲũſƅŔƋŨƍũŕŗśŦŔşœŕśƊŜƔţũƎŴƔřƊũśƂƈƅŔřƔƅŕƈśţƛŔřƈƔƂƅŔƉŌƉƈiquestƁŌŚƊŧƏśŬřƈƔƂŗƏƇŝƉƈřƔŲũſƅŔƋŨƍřţŰşśƊśŬƊ
ųƅŔ ƇƁŕųƅŔ ŘŧƏŠ ƉƏƄũŧƔ ƑŲũƈƅŔ ƉŌ ƒŌƓŗŕŠƔŏ iquestƄŮŗ ƓŗƔ ŜƔţ ƒƏƊŸƈƏiquestƈŕŸśƇŔũśţŕŗ ƑŲũƈƅŔ Ŷƈ ʼnŕŗųƗŔƉƏŷŔũƔƏ
ŕƈƄ ŕƎƅ řƂžŔũƈƅŔ řƔŬſƊƅŔ ƇƎśƅŕţƏ ƇƎŲũƈ ŽƏũŴƔ ŢƊƈƇƁŕųƅŔƓŗųƅŔƇƎŗ řƔŕƊŸƆƅƓžŕƄƅŔŚƁƏƅŔƑŲũƈƅŔŏƏ ƇƎŸŲƏƉŷ ƇƍũŕŗŦƓţŰƅŔ
frac34ƍťŞƃŒƏƃƍƕŒŗƒŵŧŽƃŒŗƒŰŧŽƃŒŧœŕřŤŒ
ŗƒƃœƆřšƙŒŗƆƒƀƃŒ žƍŧŽƃŒŧœŕřŤŒ
T-test ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ƃŒťŶŕ
13130000 131326062 2500 0592 3093 řƔŗųƅŔřƔŕŷũƅŔŘŧƏŠ
ŗƆƒƀƃŒŗƒƃœƆřšƙŒ žƍŧŽƃŒŧœŕřŤŒT-test ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ťŶŕƄƃŗƈƍƂƆƃŒťƍƈŕƃŒ
1313000 131322351 25 859 324 ũŧŕƁʼnŕŗųƗŔƏűƔũƈƅŔŕƎƊƈƓƊŕŸƔƓśƅŔřƆƄŮƈƅŔŽŕŮśƄŔƑƆŷƉ
1313000 131318045 25 821 307 ʼnŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔ
1313000 131315781 25 905 305 ƑſŮƈƅŔƓžřƔƏŧƗŔũžŔƏś
1313000 131314910 25 903 302 ƑſŮƈƅŔƓžűƔũƈƅŔʼnŕſŮŘŧƏŠ 1313ŗƃƙťƎƍřŪƆťƈŵĹœƒőœŮšōŗƃŒť
ŗƒŰŧŽƃŒŗƒŵŧŽƃŒŗśƃœśƃŒƉŌƑƆŷřŝƅŕŝƅŔřƔŷũſƅŔřƔŲũſƅŔůƊśřƔţŰƅŔƀžŔũƈƅŔŘŧƏŠ
ƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśƇƁũiquestƏŧŠƅŔŢŲƏƔƏřƔŲũſƅŔ ƋŨƍũŕŗśŦŔşœŕśƊ ƉƈŴţƜƊŜƔţƇƁũiquestƏŧŠƅŔ ƉŌ
řƔţŰƅŔƀžŔũƈƅŔ ŘŧƏŠ ŧŸŗƅ řƔƅŕƈśţƛŔ řƈƔƂƅŔƋŧƏƊŗřƆƈŕƄŔŧŷ ŕƈũƔŦƗŔŧƊŗƅŔƑſŮƈƅŔŽũżŗųŗśũƈƅŔƉƈiquestƁŌžřţŰşśƊśŬƊřƔŲũſƅŔ ƋŨƍřƔţŰƅŔ ƀžŔũƈƅŔ ŘŧƏŠ ƉƏƄũŧƔ ƑŲũƈƅŔ ƉŌ ƒŌ
ƒƏƊŸƈƏ ƓŗŕŠƔŏ iquestƄŮŗƉƈ řƅƏƂŸƈ řžŕŬƈƅŔ ƇƍũŴƊ řƎŠƏ Ɖƈž
Ƒƅŏ iquestŪƊƈƅŔƑſŮƈƅŔŪƄũƈ Ɠž ƓžŕŮƈƅŔ ƋŨƍ ŶŲƏƈś ƇƄţŗ ŔŨƍƏřƊƔŧƈƅŔċŽŕƄ ʼnŕŗųƗŔ ŧŧŷ ƉŌ ŧŠƊ ŕƈƄŘũžƏśƈ řƔŗųƅŔ ŘŪƎŠƗŔƏ
ŚŕſŰŔƏƈŗƏŘŧƔŠ
řţŰşśƊśŬƊřƂŗŕŬƅŔřƔŷũſƅŔŚŕƔŲũſƅŔũŕŗśŦŔşœŕśƊiquestƜŦƉƈřƔŬŕŬƗŔ řƔŲũſƅŔřŸŗŕśƅŔ řƈŕŸƅŔ ƓžŕŮƈƅŔ Ɠž ƑŲũƈƅŔ ƉŌ ƒŌ
ƊƔŧƈ Ɠž řţŰƅŔ ŘũŔŪƏƅřƔţŰƅŔŚŕƈŧŦƅŔ ŘŧƏŠ ƉƏƄũŧƔ ƀŮƈŧ řƒƏƊŸƈƏƓŗŕŠƔŏiquestƄŮŗřƈŧƂƈƅŔ
řƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
frac34ƍťŞƃŒŗƒƈœśƃŒŗƒŵŧŽƃŒŗƒŰŧŽƃŒŧœŕřŤŒŝőœřƈ
ŗƆƒƀƃŒŗƒƃœƆřšƙŒ
žƍŧŽƃŒŧœŕřŤŒT-test
ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ŧƒźřƆƃŒ
13130000 131313338 2500 0651 2834 ƓŗųƅŔƇƁŕųƅŔŘŧƏŠ
ŗƆƒƀƃŒŗƒƃœƆřšƙŒ
žƍŧŽƃŒŧœŕřŤŒT-test
ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ŗƒŵŧŽƃŒťƍƈŕƃŒ
1313000 131311964 25 988 295 ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸśšŕśſƊƛŔ
1313000 13139756 25 971 286 ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸśřƈţũƅŔ
1313000 131310772 25 983 291 ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸśƇŔũśţƛŔ
1313000 13135838 25 1044 273 űƔũƈƆƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ
1313000 13136056 25 1038 274 řƔŲũƈƅŔ řƅŕţƅŔ šũŮƅ ŖƔŗųƅŔ ƌŰŰŦƔ ƒŨƅŔ ŚƁƏƅŔ
űƔũƈƆƅ 1313000 13137832 25 999 280 ƑſŮƈƅŔƓžƉƔƆƈŕŸƅŔřƍŔŪƊ
1313ŗƃƙťƎƍřŪƆťƈŵĹœƒőœŮšōŗƃŒť
frac34ƍťŞƃŒŗśƃœśƃŒŗƒŵŧŽƃŒŗƒŰŧŽƃŒŧœŕřŤŒŝőœřƈ
ŗƒƃœƆřšƙŒŗƆƒƀƃŒ žƍŧŽƃŒŧœŕřŤŒT-test
ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ŧƒźřƆƃŒ
13130000 13137905 2500 0663 2701 řƔţŰƅŔƀžŔũƈƅŔŘŧƏŠ
ŗƒƃœƆřšƙŒŗƆƒƀƃŒ žƍŧŽƃŒŧœŕřŤŒT-test
ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ŗƒŵŧŽƃŒťƍƈŕƃŒ
1313000 131310628 25 960 289 ϰϔθϤϟϰϟϝΰϨϤϟϦϣΔϓΎδϤϟ
1313000 13137700 25 981 279 ϰϔθϤϟϲϓ˯ΎΒσϷΩΪϋ
1313000 13135215 25 999 270 ϰϔθϤϟϲϓΔϴΒτϟΓΰϬΟϷΩΪϋ
1313001 13133241 25 1002 262 ϲϨϘΘϟΎϫϮΘδϣϭΔϴΒτϟΓΰϬΟϷΓΩϮΟ
986 -018 25 107778 24993 ϰϔθϤϟϑήϏ
1313ŗƃƙťƎƍřŪƆťƈŵĹœƒőœŮšōŗƃŒť
řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈocircũŮŷŜƅŕŝƅŔŧƆŠƈƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
őœřƈƃŒordmordmordmŝ ƏƍƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔţŰƅŔŚŕƈŧŦƅŔŘŧƏŠũƔżśƈƉŏ
Ɠƍ ŧŕŸŗŌ řŝƜŝ ƉƈŽƅōśƔ ŜƔţ ŧŕŸŗƗŔ ŧŧŸśƈ ũƔżśƈ ŘŧƏŠƀžŔũƈƅŔ ŘŧƏŠƏ ƓŗųƅŔ ƇƁŕųƅŔ ŘŧƏŠƏ řƔţŰƅŔ řƔŕŷũƅŔ
řƔţŰƅŔ ŘŧƏŠ řƈŕŸƅŔ ƓžŕŮƈƅŔ Ɠž ƑŲũƈƅŔ ƃũŧƔřƔţŰƅŔ ŚŕƈŧŦƅŔ
ƒƏƊŸƈƏƓŗŕŠƔŏiquestƄŮŗřŝƜŝƅŔŕƍŧŕŸŗƗ ƒŮƍřƃŒordmordmordmŘœ
ƉƔśŠƔśƊƅŔƑƆŷćʼnŕƊŗƉƔśƂŗŕŬƅŔƔŕƈŗŜţŕŗƅŔƓŰƏƔśōƓ ŧŕŸŗƗŔŘŧŧŸśƈřƔţŰƅŔŚŕƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔūŕƔƂƈƇŔŧŦśŬŔ
ƒŨƅŔƉŅƊƁʼnŔũŠŏűũżƅ ƃƅŨƏ řƔũƏŬƅŔ řƔŗũŸƅŔ řœƔŗƅŔ ƑƆŷŕƎŠŨŕƈƊƓž iquestƏŕƊśśƓśƅŔŜƏţŗƅŔūŕƔƁřƄũŧƈƅŔ ŘŧƏŠƅŔ ũƔżśƈ
řƔţŰƅŔ ŚŕƈŧŦƆƅƐũŦŌ ċŚŔũƔżśƈ Ŷƈ ƌśŬŔũŧƅŕƈƔŬƛƓž ƓśƅŔ ŚŕŬŔũŧƅŔƐũŠśřƔŗũŸƅŔƏ ĻŕŰƏŰŦ řƔũƏŬƅŔ řœƔŗƅŔ Ɠž
ĻŕƈƏƈŷ ƑƆŷřŗŰƊƈƅŔŕƍŧƏƎŠƓžřţŰƅŔŘũŔŪƏũŔũƈśŬŔƉƔŬţśŘŧƏŠ
ŚŕƈŧŦřƔũƏŬƓžřƈŕŸƅŔƓžŕŮƈƅŔŕƈƔŬƛiquestŕţƓžĉƔƊŧƏŠƏřƅřƆƂśŬƈƌŗŮƏŌřƆƂśŬƈŚŕœƔƍƑƅŏƓžŕŮƈƅŔƋŨƍiquestƔƏţśűũſś
ŧƁ ƋũƏŧŗ ŔŨƍƏřƔţŰƅŔ ŕƎśŕƈŧŦƇƔŧƂśʼnŕƂƅřƔƅŕƈ ĻŕƈƏŬũiquestƆƂƔřƔţŰƅŔŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔƉƈƇƏŬũƅŔ ƋŨƍiquestŗŕƂƔ Ƈƅŕƈ
Ŭţś řƔƅŕƈƅŔƉƔƋŨƍ Ɠž řƈŧƂƈƅŔ řƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ƓžƓžŕŮƈƅŔ
ŞŒŧƆƃŒordmordmordmŴgt ŞŔũſƅŔřƈŕŬŌřƔţŰƅŔřƔŕŷũƅŔŚŕƈŧŦŘŧƏŠƇƔƔƂś
ũŴƊ řƎŠƏ Ɖƈ řƔũƏŬ Ɠž ƓƅŕŸƅŔ ƇƔƆŸśƅŔ ŚŕƔſŮśŬƈ ƓžƑŲũƈƅŔƑŲũƈƅŔŕŲũūŕƔƂƅŞŨƏƈƊƀŮƈŧřŸƈŕŠřƆŠƈ
řƔƊƏƊŕƂƅŔƏřƔŧŕŰśƁƛŔƇƏƆŸƆƅ gt ŽƏũŬŦ iquestŕƈƄ ŧƈţƈ ƉƈƔŌ ŚŕƈŧŦƅŔ ƀƔƏŬś
řƔţŰƅŔ ŚŕƔſŮśŬƈƅŔ ŘũŔŧŏ Ɠž ƓŰŰŦśƅŔ ƇƏƆŗŧƅŔ ŜţŗŕƔƊŕųƔũŗƅŔŪƄũƈƅŔƙŔřƔƈƊśƆƅƒũŕŮśŬƛŔƓƅƏŧŔŧũřƔ
gt ƒũƄŗƅŔ ũŬŕƔ ũƈŕŝ řƔţŰƅŔ ŚŕƈŧŦƅŔ ƀƔƏŬśƉŕƈŷŶƔŪƏśƅŔƏũŮƊƆƅřƔƈƆŸƅŔƒũƏŪŕƔƅŔũŔŧ
gt ĺŔ ƀŪũ řƆŦƊ ŘŧƔŕŷ iquestƔƆţśƅŔ Ɠž ƉƔŝţŕŗƅŔ iquestƔƅŧƓœŕŰţƙŔŘũƍŕƂƅŔřſƅŎƈƅŔ
gt ƓŗŷŪƅŔŧƈţŪƔŕžƐƏśŬƈƅʼnƜƈŸƅŔŚŕŸƁƏśƏʼnŔũŊƓžřƆƈŕŸƅŔƒƏƆŦƅŔiquestŕŰśƛŔŚŕƄũŮƉƈřƈŧƂƈƅŔřƈŧŦƅŔŘŧƏŠ
ƉŧũƗŔ iquestŕƈŷƗŔ ŘũŔŧŏ Ɠž řƔƊŧũƗŔ řƆŠƈƅŔ
gt ŗƔŔũŻƒŪƏžřƓţŗũ ŭƈƍŧ ƇƔŸƊ ŧŗŷ ƉƔƈŌ ŧƅŕŦ ƉŬţƅŔŘũŕŗŠƏŗŌƓƊŕƍƏĺŔƓžƓƈƆŸƅŔŜţŗƅŔŖƔƅŕŬŌ
řƔƊŕŬƊƙŔƏřƔŷŕƈśŠƛŔƇƏƆŸƅŔƉŕƈŷiquestœŔƏũŔŧ gt ƓƅŕŬŸƅŔŖƔŧŌŧƈţƈŶƁŔƏƅŔũƔƏųśŚŕŗƆųśƈƏŶƁŔƏ
ƓţŰƅŔ ƓžŕƂŝƅŔ ũƔƏųśƅŔƏ ƓƈƆŸƅŔ ŜţŗƆƅ ƓƊųƏƅŔ ũƈśŎƈƅŔƀŮƈŧ
gt ƓƆŷ ƉŕƈƔƆŬ Ə ƇƏũŮŦƅŔ ŧƈţƈ ƀũſƅŔ ũŝŌřƈƜŸƆƅ ƃƆƎśŬƈƅŔ ʼnƛƏ ƑƆŷ řƄũŧƈƅŔ ŘŧƏŠƅŔƏ ƃũŧƈƅŔ
řƔũ੶ƅŔ řƔƊƏƊŕƂƅŔƏ řƔŧŕŰśƁƛŔ ƇƏƆŸƆƅ ƀŮƈŧ řŸƈ੠řƆŠƈ
gt ŭƏƄƏƔƍřƆƈŕŮƅŔŘŧƏŠƅŔŘũŔŧŏƑƆŷŚŕƂƔŗųśƓţŰƅŔŵŕųƂƅŔƏƒŧƈţƗŔŧƔŕŷƉŗiquestƜųŧŗŷŧŸŬŧƅŕŦ
ƉƏƈŠũśƈƅŔŧŸŬŪƔŪŸƅŔƉŕƈŷŶƔŪƏśƅŔƏũŮƊƆƅiquestœŔƏũŔŧ gt řƔũƏŬƅŔ řţŰƅŔ ŘũŔŪƏ řƔţŰƅŔ ŚŔũŮŎƈƅŔ
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ŕƔƆŸƅŔ ŚŕŬŔũŧƅŔ Ɠž řƔƈƔƆŸśƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ūŕƔƁ řƅŕţ şƈŕƊũŗMBAŘŪżŗ řƔƈƜŬƙŔ řŸƈŕŠƅŔ Ɠž řŸƈ੠řƆŠƈƑŰƁƗŔ
[14] Andaleeb S (2000) Public and Private Hospitals in Bangladesh service quality and predictors of hospital choice Health Policy and Planning 15(1) 95-102
[15] Babakus E amp Mangold W (1992) Adapting the SERVQUAL scale to hospital services an empirical investigation Health Services Research 26(6) 767-786
[16] Bentler P M (1992) On the fit of models to covariances and methodology to the Bulletin Psychological Bulletin 112(3) 400-404
řƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
[17] Bhandari L (2006) Social infrastructure urban health and education Retrieved June 15 2011 from httpwww3inetworkorgreportsIIR2006Social_Infrapdf
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[19] Bos A Vosselman N Hoogstraten J amp Prahl-Andersen B (2005) Patient Compliance A Determinant of Patient Satisfaction Angle Orthodontist 75(4) 526531
[20] Calnan M (1988) Towards a conceptual framework of lay evaluation of health care Social Sciences and Medicine 27(9) 927-933
[21] Choi K-S Cho W-H Lee S Lee H amp Kim C (2004) The relationships among quality value satisfaction and behavioral intention in health care provider choice A South Korean study Journal of Business Research 57(8) 913 921
[22] Donabedian A (1992) Defining and measuring the quality of health care Williams amp Wilkins Baltimore MD
[23] Dutton D B Gomby D amp Fowles J (1985) Satisfaction with Childrens Medical Care in
Six Different Ambulatory settings Medical Care 23(7) 894-912
[24] Elleuch A (2008) Patient satisfaction in Japan International Journal of Health Care Quality Assurance 21(7) 692-705
[25] Fitzpatrick R (1991) Survey of patient satisfaction I- important general considerations BMJ 302(6781) 887-889
[26] Gill L amp White L (2009) A critical review of patient satisfaction Leadership in Health Services 22(1) 8-19
[27] Haddad S Founier P amp Potvin L (1998b) Measuring lay peoples perceptions of the quality of primary health care services in developing countries Validation of a 20-item scale International journal for Quality in Health Cam 10(2) 93-104
[28] Haddad S Fournier P Machouf N amp Yatara F (1998a) What does quality mean to lay people Community perceptions of primary care services in Guinea Social Science and Medicine 47(3) 381-394
[29] Haddad S Potvin L Roberge D Pineault R amp Remondin M (2000) Patient perception of quality following a visit to a doctor in a primary care unit Family Practice 17(1) 21-29
[30] Hu L-T amp Bentler P M (1995) Evaluating model fit In R Hoyle (Ed) Structural equation modeling Concepts issues and
applications (pp 7699) Thousand Oaks CA Sage
[31] Jawahar S K (2007) A Study on out Patient Satisfaction of a Super Specialty Hospital in India Internet Journal of Medical Update 2(2) 13-17
[32] Jenkinson C Coulter A Bruster S Richards N amp Chandola T (2002) Patients experiences and satisfaction with health care Quality and Safety in Health Care 11(4) 335-339
[33] Joumlreskog K G amp Soumlrbom D (1989) LISREL 7 users reference guide Chicago Scientific Software
[34] Kilincer C amp Zileli M (2006) Visual Analog patient Satisfaction Scale Balkan Medical Journal 23(3) 113-118
[35] Kotler P amp Armstrong G (1994) Marketing Management Analysis planning Implementation and Control New Jersy Hall Engle wood cliffs
[36] Lim P C amp Tang N (2000) A study of patients expectations and satisfaction in Singapore hospitals International Journal of Health Care Quality Assurance 13(7) 290-299
[37] MacCallum R C Browne M W amp Sugawara H M (1996) Power analysis and determination of sample size for covariance structure modeling Psychological Methods 1(2) 130-149
[38] Naidu A (2009) Factors affecting patient satisfaction and healthcare quality International Journal of Health Care Quality Assurance 22(4) 366-381
[39] Nakijima H (1997) Better Health Through better life of Recourses World Health The Magazine of (WHO) 50th year(5) 9-10
[40] Palmer R (1991) Considerations in defining quality of care Health Administration Press Ann Arbor MI
[41] Parasuraman A Berry L amp Zeithaml V (1993) More on improving service quality measurement Journal of Retailing 69(1) 140-147
[42] Parasuraman A Zeithaml V amp Berry L (1985) A conceptual model of service quality and its implications for future research Journal of Marketing 49(4) 41-50
[43] Parasuraman A Zeithaml V amp Berry L (1988) SERVQUAL a multiple-item scale for measuring consumer perceptions of service quality Journal of Retailing 64(1) 12-40
[44] Parasuraman A Zeithaml V amp Berry L (1991) Refinement and reassessment of the
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SERVQUAL scale Journal of Retailing 67(4) 420-450
[45] Parasuraman A Zeithaml V amp Berry L (1994a) Alternating scales for measuring service quality a comparative assessment based on psychometric and diagnostic criteria Journal of Retailing 70(3) 201-230
[46] Parasuraman A Zeithaml V amp Berry L (1994b) Reassessment of expectations as a comparison standard in measuring service quality implications for further research Journal of Marketing 58(1) 111-124
[47] Rao K Peters D amp Bandeen-Roche K (2006) Towards Patient-centred health services in India a scale to measure patients perception of quality International Journal for Quality in Health Care 18(6) 414-421
[48] Reerink I amp Sauerborn R (1996) Quality of primary health care in developing countries recent experiences and future directions International Journal for Quality in Health Care 8(2) 131-139
[49] Reerink I amp Sauerborn R (1996) Quality of primary health care in developing countries recent experiences and future directions International Journal for Quality in Health Care 8(2) 131-139
[50] Smithson M (2005) Statistics with confidence Thousand Oaks CA Sage Publications
[51] Smits H Leatherman S amp Berwick D (2002) Quality Improvement in the Developing World International Journal for Quality in Health Care 14(6) 439-440
[52] Sofaer S amp Firminger K (2005) Patient perceptions of the quality of health services Annual Review of Public Health 26( April) 513-559
[53] Sohail M S (2003) Service quality in hospitals more favourable than you might think Managing Service Quality 13(3) 197-206
[54] Sreenivas T amp Prasad G (2003) Patient Satisfaction - A Comparative Study Journal of the Academy of Hospital Administration 15(2) 7-12
[55] Tharenou P Donohue R amp Cooper B (2007) Management Research Methods Cambridge Cambridge University Press
[56] Thomas J W amp Penchansky R (1984) Relating Satisfaction With Access to Utilization of Services Medical Care 22(6) 553-568
[57] Thomason J amp Edwards K (1991) Using indicators to assess quality of hospital services in Papua New Guinea International Journal on Health Planning Management 6(4) 309-324
[58] Wilde-Larsson B amp Bergstrom K (2005) Adolescents perception of the quality of
orthodontic treatment Scandinavian Journal of Caring Sciences 19(2) 95-101
[59] Zeithaml V (1988) Consumer perceptions of price quality and value a means-end model and synthesis of evidence Journal of Marketing 52(3) 2-22
[60] Zeithaml V Berry L amp Parasuraman A (1993) The nature and determinants of customer expectations of service Journal of the Academy of Marketing Science 21(1) 1-12
[61] Zeithaml V Berry L amp Parasuraman A (1996) The behavioural consequences of service quality Journal of Marketing 60(2) 31-46
[62] Zeithaml V Parasuraman A amp Berry L (1985) Problems and strategies in services marketing Journal of Marketing 49(2) 33-46
[63] Zeithaml V Parasuraman A amp Berry L (1990) Delivering Quality Service Balancing Customer Perceptions and Expectations New York Free Press
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ŽũŷŌƛ ƓśƅŔƇŕŷiquestƄŮŗ
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ũƔŻŘŧƔŠ ŽũŷŔƛ ŕƈŕŷƏƊŘŧƔŠ ŘŧƔŠ ƃƔŌũŗ ĻŕƔƊƂśŘũƏųśƈƏŘŧƔŠƑſŮƈƅŔƓžŘŪƎŠƗŔiquestƍ 16
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ƑƆŷƑƅƏƗŔřƔŷũſƅŔřƔŲũſƅŔůƊśƉŌřƔţŰƅŔřƔŕŷũƅŔŘŧƏŠƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśƇƁũiquestƏŧŠƅŔŢŲƏƔƏ
řƔŲũſƅŔ ƋŨƍũŕŗśŦŔşœŕśƊ ƇƁũiquestƏŧŠƅŔƉƈŴţƜƊŜƔţ ƉŌ Ɖƈ iquestƁŌ řƔƅŕƈśţƛŔ řƈƔƂƅŔžřƔŷũſƅŔ řƔŲũſƅŔ řţŰ ŚŗŝƊ
ƉŌƒŌ ƑƅƏƗŔŗŕŠƔŏiquestƄŮŗ ĻŕƔƏƊŸƈƃũŧŁś řƔţŰƅŔ řƔŕŷũƅŔ ŘŧƏŠƓƑŲũƈƅŔƉƈƉŌƑŲũƈƅŔƃũŧƔŜƔţ ʼnŕŗųƗŔƑƆŷ ŘũŧƂƅŔ ƇƎƔŧƅ
ŚƛŕţƆƅřƔƏŧƗŔřŗŬŕƊƈƑƅŏřžŕŲŏŧƔŠiquestƄŮŗűŔũƈƗŔůƔŦŮśʼnŕŗųƗŔ ŕƎŰŦŮƔ ƓśƅŔ řƔŲũƈƅŔűƔũƈƅŔ ʼnŕſŮ Ƒƅŏ ƒŧŎƔ ŕƈƈ
ŧƔŠiquestƄŮŗƑſŮƈƅŔƓžřƅƏƎŬŗřƔƏŧƗŔũžŔƏśƉŷƃƔƍŕƊ
ŗƒŰŧŽƃŒŗƒŵŧŽƃŒŗƒƈœśƃŒ řƔŲũſƅŔůƊś ƉŌ ƑƆŷ řƔƊŕŝƅŔ řƔŷũſƅŔƓŗųƅŔ ƇƁŕųƅŔ ŘŧƏŠ
ƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśƇƁũiquestƏŧŠƅŔŢŲƏƔƏřƔŲũſƅŔƋŨƍũŕŗśŦŔşœŕśƊŜƔţũƎŴƔřƊũśƂƈƅŔřƔƅŕƈśţƛŔřƈƔƂƅŔƉŌƉƈiquestƁŌŚƊŧƏśŬřƈƔƂŗƏƇŝƉƈřƔŲũſƅŔƋŨƍřţŰşśƊśŬƊ
ųƅŔ ƇƁŕųƅŔ ŘŧƏŠ ƉƏƄũŧƔ ƑŲũƈƅŔ ƉŌ ƒŌƓŗŕŠƔŏ iquestƄŮŗ ƓŗƔ ŜƔţ ƒƏƊŸƈƏiquestƈŕŸśƇŔũśţŕŗ ƑŲũƈƅŔ Ŷƈ ʼnŕŗųƗŔƉƏŷŔũƔƏ
ŕƈƄ ŕƎƅ řƂžŔũƈƅŔ řƔŬſƊƅŔ ƇƎśƅŕţƏ ƇƎŲũƈ ŽƏũŴƔ ŢƊƈƇƁŕųƅŔƓŗųƅŔƇƎŗ řƔŕƊŸƆƅƓžŕƄƅŔŚƁƏƅŔƑŲũƈƅŔŏƏ ƇƎŸŲƏƉŷ ƇƍũŕŗŦƓţŰƅŔ
frac34ƍťŞƃŒƏƃƍƕŒŗƒŵŧŽƃŒŗƒŰŧŽƃŒŧœŕřŤŒ
ŗƒƃœƆřšƙŒŗƆƒƀƃŒ žƍŧŽƃŒŧœŕřŤŒ
T-test ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ƃŒťŶŕ
13130000 131326062 2500 0592 3093 řƔŗųƅŔřƔŕŷũƅŔŘŧƏŠ
ŗƆƒƀƃŒŗƒƃœƆřšƙŒ žƍŧŽƃŒŧœŕřŤŒT-test ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ťŶŕƄƃŗƈƍƂƆƃŒťƍƈŕƃŒ
1313000 131322351 25 859 324 ũŧŕƁʼnŕŗųƗŔƏűƔũƈƅŔŕƎƊƈƓƊŕŸƔƓśƅŔřƆƄŮƈƅŔŽŕŮśƄŔƑƆŷƉ
1313000 131318045 25 821 307 ʼnŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔ
1313000 131315781 25 905 305 ƑſŮƈƅŔƓžřƔƏŧƗŔũžŔƏś
1313000 131314910 25 903 302 ƑſŮƈƅŔƓžűƔũƈƅŔʼnŕſŮŘŧƏŠ 1313ŗƃƙťƎƍřŪƆťƈŵĹœƒőœŮšōŗƃŒť
ŗƒŰŧŽƃŒŗƒŵŧŽƃŒŗśƃœśƃŒƉŌƑƆŷřŝƅŕŝƅŔřƔŷũſƅŔřƔŲũſƅŔůƊśřƔţŰƅŔƀžŔũƈƅŔŘŧƏŠ
ƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśƇƁũiquestƏŧŠƅŔŢŲƏƔƏřƔŲũſƅŔ ƋŨƍũŕŗśŦŔşœŕśƊ ƉƈŴţƜƊŜƔţƇƁũiquestƏŧŠƅŔ ƉŌ
řƔţŰƅŔƀžŔũƈƅŔ ŘŧƏŠ ŧŸŗƅ řƔƅŕƈśţƛŔ řƈƔƂƅŔƋŧƏƊŗřƆƈŕƄŔŧŷ ŕƈũƔŦƗŔŧƊŗƅŔƑſŮƈƅŔŽũżŗųŗśũƈƅŔƉƈiquestƁŌžřţŰşśƊśŬƊřƔŲũſƅŔ ƋŨƍřƔţŰƅŔ ƀžŔũƈƅŔ ŘŧƏŠ ƉƏƄũŧƔ ƑŲũƈƅŔ ƉŌ ƒŌ
ƒƏƊŸƈƏ ƓŗŕŠƔŏ iquestƄŮŗƉƈ řƅƏƂŸƈ řžŕŬƈƅŔ ƇƍũŴƊ řƎŠƏ Ɖƈž
Ƒƅŏ iquestŪƊƈƅŔƑſŮƈƅŔŪƄũƈ Ɠž ƓžŕŮƈƅŔ ƋŨƍ ŶŲƏƈś ƇƄţŗ ŔŨƍƏřƊƔŧƈƅŔċŽŕƄ ʼnŕŗųƗŔ ŧŧŷ ƉŌ ŧŠƊ ŕƈƄŘũžƏśƈ řƔŗųƅŔ ŘŪƎŠƗŔƏ
ŚŕſŰŔƏƈŗƏŘŧƔŠ
řţŰşśƊśŬƊřƂŗŕŬƅŔřƔŷũſƅŔŚŕƔŲũſƅŔũŕŗśŦŔşœŕśƊiquestƜŦƉƈřƔŬŕŬƗŔ řƔŲũſƅŔřŸŗŕśƅŔ řƈŕŸƅŔ ƓžŕŮƈƅŔ Ɠž ƑŲũƈƅŔ ƉŌ ƒŌ
ƊƔŧƈ Ɠž řţŰƅŔ ŘũŔŪƏƅřƔţŰƅŔŚŕƈŧŦƅŔ ŘŧƏŠ ƉƏƄũŧƔ ƀŮƈŧ řƒƏƊŸƈƏƓŗŕŠƔŏiquestƄŮŗřƈŧƂƈƅŔ
řƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
frac34ƍťŞƃŒŗƒƈœśƃŒŗƒŵŧŽƃŒŗƒŰŧŽƃŒŧœŕřŤŒŝőœřƈ
ŗƆƒƀƃŒŗƒƃœƆřšƙŒ
žƍŧŽƃŒŧœŕřŤŒT-test
ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ŧƒźřƆƃŒ
13130000 131313338 2500 0651 2834 ƓŗųƅŔƇƁŕųƅŔŘŧƏŠ
ŗƆƒƀƃŒŗƒƃœƆřšƙŒ
žƍŧŽƃŒŧœŕřŤŒT-test
ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ŗƒŵŧŽƃŒťƍƈŕƃŒ
1313000 131311964 25 988 295 ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸśšŕśſƊƛŔ
1313000 13139756 25 971 286 ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸśřƈţũƅŔ
1313000 131310772 25 983 291 ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸśƇŔũśţƛŔ
1313000 13135838 25 1044 273 űƔũƈƆƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ
1313000 13136056 25 1038 274 řƔŲũƈƅŔ řƅŕţƅŔ šũŮƅ ŖƔŗųƅŔ ƌŰŰŦƔ ƒŨƅŔ ŚƁƏƅŔ
űƔũƈƆƅ 1313000 13137832 25 999 280 ƑſŮƈƅŔƓžƉƔƆƈŕŸƅŔřƍŔŪƊ
1313ŗƃƙťƎƍřŪƆťƈŵĹœƒőœŮšōŗƃŒť
frac34ƍťŞƃŒŗśƃœśƃŒŗƒŵŧŽƃŒŗƒŰŧŽƃŒŧœŕřŤŒŝőœřƈ
ŗƒƃœƆřšƙŒŗƆƒƀƃŒ žƍŧŽƃŒŧœŕřŤŒT-test
ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ŧƒźřƆƃŒ
13130000 13137905 2500 0663 2701 řƔţŰƅŔƀžŔũƈƅŔŘŧƏŠ
ŗƒƃœƆřšƙŒŗƆƒƀƃŒ žƍŧŽƃŒŧœŕřŤŒT-test
ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ŗƒŵŧŽƃŒťƍƈŕƃŒ
1313000 131310628 25 960 289 ϰϔθϤϟϰϟϝΰϨϤϟϦϣΔϓΎδϤϟ
1313000 13137700 25 981 279 ϰϔθϤϟϲϓ˯ΎΒσϷΩΪϋ
1313000 13135215 25 999 270 ϰϔθϤϟϲϓΔϴΒτϟΓΰϬΟϷΩΪϋ
1313001 13133241 25 1002 262 ϲϨϘΘϟΎϫϮΘδϣϭΔϴΒτϟΓΰϬΟϷΓΩϮΟ
986 -018 25 107778 24993 ϰϔθϤϟϑήϏ
1313ŗƃƙťƎƍřŪƆťƈŵĹœƒőœŮšōŗƃŒť
řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈocircũŮŷŜƅŕŝƅŔŧƆŠƈƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
őœřƈƃŒordmordmordmŝ ƏƍƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔţŰƅŔŚŕƈŧŦƅŔŘŧƏŠũƔżśƈƉŏ
Ɠƍ ŧŕŸŗŌ řŝƜŝ ƉƈŽƅōśƔ ŜƔţ ŧŕŸŗƗŔ ŧŧŸśƈ ũƔżśƈ ŘŧƏŠƀžŔũƈƅŔ ŘŧƏŠƏ ƓŗųƅŔ ƇƁŕųƅŔ ŘŧƏŠƏ řƔţŰƅŔ řƔŕŷũƅŔ
řƔţŰƅŔ ŘŧƏŠ řƈŕŸƅŔ ƓžŕŮƈƅŔ Ɠž ƑŲũƈƅŔ ƃũŧƔřƔţŰƅŔ ŚŕƈŧŦƅŔ
ƒƏƊŸƈƏƓŗŕŠƔŏiquestƄŮŗřŝƜŝƅŔŕƍŧŕŸŗƗ ƒŮƍřƃŒordmordmordmŘœ
ƉƔśŠƔśƊƅŔƑƆŷćʼnŕƊŗƉƔśƂŗŕŬƅŔƔŕƈŗŜţŕŗƅŔƓŰƏƔśōƓ ŧŕŸŗƗŔŘŧŧŸśƈřƔţŰƅŔŚŕƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔūŕƔƂƈƇŔŧŦśŬŔ
ƒŨƅŔƉŅƊƁʼnŔũŠŏűũżƅ ƃƅŨƏ řƔũƏŬƅŔ řƔŗũŸƅŔ řœƔŗƅŔ ƑƆŷŕƎŠŨŕƈƊƓž iquestƏŕƊśśƓśƅŔŜƏţŗƅŔūŕƔƁřƄũŧƈƅŔ ŘŧƏŠƅŔ ũƔżśƈ
řƔţŰƅŔ ŚŕƈŧŦƆƅƐũŦŌ ċŚŔũƔżśƈ Ŷƈ ƌśŬŔũŧƅŕƈƔŬƛƓž ƓśƅŔ ŚŕŬŔũŧƅŔƐũŠśřƔŗũŸƅŔƏ ĻŕŰƏŰŦ řƔũƏŬƅŔ řœƔŗƅŔ Ɠž
ĻŕƈƏƈŷ ƑƆŷřŗŰƊƈƅŔŕƍŧƏƎŠƓžřţŰƅŔŘũŔŪƏũŔũƈśŬŔƉƔŬţśŘŧƏŠ
ŚŕƈŧŦřƔũƏŬƓžřƈŕŸƅŔƓžŕŮƈƅŔŕƈƔŬƛiquestŕţƓžĉƔƊŧƏŠƏřƅřƆƂśŬƈƌŗŮƏŌřƆƂśŬƈŚŕœƔƍƑƅŏƓžŕŮƈƅŔƋŨƍiquestƔƏţśűũſś
ŧƁ ƋũƏŧŗ ŔŨƍƏřƔţŰƅŔ ŕƎśŕƈŧŦƇƔŧƂśʼnŕƂƅřƔƅŕƈ ĻŕƈƏŬũiquestƆƂƔřƔţŰƅŔŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔƉƈƇƏŬũƅŔ ƋŨƍiquestŗŕƂƔ Ƈƅŕƈ
Ŭţś řƔƅŕƈƅŔƉƔƋŨƍ Ɠž řƈŧƂƈƅŔ řƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ƓžƓžŕŮƈƅŔ
ŞŒŧƆƃŒordmordmordmŴgt ŞŔũſƅŔřƈŕŬŌřƔţŰƅŔřƔŕŷũƅŔŚŕƈŧŦŘŧƏŠƇƔƔƂś
ũŴƊ řƎŠƏ Ɖƈ řƔũƏŬ Ɠž ƓƅŕŸƅŔ ƇƔƆŸśƅŔ ŚŕƔſŮśŬƈ ƓžƑŲũƈƅŔƑŲũƈƅŔŕŲũūŕƔƂƅŞŨƏƈƊƀŮƈŧřŸƈŕŠřƆŠƈ
řƔƊƏƊŕƂƅŔƏřƔŧŕŰśƁƛŔƇƏƆŸƆƅ gt ŽƏũŬŦ iquestŕƈƄ ŧƈţƈ ƉƈƔŌ ŚŕƈŧŦƅŔ ƀƔƏŬś
řƔţŰƅŔ ŚŕƔſŮśŬƈƅŔ ŘũŔŧŏ Ɠž ƓŰŰŦśƅŔ ƇƏƆŗŧƅŔ ŜţŗŕƔƊŕųƔũŗƅŔŪƄũƈƅŔƙŔřƔƈƊśƆƅƒũŕŮśŬƛŔƓƅƏŧŔŧũřƔ
gt ƒũƄŗƅŔ ũŬŕƔ ũƈŕŝ řƔţŰƅŔ ŚŕƈŧŦƅŔ ƀƔƏŬśƉŕƈŷŶƔŪƏśƅŔƏũŮƊƆƅřƔƈƆŸƅŔƒũƏŪŕƔƅŔũŔŧ
gt ĺŔ ƀŪũ řƆŦƊ ŘŧƔŕŷ iquestƔƆţśƅŔ Ɠž ƉƔŝţŕŗƅŔ iquestƔƅŧƓœŕŰţƙŔŘũƍŕƂƅŔřſƅŎƈƅŔ
gt ƓŗŷŪƅŔŧƈţŪƔŕžƐƏśŬƈƅʼnƜƈŸƅŔŚŕŸƁƏśƏʼnŔũŊƓžřƆƈŕŸƅŔƒƏƆŦƅŔiquestŕŰśƛŔŚŕƄũŮƉƈřƈŧƂƈƅŔřƈŧŦƅŔŘŧƏŠ
ƉŧũƗŔ iquestŕƈŷƗŔ ŘũŔŧŏ Ɠž řƔƊŧũƗŔ řƆŠƈƅŔ
gt ŗƔŔũŻƒŪƏžřƓţŗũ ŭƈƍŧ ƇƔŸƊ ŧŗŷ ƉƔƈŌ ŧƅŕŦ ƉŬţƅŔŘũŕŗŠƏŗŌƓƊŕƍƏĺŔƓžƓƈƆŸƅŔŜţŗƅŔŖƔƅŕŬŌ
řƔƊŕŬƊƙŔƏřƔŷŕƈśŠƛŔƇƏƆŸƅŔƉŕƈŷiquestœŔƏũŔŧ gt ƓƅŕŬŸƅŔŖƔŧŌŧƈţƈŶƁŔƏƅŔũƔƏųśŚŕŗƆųśƈƏŶƁŔƏ
ƓţŰƅŔ ƓžŕƂŝƅŔ ũƔƏųśƅŔƏ ƓƈƆŸƅŔ ŜţŗƆƅ ƓƊųƏƅŔ ũƈśŎƈƅŔƀŮƈŧ
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ƓƈƏƄţƅŔ iquestƔƆŦƅŔ ƑſŮśŬƈƔƅŕŷř řŸŬƅŔ ŘũŔŧŏ iquestƜŦ ƉƈřƔŠŕśƊƙŔiquestƔƆŦƅŔ řŸƈ੠iquestƔƆŦƅŔ ŕƔƆŸƅŔ ŚŕŬŔũŧƅŔ řƔƆƄ
ƓƈƆŸƅŔŜţŗƅŔƏ gt řƅŧŕŗŸƅŔ Ɖŕƈŝŷ iquestƜų Ə ũƏŮŕŷ ƉƔŬţŽŬƏƔ
ŕƔƆŸƅŔ ŚŕŬŔũŧƅŔ Ɠž řƔƈƔƆŸśƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ūŕƔƁ řƅŕţ şƈŕƊũŗMBAŘŪżŗ řƔƈƜŬƙŔ řŸƈŕŠƅŔ Ɠž řŸƈ੠řƆŠƈƑŰƁƗŔ
[14] Andaleeb S (2000) Public and Private Hospitals in Bangladesh service quality and predictors of hospital choice Health Policy and Planning 15(1) 95-102
[15] Babakus E amp Mangold W (1992) Adapting the SERVQUAL scale to hospital services an empirical investigation Health Services Research 26(6) 767-786
[16] Bentler P M (1992) On the fit of models to covariances and methodology to the Bulletin Psychological Bulletin 112(3) 400-404
řƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
[17] Bhandari L (2006) Social infrastructure urban health and education Retrieved June 15 2011 from httpwww3inetworkorgreportsIIR2006Social_Infrapdf
[18] Bolton R amp Drew J (1988) A model of perceived service value technical note 88-420 Waltham MA GTE Laboratories
[19] Bos A Vosselman N Hoogstraten J amp Prahl-Andersen B (2005) Patient Compliance A Determinant of Patient Satisfaction Angle Orthodontist 75(4) 526531
[20] Calnan M (1988) Towards a conceptual framework of lay evaluation of health care Social Sciences and Medicine 27(9) 927-933
[21] Choi K-S Cho W-H Lee S Lee H amp Kim C (2004) The relationships among quality value satisfaction and behavioral intention in health care provider choice A South Korean study Journal of Business Research 57(8) 913 921
[22] Donabedian A (1992) Defining and measuring the quality of health care Williams amp Wilkins Baltimore MD
[23] Dutton D B Gomby D amp Fowles J (1985) Satisfaction with Childrens Medical Care in
Six Different Ambulatory settings Medical Care 23(7) 894-912
[24] Elleuch A (2008) Patient satisfaction in Japan International Journal of Health Care Quality Assurance 21(7) 692-705
[25] Fitzpatrick R (1991) Survey of patient satisfaction I- important general considerations BMJ 302(6781) 887-889
[26] Gill L amp White L (2009) A critical review of patient satisfaction Leadership in Health Services 22(1) 8-19
[27] Haddad S Founier P amp Potvin L (1998b) Measuring lay peoples perceptions of the quality of primary health care services in developing countries Validation of a 20-item scale International journal for Quality in Health Cam 10(2) 93-104
[28] Haddad S Fournier P Machouf N amp Yatara F (1998a) What does quality mean to lay people Community perceptions of primary care services in Guinea Social Science and Medicine 47(3) 381-394
[29] Haddad S Potvin L Roberge D Pineault R amp Remondin M (2000) Patient perception of quality following a visit to a doctor in a primary care unit Family Practice 17(1) 21-29
[30] Hu L-T amp Bentler P M (1995) Evaluating model fit In R Hoyle (Ed) Structural equation modeling Concepts issues and
applications (pp 7699) Thousand Oaks CA Sage
[31] Jawahar S K (2007) A Study on out Patient Satisfaction of a Super Specialty Hospital in India Internet Journal of Medical Update 2(2) 13-17
[32] Jenkinson C Coulter A Bruster S Richards N amp Chandola T (2002) Patients experiences and satisfaction with health care Quality and Safety in Health Care 11(4) 335-339
[33] Joumlreskog K G amp Soumlrbom D (1989) LISREL 7 users reference guide Chicago Scientific Software
[34] Kilincer C amp Zileli M (2006) Visual Analog patient Satisfaction Scale Balkan Medical Journal 23(3) 113-118
[35] Kotler P amp Armstrong G (1994) Marketing Management Analysis planning Implementation and Control New Jersy Hall Engle wood cliffs
[36] Lim P C amp Tang N (2000) A study of patients expectations and satisfaction in Singapore hospitals International Journal of Health Care Quality Assurance 13(7) 290-299
[37] MacCallum R C Browne M W amp Sugawara H M (1996) Power analysis and determination of sample size for covariance structure modeling Psychological Methods 1(2) 130-149
[38] Naidu A (2009) Factors affecting patient satisfaction and healthcare quality International Journal of Health Care Quality Assurance 22(4) 366-381
[39] Nakijima H (1997) Better Health Through better life of Recourses World Health The Magazine of (WHO) 50th year(5) 9-10
[40] Palmer R (1991) Considerations in defining quality of care Health Administration Press Ann Arbor MI
[41] Parasuraman A Berry L amp Zeithaml V (1993) More on improving service quality measurement Journal of Retailing 69(1) 140-147
[42] Parasuraman A Zeithaml V amp Berry L (1985) A conceptual model of service quality and its implications for future research Journal of Marketing 49(4) 41-50
[43] Parasuraman A Zeithaml V amp Berry L (1988) SERVQUAL a multiple-item scale for measuring consumer perceptions of service quality Journal of Retailing 64(1) 12-40
[44] Parasuraman A Zeithaml V amp Berry L (1991) Refinement and reassessment of the
řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈocircŧƆŠƈƅŔũŮŷŜƅŕŝƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
SERVQUAL scale Journal of Retailing 67(4) 420-450
[45] Parasuraman A Zeithaml V amp Berry L (1994a) Alternating scales for measuring service quality a comparative assessment based on psychometric and diagnostic criteria Journal of Retailing 70(3) 201-230
[46] Parasuraman A Zeithaml V amp Berry L (1994b) Reassessment of expectations as a comparison standard in measuring service quality implications for further research Journal of Marketing 58(1) 111-124
[47] Rao K Peters D amp Bandeen-Roche K (2006) Towards Patient-centred health services in India a scale to measure patients perception of quality International Journal for Quality in Health Care 18(6) 414-421
[48] Reerink I amp Sauerborn R (1996) Quality of primary health care in developing countries recent experiences and future directions International Journal for Quality in Health Care 8(2) 131-139
[49] Reerink I amp Sauerborn R (1996) Quality of primary health care in developing countries recent experiences and future directions International Journal for Quality in Health Care 8(2) 131-139
[50] Smithson M (2005) Statistics with confidence Thousand Oaks CA Sage Publications
[51] Smits H Leatherman S amp Berwick D (2002) Quality Improvement in the Developing World International Journal for Quality in Health Care 14(6) 439-440
[52] Sofaer S amp Firminger K (2005) Patient perceptions of the quality of health services Annual Review of Public Health 26( April) 513-559
[53] Sohail M S (2003) Service quality in hospitals more favourable than you might think Managing Service Quality 13(3) 197-206
[54] Sreenivas T amp Prasad G (2003) Patient Satisfaction - A Comparative Study Journal of the Academy of Hospital Administration 15(2) 7-12
[55] Tharenou P Donohue R amp Cooper B (2007) Management Research Methods Cambridge Cambridge University Press
[56] Thomas J W amp Penchansky R (1984) Relating Satisfaction With Access to Utilization of Services Medical Care 22(6) 553-568
[57] Thomason J amp Edwards K (1991) Using indicators to assess quality of hospital services in Papua New Guinea International Journal on Health Planning Management 6(4) 309-324
[58] Wilde-Larsson B amp Bergstrom K (2005) Adolescents perception of the quality of
orthodontic treatment Scandinavian Journal of Caring Sciences 19(2) 95-101
[59] Zeithaml V (1988) Consumer perceptions of price quality and value a means-end model and synthesis of evidence Journal of Marketing 52(3) 2-22
[60] Zeithaml V Berry L amp Parasuraman A (1993) The nature and determinants of customer expectations of service Journal of the Academy of Marketing Science 21(1) 1-12
[61] Zeithaml V Berry L amp Parasuraman A (1996) The behavioural consequences of service quality Journal of Marketing 60(2) 31-46
[62] Zeithaml V Parasuraman A amp Berry L (1985) Problems and strategies in services marketing Journal of Marketing 49(2) 33-46
[63] Zeithaml V Parasuraman A amp Berry L (1990) Delivering Quality Service Balancing Customer Perceptions and Expectations New York Free Press
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ŽũŷŌƛ ƓśƅŔƇŕŷiquestƄŮŗ
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ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƇƍŕŲũƈƅʼnŕŗųƗŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ 10
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žƍŧŽƃŒŧœŕřŤŒT-test
ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ŗƒŵŧŽƃŒťƍƈŕƃŒ
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1313000 13139756 25 971 286 ƑŲũƈƅŔŶƈʼnŕŗųƗŔiquestƈŕŸśřƈţũƅŔ
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ŗƒƃœƆřšƙŒŗƆƒƀƃŒ žƍŧŽƃŒŧœŕřŤŒT-test
ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ŧƒźřƆƃŒ
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1313ŗƃƙťƎƍřŪƆťƈŵĹœƒőœŮšōŗƃŒť
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őœřƈƃŒordmordmordmŝ ƏƍƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔţŰƅŔŚŕƈŧŦƅŔŘŧƏŠũƔżśƈƉŏ
Ɠƍ ŧŕŸŗŌ řŝƜŝ ƉƈŽƅōśƔ ŜƔţ ŧŕŸŗƗŔ ŧŧŸśƈ ũƔżśƈ ŘŧƏŠƀžŔũƈƅŔ ŘŧƏŠƏ ƓŗųƅŔ ƇƁŕųƅŔ ŘŧƏŠƏ řƔţŰƅŔ řƔŕŷũƅŔ
řƔţŰƅŔ ŘŧƏŠ řƈŕŸƅŔ ƓžŕŮƈƅŔ Ɠž ƑŲũƈƅŔ ƃũŧƔřƔţŰƅŔ ŚŕƈŧŦƅŔ
ƒƏƊŸƈƏƓŗŕŠƔŏiquestƄŮŗřŝƜŝƅŔŕƍŧŕŸŗƗ ƒŮƍřƃŒordmordmordmŘœ
ƉƔśŠƔśƊƅŔƑƆŷćʼnŕƊŗƉƔśƂŗŕŬƅŔƔŕƈŗŜţŕŗƅŔƓŰƏƔśōƓ ŧŕŸŗƗŔŘŧŧŸśƈřƔţŰƅŔŚŕƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔūŕƔƂƈƇŔŧŦśŬŔ
ƒŨƅŔƉŅƊƁʼnŔũŠŏűũżƅ ƃƅŨƏ řƔũƏŬƅŔ řƔŗũŸƅŔ řœƔŗƅŔ ƑƆŷŕƎŠŨŕƈƊƓž iquestƏŕƊśśƓśƅŔŜƏţŗƅŔūŕƔƁřƄũŧƈƅŔ ŘŧƏŠƅŔ ũƔżśƈ
řƔţŰƅŔ ŚŕƈŧŦƆƅƐũŦŌ ċŚŔũƔżśƈ Ŷƈ ƌśŬŔũŧƅŕƈƔŬƛƓž ƓśƅŔ ŚŕŬŔũŧƅŔƐũŠśřƔŗũŸƅŔƏ ĻŕŰƏŰŦ řƔũƏŬƅŔ řœƔŗƅŔ Ɠž
ĻŕƈƏƈŷ ƑƆŷřŗŰƊƈƅŔŕƍŧƏƎŠƓžřţŰƅŔŘũŔŪƏũŔũƈśŬŔƉƔŬţśŘŧƏŠ
ŚŕƈŧŦřƔũƏŬƓžřƈŕŸƅŔƓžŕŮƈƅŔŕƈƔŬƛiquestŕţƓžĉƔƊŧƏŠƏřƅřƆƂśŬƈƌŗŮƏŌřƆƂśŬƈŚŕœƔƍƑƅŏƓžŕŮƈƅŔƋŨƍiquestƔƏţśűũſś
ŧƁ ƋũƏŧŗ ŔŨƍƏřƔţŰƅŔ ŕƎśŕƈŧŦƇƔŧƂśʼnŕƂƅřƔƅŕƈ ĻŕƈƏŬũiquestƆƂƔřƔţŰƅŔŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔƉƈƇƏŬũƅŔ ƋŨƍiquestŗŕƂƔ Ƈƅŕƈ
Ŭţś řƔƅŕƈƅŔƉƔƋŨƍ Ɠž řƈŧƂƈƅŔ řƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ƓžƓžŕŮƈƅŔ
ŞŒŧƆƃŒordmordmordmŴgt ŞŔũſƅŔřƈŕŬŌřƔţŰƅŔřƔŕŷũƅŔŚŕƈŧŦŘŧƏŠƇƔƔƂś
ũŴƊ řƎŠƏ Ɖƈ řƔũƏŬ Ɠž ƓƅŕŸƅŔ ƇƔƆŸśƅŔ ŚŕƔſŮśŬƈ ƓžƑŲũƈƅŔƑŲũƈƅŔŕŲũūŕƔƂƅŞŨƏƈƊƀŮƈŧřŸƈŕŠřƆŠƈ
řƔƊƏƊŕƂƅŔƏřƔŧŕŰśƁƛŔƇƏƆŸƆƅ gt ŽƏũŬŦ iquestŕƈƄ ŧƈţƈ ƉƈƔŌ ŚŕƈŧŦƅŔ ƀƔƏŬś
řƔţŰƅŔ ŚŕƔſŮśŬƈƅŔ ŘũŔŧŏ Ɠž ƓŰŰŦśƅŔ ƇƏƆŗŧƅŔ ŜţŗŕƔƊŕųƔũŗƅŔŪƄũƈƅŔƙŔřƔƈƊśƆƅƒũŕŮśŬƛŔƓƅƏŧŔŧũřƔ
gt ƒũƄŗƅŔ ũŬŕƔ ũƈŕŝ řƔţŰƅŔ ŚŕƈŧŦƅŔ ƀƔƏŬśƉŕƈŷŶƔŪƏśƅŔƏũŮƊƆƅřƔƈƆŸƅŔƒũƏŪŕƔƅŔũŔŧ
gt ĺŔ ƀŪũ řƆŦƊ ŘŧƔŕŷ iquestƔƆţśƅŔ Ɠž ƉƔŝţŕŗƅŔ iquestƔƅŧƓœŕŰţƙŔŘũƍŕƂƅŔřſƅŎƈƅŔ
gt ƓŗŷŪƅŔŧƈţŪƔŕžƐƏśŬƈƅʼnƜƈŸƅŔŚŕŸƁƏśƏʼnŔũŊƓžřƆƈŕŸƅŔƒƏƆŦƅŔiquestŕŰśƛŔŚŕƄũŮƉƈřƈŧƂƈƅŔřƈŧŦƅŔŘŧƏŠ
ƉŧũƗŔ iquestŕƈŷƗŔ ŘũŔŧŏ Ɠž řƔƊŧũƗŔ řƆŠƈƅŔ
gt ŗƔŔũŻƒŪƏžřƓţŗũ ŭƈƍŧ ƇƔŸƊ ŧŗŷ ƉƔƈŌ ŧƅŕŦ ƉŬţƅŔŘũŕŗŠƏŗŌƓƊŕƍƏĺŔƓžƓƈƆŸƅŔŜţŗƅŔŖƔƅŕŬŌ
řƔƊŕŬƊƙŔƏřƔŷŕƈśŠƛŔƇƏƆŸƅŔƉŕƈŷiquestœŔƏũŔŧ gt ƓƅŕŬŸƅŔŖƔŧŌŧƈţƈŶƁŔƏƅŔũƔƏųśŚŕŗƆųśƈƏŶƁŔƏ
ƓţŰƅŔ ƓžŕƂŝƅŔ ũƔƏųśƅŔƏ ƓƈƆŸƅŔ ŜţŗƆƅ ƓƊųƏƅŔ ũƈśŎƈƅŔƀŮƈŧ
gt ƓƆŷ ƉŕƈƔƆŬ Ə ƇƏũŮŦƅŔ ŧƈţƈ ƀũſƅŔ ũŝŌřƈƜŸƆƅ ƃƆƎśŬƈƅŔ ʼnƛƏ ƑƆŷ řƄũŧƈƅŔ ŘŧƏŠƅŔƏ ƃũŧƈƅŔ
řƔũ੶ƅŔ řƔƊƏƊŕƂƅŔƏ řƔŧŕŰśƁƛŔ ƇƏƆŸƆƅ ƀŮƈŧ řŸƈ੠řƆŠƈ
gt ŭƏƄƏƔƍřƆƈŕŮƅŔŘŧƏŠƅŔŘũŔŧŏƑƆŷŚŕƂƔŗųśƓţŰƅŔŵŕųƂƅŔƏƒŧƈţƗŔŧƔŕŷƉŗiquestƜųŧŗŷŧŸŬŧƅŕŦ
ƉƏƈŠũśƈƅŔŧŸŬŪƔŪŸƅŔƉŕƈŷŶƔŪƏśƅŔƏũŮƊƆƅiquestœŔƏũŔŧ gt řƔũƏŬƅŔ řţŰƅŔ ŘũŔŪƏ řƔţŰƅŔ ŚŔũŮŎƈƅŔ
ŧŔŧũśŬƛŔ ťƔũŕśƉŔũƔŪţ řţŰƅŔ ŘũŔŪƏ Ɖƈ řƔũƏŬƅŔhttpmohgovsy
gt ƓƄũƄƅŔ ũŰŕƊ ŧƈţƈ ƇŕŬƏ ŘŧƏŠŚŕƈŧŦƅŔƉƔųŬƆžƓž řƔŬžŕƊśƅŔ ŘŪƔƈƅŔƀƔƂţśƑƆŷ ŕƍũŝŌ Ə řƔžũŰƈƅŔ
ƉœŕŗŪƅŔ Ə ƉƔƔũŔŧƙŔ ũŴƊ řƎŠƏ ƉƈũƔŻ ũƔśŬŠŕƈ řƅŕŬũƓƈƆŸƅŔŜţŗƅŔƏŕƔƆŸƅŔŚŕŬŔũŧƅŔřƔƆƄiquestƔƆŦƅŔřŸƈŕŠŘũƏŮƊƈ
iquestƔƆŦƅŔ gt ƉŕųƆŬ ƇƔŬƏ Ɠž řƈŧƂƈƅŔŚŕƈŧŦƅŔ ŘŧƏŠũƔƏųś
ƓƈƏƄţƅŔ iquestƔƆŦƅŔ ƑſŮśŬƈƔƅŕŷř řŸŬƅŔ ŘũŔŧŏ iquestƜŦ ƉƈřƔŠŕśƊƙŔiquestƔƆŦƅŔ řŸƈ੠iquestƔƆŦƅŔ ŕƔƆŸƅŔ ŚŕŬŔũŧƅŔ řƔƆƄ
ƓƈƆŸƅŔŜţŗƅŔƏ gt řƅŧŕŗŸƅŔ Ɖŕƈŝŷ iquestƜų Ə ũƏŮŕŷ ƉƔŬţŽŬƏƔ
ŕƔƆŸƅŔ ŚŕŬŔũŧƅŔ Ɠž řƔƈƔƆŸśƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ūŕƔƁ řƅŕţ şƈŕƊũŗMBAŘŪżŗ řƔƈƜŬƙŔ řŸƈŕŠƅŔ Ɠž řŸƈ੠řƆŠƈƑŰƁƗŔ
[14] Andaleeb S (2000) Public and Private Hospitals in Bangladesh service quality and predictors of hospital choice Health Policy and Planning 15(1) 95-102
[15] Babakus E amp Mangold W (1992) Adapting the SERVQUAL scale to hospital services an empirical investigation Health Services Research 26(6) 767-786
[16] Bentler P M (1992) On the fit of models to covariances and methodology to the Bulletin Psychological Bulletin 112(3) 400-404
řƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
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Six Different Ambulatory settings Medical Care 23(7) 894-912
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[44] Parasuraman A Zeithaml V amp Berry L (1991) Refinement and reassessment of the
řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈocircŧƆŠƈƅŔũŮŷŜƅŕŝƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
SERVQUAL scale Journal of Retailing 67(4) 420-450
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orthodontic treatment Scandinavian Journal of Caring Sciences 19(2) 95-101
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[62] Zeithaml V Parasuraman A amp Berry L (1985) Problems and strategies in services marketing Journal of Marketing 49(2) 33-46
[63] Zeithaml V Parasuraman A amp Berry L (1990) Delivering Quality Service Balancing Customer Perceptions and Expectations New York Free Press
řƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
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ŷřŗŕŠƙŔƓžƉƏŕŸśƅŔƑŠũƔƉřƆœŬŌŕƎŸƔƈŠřƊŕŗśŬƛŔƋŨƍŷřŗŕŠƙŔƓžřƈƔũƄƅŔƇƄśƈƍŕŬƈƉōŗ ĻŕƈƆŷƉƓžŜţŕŗƅŔŧŷŕŬśŬřƆœŬƗŔƋŨƍƉŌƑƅŏƇƄƍŕŗśƊŔƌŠƏƊƏŘƏŠũƈƅŔřƔƈƆŸƅŔşœŕśƊƅŔƑƅŏiquestŰƏśƅŔųƂžƓƈƆŸƅŔŜţŗƅŔűŔũŻƗƇŧŦśŬśŬŕƎŗƉƏƅŧśŬƓśƅŔŚŕƈƏƆŸƈƅŔƏŠũōžƇƄƊƈ
ŧŕƔţƏřƁŧŗřŗŕŠƙŔũƔŧƂśƅŔƏƇŔũśţƛŔƀœŕžiquestƏŗƂŗŔƏƆŲſśƏ
ŜţŕŗƅŔŧŧƏƈţƈƇŕŬŗƓƆŷ ŵŗŕœŞƗŒƁřŧŰšƇƆƏŞŧƒƇƓŒŗƄőŪƕŒřŖŧœŬōŴŰƍŕŗƒƁřŕœŞōfrac34śƆƒƐŦƃŒƇœƂƆƃŒƑż ūƊŠƅŔ
ũƄŨƑŝƊŌ
ƓƈƔƆŸśƅŔƐƏśŬƈƅŔ ĉƓƈŌ
ƓŬŕŬŌƇƔƆŸśƏŌřƔƏƊŕŝ
ŘŪŕŠŏ
ŕƔƆŷŚŕŬŔũŧ
ũƈŸƅŔ
řƊŬƉƔũŮŷƉƈiquestƁŌ
řƊŬƉƔŝƜŝƑśţƏƉƔũŮŷƉƈ
ƉƈƐŧţŏƀƏžŕƈžřƊŬƉƔŝƜŝƏ
ƃƆŦŧƒũƎŮƅŔ
iquestŽƛŊŘũŮŷƉƈiquestƁŌū
ŽƅŌƉƔŝƜŝƑśţƏŽƛŊŘũŮŷƉƈ
ŽƅŌƉƔŝƜŝƉƈũŝƄŌ
ŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈřƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏocircũŮŷŜƅŕŝƅŔŧƆŠƈƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
44
ƁřŧŰšƇƆƏŞŧƒŗŶŕœřƆŵŗŕœŞƗŒƇƕŒŗƄőŪƓŒřŖŧœŬōŴŰƍŕŗƒƁřŕœŞōfrac34śƆƒƐŦƃŒƇœƂƆƃŒƑż
ƗŒŗŕœŞ frac34ŒŌŪƃŒ ƅſŧfrac34ŒŌŪƃŒ
ƉƔũŧŕƁũƔŻ ƛŌŽũŷ ƑƅŏƉƔũŧŕƁŕƈŧţ ũŧŕƁƏĻŔŧŠƉ ũŧŕƁʼnŕŗųƗŔiquestƍƃƔŌũŗƏƉƓśƅŔřƆƄŮƈƅŔŽŕŮśƄŔƑƆŷ
űƔũƈƅŔŕƎƊƈƓƊŕŸƔ 1
ƓśƅŔŚŬƔƅŕƎŠŕśţŌ
ŽũŷŌƛ ƓśƅŔƇŕŷiquestƄŮŗ
ŕƎŠŕśţŌ iquestŸſƅŕŗŕƎŠŕśţŌƓśƅŔ ƓƍƑſŮƈƅŔƓžʼnŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔƃƔŌũŗ 2
řŗƏŸŰŗ ŽũŷŌƛ řƅƏƎŬŗĻŕƔŗŬƊ řƅƏƎŬŗ ƃƔŌũŗƋŨƍƉƈřƔƏŧƗŔƑƆŷiquestƏŰţƅŔƑŲũƈƆƅƉƄƈƔƑſŮƈƅŔ
3
ŘŧƔŠũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏŘŧƔŠ ŘŧƔŠ ƑſŮƈƅŔŕƎƈŧƂśƓśƅŔřƔƏŧƗŔ 4
ƉƏĿſŮąƔƛŧƔŠiquestƄŮŗ
ŽũŷŌƛ ŧƔŠiquestƄŮŗƉƏĿſŮąƔ
ĻŕƔŗŬƊ ŧƔŠiquestƄŮŗƉƏĿſŮąƔ ƅŔƑŲũƈƅŔƉƔŨƑſŮƈƅŔƋŨƎŗƇƎŗƑƊŸąƔ 5
ŧƔŠũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏŧƔŠ ŧƔŠ iquestƄŮŗƇƍŕŲũƈʼnŕſŮƉƏŸŗŕśƔƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔ 6
ŢśſƊƈũƔŻĻŕƔœŕƎƊ
ŽũŷŌƛ ŕƈŧţƑƅŏŢśſƊƈ ŢśſƊƈ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 7
ĻŕƈƔţũūƔƅĻŕƔœŕƎƊ
ŽũŷŌƛ ŕƈŧţƑƅŏƇƔţũ ƇƔţũ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 8
ĻŕƈũśţƈūƔƅĻŕƔœŕƎƊ
ŽũŷŌƛ ŕƈŧţƑƅŏƇũśţƈ Ƈũśţƈ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 9
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƇƍŕŲũƈƅʼnŕŗųƗŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ 10
ċŽŕƄũƔŻ ŽũŷŌƛ ĻŕƔŗŬƊċŽŕƄ ċŽŕƄ ƇƎƅŔƏţũŮƔƅƇƍŕŲũƈƅʼnŕŗųƗŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔƉŷ
ƇƎŲũƈ 11
ŔƏŬƔƅƉƔƎƔŪƊ ŽũŷŌƛ ƉƏƎƔŪƊŧţƑƅŏŕƈ
ƉƏƎƔŪƊ ƑſŮƈƅŔŔŨƍƓžƉƏƆƈŕŸƅŔ 12
řƅƏƂŸƈŚŬƔƅ ŽũŷŌƛ ŕƈŧţƑƅŏřƅƏƂŸƈ řƅƏƂŸƈ ƑſŮƈƅŔƑƅŏƃśƔŗƉƈřžŕŬƈƅŔ 13
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƑſŮƈƅŔŔŨƍƓžʼnŕŗųƗŔŧŧŷ 14
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ŧŧŷƑſŮƈƅŔƋŨƍƓžřƔŗųƅŔŘŪƎŠƗŔ 15
ũƔŻŘŧƔŠ ŽũŷŔƛ ŕƈŕŷƏƊŘŧƔŠ ŘŧƔŠ ƃƔŌũŗ ĻŕƔƊƂśŘũƏųśƈƏŘŧƔŠƑſŮƈƅŔƓžŘŪƎŠƗŔiquestƍ 16
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƃƔŌũŗũŕŴśƊƛŔŽũŻŧŧŷƏƓŗųƅŔůţſƅŔŽũŻ
ƏƑſŮƈƅŔŽũŻ 17
ŜţŕŗƅŔ
ŧŗƓƆŷŧƏƈţƈƇŕŬ
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őœřƈƃŒordmordmordmŝ ƏƍƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔţŰƅŔŚŕƈŧŦƅŔŘŧƏŠũƔżśƈƉŏ
Ɠƍ ŧŕŸŗŌ řŝƜŝ ƉƈŽƅōśƔ ŜƔţ ŧŕŸŗƗŔ ŧŧŸśƈ ũƔżśƈ ŘŧƏŠƀžŔũƈƅŔ ŘŧƏŠƏ ƓŗųƅŔ ƇƁŕųƅŔ ŘŧƏŠƏ řƔţŰƅŔ řƔŕŷũƅŔ
řƔţŰƅŔ ŘŧƏŠ řƈŕŸƅŔ ƓžŕŮƈƅŔ Ɠž ƑŲũƈƅŔ ƃũŧƔřƔţŰƅŔ ŚŕƈŧŦƅŔ
ƒƏƊŸƈƏƓŗŕŠƔŏiquestƄŮŗřŝƜŝƅŔŕƍŧŕŸŗƗ ƒŮƍřƃŒordmordmordmŘœ
ƉƔśŠƔśƊƅŔƑƆŷćʼnŕƊŗƉƔśƂŗŕŬƅŔƔŕƈŗŜţŕŗƅŔƓŰƏƔśōƓ ŧŕŸŗƗŔŘŧŧŸśƈřƔţŰƅŔŚŕƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔūŕƔƂƈƇŔŧŦśŬŔ
ƒŨƅŔƉŅƊƁʼnŔũŠŏűũżƅ ƃƅŨƏ řƔũƏŬƅŔ řƔŗũŸƅŔ řœƔŗƅŔ ƑƆŷŕƎŠŨŕƈƊƓž iquestƏŕƊśśƓśƅŔŜƏţŗƅŔūŕƔƁřƄũŧƈƅŔ ŘŧƏŠƅŔ ũƔżśƈ
řƔţŰƅŔ ŚŕƈŧŦƆƅƐũŦŌ ċŚŔũƔżśƈ Ŷƈ ƌśŬŔũŧƅŕƈƔŬƛƓž ƓśƅŔ ŚŕŬŔũŧƅŔƐũŠśřƔŗũŸƅŔƏ ĻŕŰƏŰŦ řƔũƏŬƅŔ řœƔŗƅŔ Ɠž
ĻŕƈƏƈŷ ƑƆŷřŗŰƊƈƅŔŕƍŧƏƎŠƓžřţŰƅŔŘũŔŪƏũŔũƈśŬŔƉƔŬţśŘŧƏŠ
ŚŕƈŧŦřƔũƏŬƓžřƈŕŸƅŔƓžŕŮƈƅŔŕƈƔŬƛiquestŕţƓžĉƔƊŧƏŠƏřƅřƆƂśŬƈƌŗŮƏŌřƆƂśŬƈŚŕœƔƍƑƅŏƓžŕŮƈƅŔƋŨƍiquestƔƏţśűũſś
ŧƁ ƋũƏŧŗ ŔŨƍƏřƔţŰƅŔ ŕƎśŕƈŧŦƇƔŧƂśʼnŕƂƅřƔƅŕƈ ĻŕƈƏŬũiquestƆƂƔřƔţŰƅŔŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔƉƈƇƏŬũƅŔ ƋŨƍiquestŗŕƂƔ Ƈƅŕƈ
Ŭţś řƔƅŕƈƅŔƉƔƋŨƍ Ɠž řƈŧƂƈƅŔ řƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ƓžƓžŕŮƈƅŔ
ŞŒŧƆƃŒordmordmordmŴgt ŞŔũſƅŔřƈŕŬŌřƔţŰƅŔřƔŕŷũƅŔŚŕƈŧŦŘŧƏŠƇƔƔƂś
ũŴƊ řƎŠƏ Ɖƈ řƔũƏŬ Ɠž ƓƅŕŸƅŔ ƇƔƆŸśƅŔ ŚŕƔſŮśŬƈ ƓžƑŲũƈƅŔƑŲũƈƅŔŕŲũūŕƔƂƅŞŨƏƈƊƀŮƈŧřŸƈŕŠřƆŠƈ
řƔƊƏƊŕƂƅŔƏřƔŧŕŰśƁƛŔƇƏƆŸƆƅ gt ŽƏũŬŦ iquestŕƈƄ ŧƈţƈ ƉƈƔŌ ŚŕƈŧŦƅŔ ƀƔƏŬś
řƔţŰƅŔ ŚŕƔſŮśŬƈƅŔ ŘũŔŧŏ Ɠž ƓŰŰŦśƅŔ ƇƏƆŗŧƅŔ ŜţŗŕƔƊŕųƔũŗƅŔŪƄũƈƅŔƙŔřƔƈƊśƆƅƒũŕŮśŬƛŔƓƅƏŧŔŧũřƔ
gt ƒũƄŗƅŔ ũŬŕƔ ũƈŕŝ řƔţŰƅŔ ŚŕƈŧŦƅŔ ƀƔƏŬśƉŕƈŷŶƔŪƏśƅŔƏũŮƊƆƅřƔƈƆŸƅŔƒũƏŪŕƔƅŔũŔŧ
gt ĺŔ ƀŪũ řƆŦƊ ŘŧƔŕŷ iquestƔƆţśƅŔ Ɠž ƉƔŝţŕŗƅŔ iquestƔƅŧƓœŕŰţƙŔŘũƍŕƂƅŔřſƅŎƈƅŔ
gt ƓŗŷŪƅŔŧƈţŪƔŕžƐƏśŬƈƅʼnƜƈŸƅŔŚŕŸƁƏśƏʼnŔũŊƓžřƆƈŕŸƅŔƒƏƆŦƅŔiquestŕŰśƛŔŚŕƄũŮƉƈřƈŧƂƈƅŔřƈŧŦƅŔŘŧƏŠ
ƉŧũƗŔ iquestŕƈŷƗŔ ŘũŔŧŏ Ɠž řƔƊŧũƗŔ řƆŠƈƅŔ
gt ŗƔŔũŻƒŪƏžřƓţŗũ ŭƈƍŧ ƇƔŸƊ ŧŗŷ ƉƔƈŌ ŧƅŕŦ ƉŬţƅŔŘũŕŗŠƏŗŌƓƊŕƍƏĺŔƓžƓƈƆŸƅŔŜţŗƅŔŖƔƅŕŬŌ
řƔƊŕŬƊƙŔƏřƔŷŕƈśŠƛŔƇƏƆŸƅŔƉŕƈŷiquestœŔƏũŔŧ gt ƓƅŕŬŸƅŔŖƔŧŌŧƈţƈŶƁŔƏƅŔũƔƏųśŚŕŗƆųśƈƏŶƁŔƏ
ƓţŰƅŔ ƓžŕƂŝƅŔ ũƔƏųśƅŔƏ ƓƈƆŸƅŔ ŜţŗƆƅ ƓƊųƏƅŔ ũƈśŎƈƅŔƀŮƈŧ
gt ƓƆŷ ƉŕƈƔƆŬ Ə ƇƏũŮŦƅŔ ŧƈţƈ ƀũſƅŔ ũŝŌřƈƜŸƆƅ ƃƆƎśŬƈƅŔ ʼnƛƏ ƑƆŷ řƄũŧƈƅŔ ŘŧƏŠƅŔƏ ƃũŧƈƅŔ
řƔũ੶ƅŔ řƔƊƏƊŕƂƅŔƏ řƔŧŕŰśƁƛŔ ƇƏƆŸƆƅ ƀŮƈŧ řŸƈ੠řƆŠƈ
gt ŭƏƄƏƔƍřƆƈŕŮƅŔŘŧƏŠƅŔŘũŔŧŏƑƆŷŚŕƂƔŗųśƓţŰƅŔŵŕųƂƅŔƏƒŧƈţƗŔŧƔŕŷƉŗiquestƜųŧŗŷŧŸŬŧƅŕŦ
ƉƏƈŠũśƈƅŔŧŸŬŪƔŪŸƅŔƉŕƈŷŶƔŪƏśƅŔƏũŮƊƆƅiquestœŔƏũŔŧ gt řƔũƏŬƅŔ řţŰƅŔ ŘũŔŪƏ řƔţŰƅŔ ŚŔũŮŎƈƅŔ
ŧŔŧũśŬƛŔ ťƔũŕśƉŔũƔŪţ řţŰƅŔ ŘũŔŪƏ Ɖƈ řƔũƏŬƅŔhttpmohgovsy
gt ƓƄũƄƅŔ ũŰŕƊ ŧƈţƈ ƇŕŬƏ ŘŧƏŠŚŕƈŧŦƅŔƉƔųŬƆžƓž řƔŬžŕƊśƅŔ ŘŪƔƈƅŔƀƔƂţśƑƆŷ ŕƍũŝŌ Ə řƔžũŰƈƅŔ
ƉœŕŗŪƅŔ Ə ƉƔƔũŔŧƙŔ ũŴƊ řƎŠƏ ƉƈũƔŻ ũƔśŬŠŕƈ řƅŕŬũƓƈƆŸƅŔŜţŗƅŔƏŕƔƆŸƅŔŚŕŬŔũŧƅŔřƔƆƄiquestƔƆŦƅŔřŸƈŕŠŘũƏŮƊƈ
iquestƔƆŦƅŔ gt ƉŕųƆŬ ƇƔŬƏ Ɠž řƈŧƂƈƅŔŚŕƈŧŦƅŔ ŘŧƏŠũƔƏųś
ƓƈƏƄţƅŔ iquestƔƆŦƅŔ ƑſŮśŬƈƔƅŕŷř řŸŬƅŔ ŘũŔŧŏ iquestƜŦ ƉƈřƔŠŕśƊƙŔiquestƔƆŦƅŔ řŸƈ੠iquestƔƆŦƅŔ ŕƔƆŸƅŔ ŚŕŬŔũŧƅŔ řƔƆƄ
ƓƈƆŸƅŔŜţŗƅŔƏ gt řƅŧŕŗŸƅŔ Ɖŕƈŝŷ iquestƜų Ə ũƏŮŕŷ ƉƔŬţŽŬƏƔ
ŕƔƆŸƅŔ ŚŕŬŔũŧƅŔ Ɠž řƔƈƔƆŸśƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ūŕƔƁ řƅŕţ şƈŕƊũŗMBAŘŪżŗ řƔƈƜŬƙŔ řŸƈŕŠƅŔ Ɠž řŸƈ੠řƆŠƈƑŰƁƗŔ
[14] Andaleeb S (2000) Public and Private Hospitals in Bangladesh service quality and predictors of hospital choice Health Policy and Planning 15(1) 95-102
[15] Babakus E amp Mangold W (1992) Adapting the SERVQUAL scale to hospital services an empirical investigation Health Services Research 26(6) 767-786
[16] Bentler P M (1992) On the fit of models to covariances and methodology to the Bulletin Psychological Bulletin 112(3) 400-404
řƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
[17] Bhandari L (2006) Social infrastructure urban health and education Retrieved June 15 2011 from httpwww3inetworkorgreportsIIR2006Social_Infrapdf
[18] Bolton R amp Drew J (1988) A model of perceived service value technical note 88-420 Waltham MA GTE Laboratories
[19] Bos A Vosselman N Hoogstraten J amp Prahl-Andersen B (2005) Patient Compliance A Determinant of Patient Satisfaction Angle Orthodontist 75(4) 526531
[20] Calnan M (1988) Towards a conceptual framework of lay evaluation of health care Social Sciences and Medicine 27(9) 927-933
[21] Choi K-S Cho W-H Lee S Lee H amp Kim C (2004) The relationships among quality value satisfaction and behavioral intention in health care provider choice A South Korean study Journal of Business Research 57(8) 913 921
[22] Donabedian A (1992) Defining and measuring the quality of health care Williams amp Wilkins Baltimore MD
[23] Dutton D B Gomby D amp Fowles J (1985) Satisfaction with Childrens Medical Care in
Six Different Ambulatory settings Medical Care 23(7) 894-912
[24] Elleuch A (2008) Patient satisfaction in Japan International Journal of Health Care Quality Assurance 21(7) 692-705
[25] Fitzpatrick R (1991) Survey of patient satisfaction I- important general considerations BMJ 302(6781) 887-889
[26] Gill L amp White L (2009) A critical review of patient satisfaction Leadership in Health Services 22(1) 8-19
[27] Haddad S Founier P amp Potvin L (1998b) Measuring lay peoples perceptions of the quality of primary health care services in developing countries Validation of a 20-item scale International journal for Quality in Health Cam 10(2) 93-104
[28] Haddad S Fournier P Machouf N amp Yatara F (1998a) What does quality mean to lay people Community perceptions of primary care services in Guinea Social Science and Medicine 47(3) 381-394
[29] Haddad S Potvin L Roberge D Pineault R amp Remondin M (2000) Patient perception of quality following a visit to a doctor in a primary care unit Family Practice 17(1) 21-29
[30] Hu L-T amp Bentler P M (1995) Evaluating model fit In R Hoyle (Ed) Structural equation modeling Concepts issues and
applications (pp 7699) Thousand Oaks CA Sage
[31] Jawahar S K (2007) A Study on out Patient Satisfaction of a Super Specialty Hospital in India Internet Journal of Medical Update 2(2) 13-17
[32] Jenkinson C Coulter A Bruster S Richards N amp Chandola T (2002) Patients experiences and satisfaction with health care Quality and Safety in Health Care 11(4) 335-339
[33] Joumlreskog K G amp Soumlrbom D (1989) LISREL 7 users reference guide Chicago Scientific Software
[34] Kilincer C amp Zileli M (2006) Visual Analog patient Satisfaction Scale Balkan Medical Journal 23(3) 113-118
[35] Kotler P amp Armstrong G (1994) Marketing Management Analysis planning Implementation and Control New Jersy Hall Engle wood cliffs
[36] Lim P C amp Tang N (2000) A study of patients expectations and satisfaction in Singapore hospitals International Journal of Health Care Quality Assurance 13(7) 290-299
[37] MacCallum R C Browne M W amp Sugawara H M (1996) Power analysis and determination of sample size for covariance structure modeling Psychological Methods 1(2) 130-149
[38] Naidu A (2009) Factors affecting patient satisfaction and healthcare quality International Journal of Health Care Quality Assurance 22(4) 366-381
[39] Nakijima H (1997) Better Health Through better life of Recourses World Health The Magazine of (WHO) 50th year(5) 9-10
[40] Palmer R (1991) Considerations in defining quality of care Health Administration Press Ann Arbor MI
[41] Parasuraman A Berry L amp Zeithaml V (1993) More on improving service quality measurement Journal of Retailing 69(1) 140-147
[42] Parasuraman A Zeithaml V amp Berry L (1985) A conceptual model of service quality and its implications for future research Journal of Marketing 49(4) 41-50
[43] Parasuraman A Zeithaml V amp Berry L (1988) SERVQUAL a multiple-item scale for measuring consumer perceptions of service quality Journal of Retailing 64(1) 12-40
[44] Parasuraman A Zeithaml V amp Berry L (1991) Refinement and reassessment of the
řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈocircŧƆŠƈƅŔũŮŷŜƅŕŝƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
SERVQUAL scale Journal of Retailing 67(4) 420-450
[45] Parasuraman A Zeithaml V amp Berry L (1994a) Alternating scales for measuring service quality a comparative assessment based on psychometric and diagnostic criteria Journal of Retailing 70(3) 201-230
[46] Parasuraman A Zeithaml V amp Berry L (1994b) Reassessment of expectations as a comparison standard in measuring service quality implications for further research Journal of Marketing 58(1) 111-124
[47] Rao K Peters D amp Bandeen-Roche K (2006) Towards Patient-centred health services in India a scale to measure patients perception of quality International Journal for Quality in Health Care 18(6) 414-421
[48] Reerink I amp Sauerborn R (1996) Quality of primary health care in developing countries recent experiences and future directions International Journal for Quality in Health Care 8(2) 131-139
[49] Reerink I amp Sauerborn R (1996) Quality of primary health care in developing countries recent experiences and future directions International Journal for Quality in Health Care 8(2) 131-139
[50] Smithson M (2005) Statistics with confidence Thousand Oaks CA Sage Publications
[51] Smits H Leatherman S amp Berwick D (2002) Quality Improvement in the Developing World International Journal for Quality in Health Care 14(6) 439-440
[52] Sofaer S amp Firminger K (2005) Patient perceptions of the quality of health services Annual Review of Public Health 26( April) 513-559
[53] Sohail M S (2003) Service quality in hospitals more favourable than you might think Managing Service Quality 13(3) 197-206
[54] Sreenivas T amp Prasad G (2003) Patient Satisfaction - A Comparative Study Journal of the Academy of Hospital Administration 15(2) 7-12
[55] Tharenou P Donohue R amp Cooper B (2007) Management Research Methods Cambridge Cambridge University Press
[56] Thomas J W amp Penchansky R (1984) Relating Satisfaction With Access to Utilization of Services Medical Care 22(6) 553-568
[57] Thomason J amp Edwards K (1991) Using indicators to assess quality of hospital services in Papua New Guinea International Journal on Health Planning Management 6(4) 309-324
[58] Wilde-Larsson B amp Bergstrom K (2005) Adolescents perception of the quality of
orthodontic treatment Scandinavian Journal of Caring Sciences 19(2) 95-101
[59] Zeithaml V (1988) Consumer perceptions of price quality and value a means-end model and synthesis of evidence Journal of Marketing 52(3) 2-22
[60] Zeithaml V Berry L amp Parasuraman A (1993) The nature and determinants of customer expectations of service Journal of the Academy of Marketing Science 21(1) 1-12
[61] Zeithaml V Berry L amp Parasuraman A (1996) The behavioural consequences of service quality Journal of Marketing 60(2) 31-46
[62] Zeithaml V Parasuraman A amp Berry L (1985) Problems and strategies in services marketing Journal of Marketing 49(2) 33-46
[63] Zeithaml V Parasuraman A amp Berry L (1990) Delivering Quality Service Balancing Customer Perceptions and Expectations New York Free Press
řƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
šƚƆƃŒordmordmž ŕřŪŒƈœŗ
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ŷřŗŕŠƙŔƓžƉƏŕŸśƅŔƑŠũƔƉřƆœŬŌŕƎŸƔƈŠřƊŕŗśŬƛŔƋŨƍŷřŗŕŠƙŔƓžřƈƔũƄƅŔƇƄśƈƍŕŬƈƉōŗ ĻŕƈƆŷƉƓžŜţŕŗƅŔŧŷŕŬśŬřƆœŬƗŔƋŨƍƉŌƑƅŏƇƄƍŕŗśƊŔƌŠƏƊƏŘƏŠũƈƅŔřƔƈƆŸƅŔşœŕśƊƅŔƑƅŏiquestŰƏśƅŔųƂžƓƈƆŸƅŔŜţŗƅŔűŔũŻƗƇŧŦśŬśŬŕƎŗƉƏƅŧśŬƓśƅŔŚŕƈƏƆŸƈƅŔƏŠũōžƇƄƊƈ
ŧŕƔţƏřƁŧŗřŗŕŠƙŔũƔŧƂśƅŔƏƇŔũśţƛŔƀœŕžiquestƏŗƂŗŔƏƆŲſśƏ
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ũƄŨƑŝƊŌ
ƓƈƔƆŸśƅŔƐƏśŬƈƅŔ ĉƓƈŌ
ƓŬŕŬŌƇƔƆŸśƏŌřƔƏƊŕŝ
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ŽƅŌƉƔŝƜŝƑśţƏŽƛŊŘũŮŷƉƈ
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ŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈřƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏocircũŮŷŜƅŕŝƅŔŧƆŠƈƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
44
ƁřŧŰšƇƆƏŞŧƒŗŶŕœřƆŵŗŕœŞƗŒƇƕŒŗƄőŪƓŒřŖŧœŬōŴŰƍŕŗƒƁřŕœŞōfrac34śƆƒƐŦƃŒƇœƂƆƃŒƑż
ƗŒŗŕœŞ frac34ŒŌŪƃŒ ƅſŧfrac34ŒŌŪƃŒ
ƉƔũŧŕƁũƔŻ ƛŌŽũŷ ƑƅŏƉƔũŧŕƁŕƈŧţ ũŧŕƁƏĻŔŧŠƉ ũŧŕƁʼnŕŗųƗŔiquestƍƃƔŌũŗƏƉƓśƅŔřƆƄŮƈƅŔŽŕŮśƄŔƑƆŷ
űƔũƈƅŔŕƎƊƈƓƊŕŸƔ 1
ƓśƅŔŚŬƔƅŕƎŠŕśţŌ
ŽũŷŌƛ ƓśƅŔƇŕŷiquestƄŮŗ
ŕƎŠŕśţŌ iquestŸſƅŕŗŕƎŠŕśţŌƓśƅŔ ƓƍƑſŮƈƅŔƓžʼnŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔƃƔŌũŗ 2
řŗƏŸŰŗ ŽũŷŌƛ řƅƏƎŬŗĻŕƔŗŬƊ řƅƏƎŬŗ ƃƔŌũŗƋŨƍƉƈřƔƏŧƗŔƑƆŷiquestƏŰţƅŔƑŲũƈƆƅƉƄƈƔƑſŮƈƅŔ
3
ŘŧƔŠũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏŘŧƔŠ ŘŧƔŠ ƑſŮƈƅŔŕƎƈŧƂśƓśƅŔřƔƏŧƗŔ 4
ƉƏĿſŮąƔƛŧƔŠiquestƄŮŗ
ŽũŷŌƛ ŧƔŠiquestƄŮŗƉƏĿſŮąƔ
ĻŕƔŗŬƊ ŧƔŠiquestƄŮŗƉƏĿſŮąƔ ƅŔƑŲũƈƅŔƉƔŨƑſŮƈƅŔƋŨƎŗƇƎŗƑƊŸąƔ 5
ŧƔŠũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏŧƔŠ ŧƔŠ iquestƄŮŗƇƍŕŲũƈʼnŕſŮƉƏŸŗŕśƔƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔ 6
ŢśſƊƈũƔŻĻŕƔœŕƎƊ
ŽũŷŌƛ ŕƈŧţƑƅŏŢśſƊƈ ŢśſƊƈ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 7
ĻŕƈƔţũūƔƅĻŕƔœŕƎƊ
ŽũŷŌƛ ŕƈŧţƑƅŏƇƔţũ ƇƔţũ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 8
ĻŕƈũśţƈūƔƅĻŕƔœŕƎƊ
ŽũŷŌƛ ŕƈŧţƑƅŏƇũśţƈ Ƈũśţƈ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 9
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƇƍŕŲũƈƅʼnŕŗųƗŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ 10
ċŽŕƄũƔŻ ŽũŷŌƛ ĻŕƔŗŬƊċŽŕƄ ċŽŕƄ ƇƎƅŔƏţũŮƔƅƇƍŕŲũƈƅʼnŕŗųƗŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔƉŷ
ƇƎŲũƈ 11
ŔƏŬƔƅƉƔƎƔŪƊ ŽũŷŌƛ ƉƏƎƔŪƊŧţƑƅŏŕƈ
ƉƏƎƔŪƊ ƑſŮƈƅŔŔŨƍƓžƉƏƆƈŕŸƅŔ 12
řƅƏƂŸƈŚŬƔƅ ŽũŷŌƛ ŕƈŧţƑƅŏřƅƏƂŸƈ řƅƏƂŸƈ ƑſŮƈƅŔƑƅŏƃśƔŗƉƈřžŕŬƈƅŔ 13
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƑſŮƈƅŔŔŨƍƓžʼnŕŗųƗŔŧŧŷ 14
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ŧŧŷƑſŮƈƅŔƋŨƍƓžřƔŗųƅŔŘŪƎŠƗŔ 15
ũƔŻŘŧƔŠ ŽũŷŔƛ ŕƈŕŷƏƊŘŧƔŠ ŘŧƔŠ ƃƔŌũŗ ĻŕƔƊƂśŘũƏųśƈƏŘŧƔŠƑſŮƈƅŔƓžŘŪƎŠƗŔiquestƍ 16
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƃƔŌũŗũŕŴśƊƛŔŽũŻŧŧŷƏƓŗųƅŔůţſƅŔŽũŻ
ƏƑſŮƈƅŔŽũŻ 17
ŜţŕŗƅŔ
ŧŗƓƆŷŧƏƈţƈƇŕŬ
řƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
[17] Bhandari L (2006) Social infrastructure urban health and education Retrieved June 15 2011 from httpwww3inetworkorgreportsIIR2006Social_Infrapdf
[18] Bolton R amp Drew J (1988) A model of perceived service value technical note 88-420 Waltham MA GTE Laboratories
[19] Bos A Vosselman N Hoogstraten J amp Prahl-Andersen B (2005) Patient Compliance A Determinant of Patient Satisfaction Angle Orthodontist 75(4) 526531
[20] Calnan M (1988) Towards a conceptual framework of lay evaluation of health care Social Sciences and Medicine 27(9) 927-933
[21] Choi K-S Cho W-H Lee S Lee H amp Kim C (2004) The relationships among quality value satisfaction and behavioral intention in health care provider choice A South Korean study Journal of Business Research 57(8) 913 921
[22] Donabedian A (1992) Defining and measuring the quality of health care Williams amp Wilkins Baltimore MD
[23] Dutton D B Gomby D amp Fowles J (1985) Satisfaction with Childrens Medical Care in
Six Different Ambulatory settings Medical Care 23(7) 894-912
[24] Elleuch A (2008) Patient satisfaction in Japan International Journal of Health Care Quality Assurance 21(7) 692-705
[25] Fitzpatrick R (1991) Survey of patient satisfaction I- important general considerations BMJ 302(6781) 887-889
[26] Gill L amp White L (2009) A critical review of patient satisfaction Leadership in Health Services 22(1) 8-19
[27] Haddad S Founier P amp Potvin L (1998b) Measuring lay peoples perceptions of the quality of primary health care services in developing countries Validation of a 20-item scale International journal for Quality in Health Cam 10(2) 93-104
[28] Haddad S Fournier P Machouf N amp Yatara F (1998a) What does quality mean to lay people Community perceptions of primary care services in Guinea Social Science and Medicine 47(3) 381-394
[29] Haddad S Potvin L Roberge D Pineault R amp Remondin M (2000) Patient perception of quality following a visit to a doctor in a primary care unit Family Practice 17(1) 21-29
[30] Hu L-T amp Bentler P M (1995) Evaluating model fit In R Hoyle (Ed) Structural equation modeling Concepts issues and
applications (pp 7699) Thousand Oaks CA Sage
[31] Jawahar S K (2007) A Study on out Patient Satisfaction of a Super Specialty Hospital in India Internet Journal of Medical Update 2(2) 13-17
[32] Jenkinson C Coulter A Bruster S Richards N amp Chandola T (2002) Patients experiences and satisfaction with health care Quality and Safety in Health Care 11(4) 335-339
[33] Joumlreskog K G amp Soumlrbom D (1989) LISREL 7 users reference guide Chicago Scientific Software
[34] Kilincer C amp Zileli M (2006) Visual Analog patient Satisfaction Scale Balkan Medical Journal 23(3) 113-118
[35] Kotler P amp Armstrong G (1994) Marketing Management Analysis planning Implementation and Control New Jersy Hall Engle wood cliffs
[36] Lim P C amp Tang N (2000) A study of patients expectations and satisfaction in Singapore hospitals International Journal of Health Care Quality Assurance 13(7) 290-299
[37] MacCallum R C Browne M W amp Sugawara H M (1996) Power analysis and determination of sample size for covariance structure modeling Psychological Methods 1(2) 130-149
[38] Naidu A (2009) Factors affecting patient satisfaction and healthcare quality International Journal of Health Care Quality Assurance 22(4) 366-381
[39] Nakijima H (1997) Better Health Through better life of Recourses World Health The Magazine of (WHO) 50th year(5) 9-10
[40] Palmer R (1991) Considerations in defining quality of care Health Administration Press Ann Arbor MI
[41] Parasuraman A Berry L amp Zeithaml V (1993) More on improving service quality measurement Journal of Retailing 69(1) 140-147
[42] Parasuraman A Zeithaml V amp Berry L (1985) A conceptual model of service quality and its implications for future research Journal of Marketing 49(4) 41-50
[43] Parasuraman A Zeithaml V amp Berry L (1988) SERVQUAL a multiple-item scale for measuring consumer perceptions of service quality Journal of Retailing 64(1) 12-40
[44] Parasuraman A Zeithaml V amp Berry L (1991) Refinement and reassessment of the
řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈocircŧƆŠƈƅŔũŮŷŜƅŕŝƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
SERVQUAL scale Journal of Retailing 67(4) 420-450
[45] Parasuraman A Zeithaml V amp Berry L (1994a) Alternating scales for measuring service quality a comparative assessment based on psychometric and diagnostic criteria Journal of Retailing 70(3) 201-230
[46] Parasuraman A Zeithaml V amp Berry L (1994b) Reassessment of expectations as a comparison standard in measuring service quality implications for further research Journal of Marketing 58(1) 111-124
[47] Rao K Peters D amp Bandeen-Roche K (2006) Towards Patient-centred health services in India a scale to measure patients perception of quality International Journal for Quality in Health Care 18(6) 414-421
[48] Reerink I amp Sauerborn R (1996) Quality of primary health care in developing countries recent experiences and future directions International Journal for Quality in Health Care 8(2) 131-139
[49] Reerink I amp Sauerborn R (1996) Quality of primary health care in developing countries recent experiences and future directions International Journal for Quality in Health Care 8(2) 131-139
[50] Smithson M (2005) Statistics with confidence Thousand Oaks CA Sage Publications
[51] Smits H Leatherman S amp Berwick D (2002) Quality Improvement in the Developing World International Journal for Quality in Health Care 14(6) 439-440
[52] Sofaer S amp Firminger K (2005) Patient perceptions of the quality of health services Annual Review of Public Health 26( April) 513-559
[53] Sohail M S (2003) Service quality in hospitals more favourable than you might think Managing Service Quality 13(3) 197-206
[54] Sreenivas T amp Prasad G (2003) Patient Satisfaction - A Comparative Study Journal of the Academy of Hospital Administration 15(2) 7-12
[55] Tharenou P Donohue R amp Cooper B (2007) Management Research Methods Cambridge Cambridge University Press
[56] Thomas J W amp Penchansky R (1984) Relating Satisfaction With Access to Utilization of Services Medical Care 22(6) 553-568
[57] Thomason J amp Edwards K (1991) Using indicators to assess quality of hospital services in Papua New Guinea International Journal on Health Planning Management 6(4) 309-324
[58] Wilde-Larsson B amp Bergstrom K (2005) Adolescents perception of the quality of
orthodontic treatment Scandinavian Journal of Caring Sciences 19(2) 95-101
[59] Zeithaml V (1988) Consumer perceptions of price quality and value a means-end model and synthesis of evidence Journal of Marketing 52(3) 2-22
[60] Zeithaml V Berry L amp Parasuraman A (1993) The nature and determinants of customer expectations of service Journal of the Academy of Marketing Science 21(1) 1-12
[61] Zeithaml V Berry L amp Parasuraman A (1996) The behavioural consequences of service quality Journal of Marketing 60(2) 31-46
[62] Zeithaml V Parasuraman A amp Berry L (1985) Problems and strategies in services marketing Journal of Marketing 49(2) 33-46
[63] Zeithaml V Parasuraman A amp Berry L (1990) Delivering Quality Service Balancing Customer Perceptions and Expectations New York Free Press
řƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
šƚƆƃŒordmordmž ŕřŪŒƈœŗ
ƒŪƔŪŷƓśŪƔŪŷŌƉŷřŬŔũŧʼnŔũŠŏƒƏƊŗƆťƀƆƃŒŗƒšŮƃŒŘœƆťŤƃœŕƏŰŧƆƃŒŇŒŧňƑżœŬƆƃŒƑż
ŷřŗŕŠƙŔƓžƉƏŕŸśƅŔƑŠũƔƉřƆœŬŌŕƎŸƔƈŠřƊŕŗśŬƛŔƋŨƍŷřŗŕŠƙŔƓžřƈƔũƄƅŔƇƄśƈƍŕŬƈƉōŗ ĻŕƈƆŷƉƓžŜţŕŗƅŔŧŷŕŬśŬřƆœŬƗŔƋŨƍƉŌƑƅŏƇƄƍŕŗśƊŔƌŠƏƊƏŘƏŠũƈƅŔřƔƈƆŸƅŔşœŕśƊƅŔƑƅŏiquestŰƏśƅŔųƂžƓƈƆŸƅŔŜţŗƅŔűŔũŻƗƇŧŦśŬśŬŕƎŗƉƏƅŧśŬƓśƅŔŚŕƈƏƆŸƈƅŔƏŠũōžƇƄƊƈ
ŧŕƔţƏřƁŧŗřŗŕŠƙŔũƔŧƂśƅŔƏƇŔũśţƛŔƀœŕžiquestƏŗƂŗŔƏƆŲſśƏ
ŜţŕŗƅŔŧŧƏƈţƈƇŕŬŗƓƆŷ ŵŗŕœŞƗŒƁřŧŰšƇƆƏŞŧƒƇƓŒŗƄőŪƕŒřŖŧœŬōŴŰƍŕŗƒƁřŕœŞōfrac34śƆƒƐŦƃŒƇœƂƆƃŒƑż ūƊŠƅŔ
ũƄŨƑŝƊŌ
ƓƈƔƆŸśƅŔƐƏśŬƈƅŔ ĉƓƈŌ
ƓŬŕŬŌƇƔƆŸśƏŌřƔƏƊŕŝ
ŘŪŕŠŏ
ŕƔƆŷŚŕŬŔũŧ
ũƈŸƅŔ
řƊŬƉƔũŮŷƉƈiquestƁŌ
řƊŬƉƔŝƜŝƑśţƏƉƔũŮŷƉƈ
ƉƈƐŧţŏƀƏžŕƈžřƊŬƉƔŝƜŝƏ
ƃƆŦŧƒũƎŮƅŔ
iquestŽƛŊŘũŮŷƉƈiquestƁŌū
ŽƅŌƉƔŝƜŝƑśţƏŽƛŊŘũŮŷƉƈ
ŽƅŌƉƔŝƜŝƉƈũŝƄŌ
ŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈřƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏocircũŮŷŜƅŕŝƅŔŧƆŠƈƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
44
ƁřŧŰšƇƆƏŞŧƒŗŶŕœřƆŵŗŕœŞƗŒƇƕŒŗƄőŪƓŒřŖŧœŬōŴŰƍŕŗƒƁřŕœŞōfrac34śƆƒƐŦƃŒƇœƂƆƃŒƑż
ƗŒŗŕœŞ frac34ŒŌŪƃŒ ƅſŧfrac34ŒŌŪƃŒ
ƉƔũŧŕƁũƔŻ ƛŌŽũŷ ƑƅŏƉƔũŧŕƁŕƈŧţ ũŧŕƁƏĻŔŧŠƉ ũŧŕƁʼnŕŗųƗŔiquestƍƃƔŌũŗƏƉƓśƅŔřƆƄŮƈƅŔŽŕŮśƄŔƑƆŷ
űƔũƈƅŔŕƎƊƈƓƊŕŸƔ 1
ƓśƅŔŚŬƔƅŕƎŠŕśţŌ
ŽũŷŌƛ ƓśƅŔƇŕŷiquestƄŮŗ
ŕƎŠŕśţŌ iquestŸſƅŕŗŕƎŠŕśţŌƓśƅŔ ƓƍƑſŮƈƅŔƓžʼnŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔƃƔŌũŗ 2
řŗƏŸŰŗ ŽũŷŌƛ řƅƏƎŬŗĻŕƔŗŬƊ řƅƏƎŬŗ ƃƔŌũŗƋŨƍƉƈřƔƏŧƗŔƑƆŷiquestƏŰţƅŔƑŲũƈƆƅƉƄƈƔƑſŮƈƅŔ
3
ŘŧƔŠũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏŘŧƔŠ ŘŧƔŠ ƑſŮƈƅŔŕƎƈŧƂśƓśƅŔřƔƏŧƗŔ 4
ƉƏĿſŮąƔƛŧƔŠiquestƄŮŗ
ŽũŷŌƛ ŧƔŠiquestƄŮŗƉƏĿſŮąƔ
ĻŕƔŗŬƊ ŧƔŠiquestƄŮŗƉƏĿſŮąƔ ƅŔƑŲũƈƅŔƉƔŨƑſŮƈƅŔƋŨƎŗƇƎŗƑƊŸąƔ 5
ŧƔŠũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏŧƔŠ ŧƔŠ iquestƄŮŗƇƍŕŲũƈʼnŕſŮƉƏŸŗŕśƔƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔ 6
ŢśſƊƈũƔŻĻŕƔœŕƎƊ
ŽũŷŌƛ ŕƈŧţƑƅŏŢśſƊƈ ŢśſƊƈ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 7
ĻŕƈƔţũūƔƅĻŕƔœŕƎƊ
ŽũŷŌƛ ŕƈŧţƑƅŏƇƔţũ ƇƔţũ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 8
ĻŕƈũśţƈūƔƅĻŕƔœŕƎƊ
ŽũŷŌƛ ŕƈŧţƑƅŏƇũśţƈ Ƈũśţƈ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 9
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƇƍŕŲũƈƅʼnŕŗųƗŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ 10
ċŽŕƄũƔŻ ŽũŷŌƛ ĻŕƔŗŬƊċŽŕƄ ċŽŕƄ ƇƎƅŔƏţũŮƔƅƇƍŕŲũƈƅʼnŕŗųƗŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔƉŷ
ƇƎŲũƈ 11
ŔƏŬƔƅƉƔƎƔŪƊ ŽũŷŌƛ ƉƏƎƔŪƊŧţƑƅŏŕƈ
ƉƏƎƔŪƊ ƑſŮƈƅŔŔŨƍƓžƉƏƆƈŕŸƅŔ 12
řƅƏƂŸƈŚŬƔƅ ŽũŷŌƛ ŕƈŧţƑƅŏřƅƏƂŸƈ řƅƏƂŸƈ ƑſŮƈƅŔƑƅŏƃśƔŗƉƈřžŕŬƈƅŔ 13
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƑſŮƈƅŔŔŨƍƓžʼnŕŗųƗŔŧŧŷ 14
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ŧŧŷƑſŮƈƅŔƋŨƍƓžřƔŗųƅŔŘŪƎŠƗŔ 15
ũƔŻŘŧƔŠ ŽũŷŔƛ ŕƈŕŷƏƊŘŧƔŠ ŘŧƔŠ ƃƔŌũŗ ĻŕƔƊƂśŘũƏųśƈƏŘŧƔŠƑſŮƈƅŔƓžŘŪƎŠƗŔiquestƍ 16
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƃƔŌũŗũŕŴśƊƛŔŽũŻŧŧŷƏƓŗųƅŔůţſƅŔŽũŻ
ƏƑſŮƈƅŔŽũŻ 17
ŜţŕŗƅŔ
ŧŗƓƆŷŧƏƈţƈƇŕŬ
řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈocircŧƆŠƈƅŔũŮŷŜƅŕŝƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
SERVQUAL scale Journal of Retailing 67(4) 420-450
[45] Parasuraman A Zeithaml V amp Berry L (1994a) Alternating scales for measuring service quality a comparative assessment based on psychometric and diagnostic criteria Journal of Retailing 70(3) 201-230
[46] Parasuraman A Zeithaml V amp Berry L (1994b) Reassessment of expectations as a comparison standard in measuring service quality implications for further research Journal of Marketing 58(1) 111-124
[47] Rao K Peters D amp Bandeen-Roche K (2006) Towards Patient-centred health services in India a scale to measure patients perception of quality International Journal for Quality in Health Care 18(6) 414-421
[48] Reerink I amp Sauerborn R (1996) Quality of primary health care in developing countries recent experiences and future directions International Journal for Quality in Health Care 8(2) 131-139
[49] Reerink I amp Sauerborn R (1996) Quality of primary health care in developing countries recent experiences and future directions International Journal for Quality in Health Care 8(2) 131-139
[50] Smithson M (2005) Statistics with confidence Thousand Oaks CA Sage Publications
[51] Smits H Leatherman S amp Berwick D (2002) Quality Improvement in the Developing World International Journal for Quality in Health Care 14(6) 439-440
[52] Sofaer S amp Firminger K (2005) Patient perceptions of the quality of health services Annual Review of Public Health 26( April) 513-559
[53] Sohail M S (2003) Service quality in hospitals more favourable than you might think Managing Service Quality 13(3) 197-206
[54] Sreenivas T amp Prasad G (2003) Patient Satisfaction - A Comparative Study Journal of the Academy of Hospital Administration 15(2) 7-12
[55] Tharenou P Donohue R amp Cooper B (2007) Management Research Methods Cambridge Cambridge University Press
[56] Thomas J W amp Penchansky R (1984) Relating Satisfaction With Access to Utilization of Services Medical Care 22(6) 553-568
[57] Thomason J amp Edwards K (1991) Using indicators to assess quality of hospital services in Papua New Guinea International Journal on Health Planning Management 6(4) 309-324
[58] Wilde-Larsson B amp Bergstrom K (2005) Adolescents perception of the quality of
orthodontic treatment Scandinavian Journal of Caring Sciences 19(2) 95-101
[59] Zeithaml V (1988) Consumer perceptions of price quality and value a means-end model and synthesis of evidence Journal of Marketing 52(3) 2-22
[60] Zeithaml V Berry L amp Parasuraman A (1993) The nature and determinants of customer expectations of service Journal of the Academy of Marketing Science 21(1) 1-12
[61] Zeithaml V Berry L amp Parasuraman A (1996) The behavioural consequences of service quality Journal of Marketing 60(2) 31-46
[62] Zeithaml V Parasuraman A amp Berry L (1985) Problems and strategies in services marketing Journal of Marketing 49(2) 33-46
[63] Zeithaml V Parasuraman A amp Berry L (1990) Delivering Quality Service Balancing Customer Perceptions and Expectations New York Free Press
řƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
šƚƆƃŒordmordmž ŕřŪŒƈœŗ
ƒŪƔŪŷƓśŪƔŪŷŌƉŷřŬŔũŧʼnŔũŠŏƒƏƊŗƆťƀƆƃŒŗƒšŮƃŒŘœƆťŤƃœŕƏŰŧƆƃŒŇŒŧňƑżœŬƆƃŒƑż
ŷřŗŕŠƙŔƓžƉƏŕŸśƅŔƑŠũƔƉřƆœŬŌŕƎŸƔƈŠřƊŕŗśŬƛŔƋŨƍŷřŗŕŠƙŔƓžřƈƔũƄƅŔƇƄśƈƍŕŬƈƉōŗ ĻŕƈƆŷƉƓžŜţŕŗƅŔŧŷŕŬśŬřƆœŬƗŔƋŨƍƉŌƑƅŏƇƄƍŕŗśƊŔƌŠƏƊƏŘƏŠũƈƅŔřƔƈƆŸƅŔşœŕśƊƅŔƑƅŏiquestŰƏśƅŔųƂžƓƈƆŸƅŔŜţŗƅŔűŔũŻƗƇŧŦśŬśŬŕƎŗƉƏƅŧśŬƓśƅŔŚŕƈƏƆŸƈƅŔƏŠũōžƇƄƊƈ
ŧŕƔţƏřƁŧŗřŗŕŠƙŔũƔŧƂśƅŔƏƇŔũśţƛŔƀœŕžiquestƏŗƂŗŔƏƆŲſśƏ
ŜţŕŗƅŔŧŧƏƈţƈƇŕŬŗƓƆŷ ŵŗŕœŞƗŒƁřŧŰšƇƆƏŞŧƒƇƓŒŗƄőŪƕŒřŖŧœŬōŴŰƍŕŗƒƁřŕœŞōfrac34śƆƒƐŦƃŒƇœƂƆƃŒƑż ūƊŠƅŔ
ũƄŨƑŝƊŌ
ƓƈƔƆŸśƅŔƐƏśŬƈƅŔ ĉƓƈŌ
ƓŬŕŬŌƇƔƆŸśƏŌřƔƏƊŕŝ
ŘŪŕŠŏ
ŕƔƆŷŚŕŬŔũŧ
ũƈŸƅŔ
řƊŬƉƔũŮŷƉƈiquestƁŌ
řƊŬƉƔŝƜŝƑśţƏƉƔũŮŷƉƈ
ƉƈƐŧţŏƀƏžŕƈžřƊŬƉƔŝƜŝƏ
ƃƆŦŧƒũƎŮƅŔ
iquestŽƛŊŘũŮŷƉƈiquestƁŌū
ŽƅŌƉƔŝƜŝƑśţƏŽƛŊŘũŮŷƉƈ
ŽƅŌƉƔŝƜŝƉƈũŝƄŌ
ŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈřƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏocircũŮŷŜƅŕŝƅŔŧƆŠƈƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
44
ƁřŧŰšƇƆƏŞŧƒŗŶŕœřƆŵŗŕœŞƗŒƇƕŒŗƄőŪƓŒřŖŧœŬōŴŰƍŕŗƒƁřŕœŞōfrac34śƆƒƐŦƃŒƇœƂƆƃŒƑż
ƗŒŗŕœŞ frac34ŒŌŪƃŒ ƅſŧfrac34ŒŌŪƃŒ
ƉƔũŧŕƁũƔŻ ƛŌŽũŷ ƑƅŏƉƔũŧŕƁŕƈŧţ ũŧŕƁƏĻŔŧŠƉ ũŧŕƁʼnŕŗųƗŔiquestƍƃƔŌũŗƏƉƓśƅŔřƆƄŮƈƅŔŽŕŮśƄŔƑƆŷ
űƔũƈƅŔŕƎƊƈƓƊŕŸƔ 1
ƓśƅŔŚŬƔƅŕƎŠŕśţŌ
ŽũŷŌƛ ƓśƅŔƇŕŷiquestƄŮŗ
ŕƎŠŕśţŌ iquestŸſƅŕŗŕƎŠŕśţŌƓśƅŔ ƓƍƑſŮƈƅŔƓžʼnŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔƃƔŌũŗ 2
řŗƏŸŰŗ ŽũŷŌƛ řƅƏƎŬŗĻŕƔŗŬƊ řƅƏƎŬŗ ƃƔŌũŗƋŨƍƉƈřƔƏŧƗŔƑƆŷiquestƏŰţƅŔƑŲũƈƆƅƉƄƈƔƑſŮƈƅŔ
3
ŘŧƔŠũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏŘŧƔŠ ŘŧƔŠ ƑſŮƈƅŔŕƎƈŧƂśƓśƅŔřƔƏŧƗŔ 4
ƉƏĿſŮąƔƛŧƔŠiquestƄŮŗ
ŽũŷŌƛ ŧƔŠiquestƄŮŗƉƏĿſŮąƔ
ĻŕƔŗŬƊ ŧƔŠiquestƄŮŗƉƏĿſŮąƔ ƅŔƑŲũƈƅŔƉƔŨƑſŮƈƅŔƋŨƎŗƇƎŗƑƊŸąƔ 5
ŧƔŠũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏŧƔŠ ŧƔŠ iquestƄŮŗƇƍŕŲũƈʼnŕſŮƉƏŸŗŕśƔƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔ 6
ŢśſƊƈũƔŻĻŕƔœŕƎƊ
ŽũŷŌƛ ŕƈŧţƑƅŏŢśſƊƈ ŢśſƊƈ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 7
ĻŕƈƔţũūƔƅĻŕƔœŕƎƊ
ŽũŷŌƛ ŕƈŧţƑƅŏƇƔţũ ƇƔţũ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 8
ĻŕƈũśţƈūƔƅĻŕƔœŕƎƊ
ŽũŷŌƛ ŕƈŧţƑƅŏƇũśţƈ Ƈũśţƈ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 9
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƇƍŕŲũƈƅʼnŕŗųƗŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ 10
ċŽŕƄũƔŻ ŽũŷŌƛ ĻŕƔŗŬƊċŽŕƄ ċŽŕƄ ƇƎƅŔƏţũŮƔƅƇƍŕŲũƈƅʼnŕŗųƗŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔƉŷ
ƇƎŲũƈ 11
ŔƏŬƔƅƉƔƎƔŪƊ ŽũŷŌƛ ƉƏƎƔŪƊŧţƑƅŏŕƈ
ƉƏƎƔŪƊ ƑſŮƈƅŔŔŨƍƓžƉƏƆƈŕŸƅŔ 12
řƅƏƂŸƈŚŬƔƅ ŽũŷŌƛ ŕƈŧţƑƅŏřƅƏƂŸƈ řƅƏƂŸƈ ƑſŮƈƅŔƑƅŏƃśƔŗƉƈřžŕŬƈƅŔ 13
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƑſŮƈƅŔŔŨƍƓžʼnŕŗųƗŔŧŧŷ 14
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ŧŧŷƑſŮƈƅŔƋŨƍƓžřƔŗųƅŔŘŪƎŠƗŔ 15
ũƔŻŘŧƔŠ ŽũŷŔƛ ŕƈŕŷƏƊŘŧƔŠ ŘŧƔŠ ƃƔŌũŗ ĻŕƔƊƂśŘũƏųśƈƏŘŧƔŠƑſŮƈƅŔƓžŘŪƎŠƗŔiquestƍ 16
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƃƔŌũŗũŕŴśƊƛŔŽũŻŧŧŷƏƓŗųƅŔůţſƅŔŽũŻ
ƏƑſŮƈƅŔŽũŻ 17
ŜţŕŗƅŔ
ŧŗƓƆŷŧƏƈţƈƇŕŬ
řƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž
šƚƆƃŒordmordmž ŕřŪŒƈœŗ
ƒŪƔŪŷƓśŪƔŪŷŌƉŷřŬŔũŧʼnŔũŠŏƒƏƊŗƆťƀƆƃŒŗƒšŮƃŒŘœƆťŤƃœŕƏŰŧƆƃŒŇŒŧňƑżœŬƆƃŒƑż
ŷřŗŕŠƙŔƓžƉƏŕŸśƅŔƑŠũƔƉřƆœŬŌŕƎŸƔƈŠřƊŕŗśŬƛŔƋŨƍŷřŗŕŠƙŔƓžřƈƔũƄƅŔƇƄśƈƍŕŬƈƉōŗ ĻŕƈƆŷƉƓžŜţŕŗƅŔŧŷŕŬśŬřƆœŬƗŔƋŨƍƉŌƑƅŏƇƄƍŕŗśƊŔƌŠƏƊƏŘƏŠũƈƅŔřƔƈƆŸƅŔşœŕśƊƅŔƑƅŏiquestŰƏśƅŔųƂžƓƈƆŸƅŔŜţŗƅŔűŔũŻƗƇŧŦśŬśŬŕƎŗƉƏƅŧśŬƓśƅŔŚŕƈƏƆŸƈƅŔƏŠũōžƇƄƊƈ
ŧŕƔţƏřƁŧŗřŗŕŠƙŔũƔŧƂśƅŔƏƇŔũśţƛŔƀœŕžiquestƏŗƂŗŔƏƆŲſśƏ
ŜţŕŗƅŔŧŧƏƈţƈƇŕŬŗƓƆŷ ŵŗŕœŞƗŒƁřŧŰšƇƆƏŞŧƒƇƓŒŗƄőŪƕŒřŖŧœŬōŴŰƍŕŗƒƁřŕœŞōfrac34śƆƒƐŦƃŒƇœƂƆƃŒƑż ūƊŠƅŔ
ũƄŨƑŝƊŌ
ƓƈƔƆŸśƅŔƐƏśŬƈƅŔ ĉƓƈŌ
ƓŬŕŬŌƇƔƆŸśƏŌřƔƏƊŕŝ
ŘŪŕŠŏ
ŕƔƆŷŚŕŬŔũŧ
ũƈŸƅŔ
řƊŬƉƔũŮŷƉƈiquestƁŌ
řƊŬƉƔŝƜŝƑśţƏƉƔũŮŷƉƈ
ƉƈƐŧţŏƀƏžŕƈžřƊŬƉƔŝƜŝƏ
ƃƆŦŧƒũƎŮƅŔ
iquestŽƛŊŘũŮŷƉƈiquestƁŌū
ŽƅŌƉƔŝƜŝƑśţƏŽƛŊŘũŮŷƉƈ
ŽƅŌƉƔŝƜŝƉƈũŝƄŌ
ŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈřƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏocircũŮŷŜƅŕŝƅŔŧƆŠƈƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
44
ƁřŧŰšƇƆƏŞŧƒŗŶŕœřƆŵŗŕœŞƗŒƇƕŒŗƄőŪƓŒřŖŧœŬōŴŰƍŕŗƒƁřŕœŞōfrac34śƆƒƐŦƃŒƇœƂƆƃŒƑż
ƗŒŗŕœŞ frac34ŒŌŪƃŒ ƅſŧfrac34ŒŌŪƃŒ
ƉƔũŧŕƁũƔŻ ƛŌŽũŷ ƑƅŏƉƔũŧŕƁŕƈŧţ ũŧŕƁƏĻŔŧŠƉ ũŧŕƁʼnŕŗųƗŔiquestƍƃƔŌũŗƏƉƓśƅŔřƆƄŮƈƅŔŽŕŮśƄŔƑƆŷ
űƔũƈƅŔŕƎƊƈƓƊŕŸƔ 1
ƓśƅŔŚŬƔƅŕƎŠŕśţŌ
ŽũŷŌƛ ƓśƅŔƇŕŷiquestƄŮŗ
ŕƎŠŕśţŌ iquestŸſƅŕŗŕƎŠŕśţŌƓśƅŔ ƓƍƑſŮƈƅŔƓžʼnŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔƃƔŌũŗ 2
řŗƏŸŰŗ ŽũŷŌƛ řƅƏƎŬŗĻŕƔŗŬƊ řƅƏƎŬŗ ƃƔŌũŗƋŨƍƉƈřƔƏŧƗŔƑƆŷiquestƏŰţƅŔƑŲũƈƆƅƉƄƈƔƑſŮƈƅŔ
3
ŘŧƔŠũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏŘŧƔŠ ŘŧƔŠ ƑſŮƈƅŔŕƎƈŧƂśƓśƅŔřƔƏŧƗŔ 4
ƉƏĿſŮąƔƛŧƔŠiquestƄŮŗ
ŽũŷŌƛ ŧƔŠiquestƄŮŗƉƏĿſŮąƔ
ĻŕƔŗŬƊ ŧƔŠiquestƄŮŗƉƏĿſŮąƔ ƅŔƑŲũƈƅŔƉƔŨƑſŮƈƅŔƋŨƎŗƇƎŗƑƊŸąƔ 5
ŧƔŠũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏŧƔŠ ŧƔŠ iquestƄŮŗƇƍŕŲũƈʼnŕſŮƉƏŸŗŕśƔƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔ 6
ŢśſƊƈũƔŻĻŕƔœŕƎƊ
ŽũŷŌƛ ŕƈŧţƑƅŏŢśſƊƈ ŢśſƊƈ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 7
ĻŕƈƔţũūƔƅĻŕƔœŕƎƊ
ŽũŷŌƛ ŕƈŧţƑƅŏƇƔţũ ƇƔţũ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 8
ĻŕƈũśţƈūƔƅĻŕƔœŕƎƊ
ŽũŷŌƛ ŕƈŧţƑƅŏƇũśţƈ Ƈũśţƈ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 9
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƇƍŕŲũƈƅʼnŕŗųƗŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ 10
ċŽŕƄũƔŻ ŽũŷŌƛ ĻŕƔŗŬƊċŽŕƄ ċŽŕƄ ƇƎƅŔƏţũŮƔƅƇƍŕŲũƈƅʼnŕŗųƗŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔƉŷ
ƇƎŲũƈ 11
ŔƏŬƔƅƉƔƎƔŪƊ ŽũŷŌƛ ƉƏƎƔŪƊŧţƑƅŏŕƈ
ƉƏƎƔŪƊ ƑſŮƈƅŔŔŨƍƓžƉƏƆƈŕŸƅŔ 12
řƅƏƂŸƈŚŬƔƅ ŽũŷŌƛ ŕƈŧţƑƅŏřƅƏƂŸƈ řƅƏƂŸƈ ƑſŮƈƅŔƑƅŏƃśƔŗƉƈřžŕŬƈƅŔ 13
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƑſŮƈƅŔŔŨƍƓžʼnŕŗųƗŔŧŧŷ 14
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ŧŧŷƑſŮƈƅŔƋŨƍƓžřƔŗųƅŔŘŪƎŠƗŔ 15
ũƔŻŘŧƔŠ ŽũŷŔƛ ŕƈŕŷƏƊŘŧƔŠ ŘŧƔŠ ƃƔŌũŗ ĻŕƔƊƂśŘũƏųśƈƏŘŧƔŠƑſŮƈƅŔƓžŘŪƎŠƗŔiquestƍ 16
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƃƔŌũŗũŕŴśƊƛŔŽũŻŧŧŷƏƓŗųƅŔůţſƅŔŽũŻ
ƏƑſŮƈƅŔŽũŻ 17
ŜţŕŗƅŔ
ŧŗƓƆŷŧƏƈţƈƇŕŬ
ŜƏţŗƆƅʼnŕƁũŪƅŔřƆŠƈřƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏocircũŮŷŜƅŕŝƅŔŧƆŠƈƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ
44
ƁřŧŰšƇƆƏŞŧƒŗŶŕœřƆŵŗŕœŞƗŒƇƕŒŗƄőŪƓŒřŖŧœŬōŴŰƍŕŗƒƁřŕœŞōfrac34śƆƒƐŦƃŒƇœƂƆƃŒƑż
ƗŒŗŕœŞ frac34ŒŌŪƃŒ ƅſŧfrac34ŒŌŪƃŒ
ƉƔũŧŕƁũƔŻ ƛŌŽũŷ ƑƅŏƉƔũŧŕƁŕƈŧţ ũŧŕƁƏĻŔŧŠƉ ũŧŕƁʼnŕŗųƗŔiquestƍƃƔŌũŗƏƉƓśƅŔřƆƄŮƈƅŔŽŕŮśƄŔƑƆŷ
űƔũƈƅŔŕƎƊƈƓƊŕŸƔ 1
ƓśƅŔŚŬƔƅŕƎŠŕśţŌ
ŽũŷŌƛ ƓśƅŔƇŕŷiquestƄŮŗ
ŕƎŠŕśţŌ iquestŸſƅŕŗŕƎŠŕśţŌƓśƅŔ ƓƍƑſŮƈƅŔƓžʼnŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔƃƔŌũŗ 2
řŗƏŸŰŗ ŽũŷŌƛ řƅƏƎŬŗĻŕƔŗŬƊ řƅƏƎŬŗ ƃƔŌũŗƋŨƍƉƈřƔƏŧƗŔƑƆŷiquestƏŰţƅŔƑŲũƈƆƅƉƄƈƔƑſŮƈƅŔ
3
ŘŧƔŠũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏŘŧƔŠ ŘŧƔŠ ƑſŮƈƅŔŕƎƈŧƂśƓśƅŔřƔƏŧƗŔ 4
ƉƏĿſŮąƔƛŧƔŠiquestƄŮŗ
ŽũŷŌƛ ŧƔŠiquestƄŮŗƉƏĿſŮąƔ
ĻŕƔŗŬƊ ŧƔŠiquestƄŮŗƉƏĿſŮąƔ ƅŔƑŲũƈƅŔƉƔŨƑſŮƈƅŔƋŨƎŗƇƎŗƑƊŸąƔ 5
ŧƔŠũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏŧƔŠ ŧƔŠ iquestƄŮŗƇƍŕŲũƈʼnŕſŮƉƏŸŗŕśƔƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔ 6
ŢśſƊƈũƔŻĻŕƔœŕƎƊ
ŽũŷŌƛ ŕƈŧţƑƅŏŢśſƊƈ ŢśſƊƈ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 7
ĻŕƈƔţũūƔƅĻŕƔœŕƎƊ
ŽũŷŌƛ ŕƈŧţƑƅŏƇƔţũ ƇƔţũ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 8
ĻŕƈũśţƈūƔƅĻŕƔœŕƎƊ
ŽũŷŌƛ ŕƈŧţƑƅŏƇũśţƈ Ƈũśţƈ iquestƄŮŗƇƍŕŲũƈŶƈƑſŮƈƅŔƋŨƍƓžʼnŕŗųƗŔiquestƈŕŸśƔ 9
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƇƍŕŲũƈƅʼnŕŗųƗŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ 10
ċŽŕƄũƔŻ ŽũŷŌƛ ĻŕƔŗŬƊċŽŕƄ ċŽŕƄ ƇƎƅŔƏţũŮƔƅƇƍŕŲũƈƅʼnŕŗųƗŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔƉŷ
ƇƎŲũƈ 11
ŔƏŬƔƅƉƔƎƔŪƊ ŽũŷŌƛ ƉƏƎƔŪƊŧţƑƅŏŕƈ
ƉƏƎƔŪƊ ƑſŮƈƅŔŔŨƍƓžƉƏƆƈŕŸƅŔ 12
řƅƏƂŸƈŚŬƔƅ ŽũŷŌƛ ŕƈŧţƑƅŏřƅƏƂŸƈ řƅƏƂŸƈ ƑſŮƈƅŔƑƅŏƃśƔŗƉƈřžŕŬƈƅŔ 13
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƑſŮƈƅŔŔŨƍƓžʼnŕŗųƗŔŧŧŷ 14
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ŧŧŷƑſŮƈƅŔƋŨƍƓžřƔŗųƅŔŘŪƎŠƗŔ 15
ũƔŻŘŧƔŠ ŽũŷŔƛ ŕƈŕŷƏƊŘŧƔŠ ŘŧƔŠ ƃƔŌũŗ ĻŕƔƊƂśŘũƏųśƈƏŘŧƔŠƑſŮƈƅŔƓžŘŪƎŠƗŔiquestƍ 16
ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƃƔŌũŗũŕŴśƊƛŔŽũŻŧŧŷƏƓŗųƅŔůţſƅŔŽũŻ
ƏƑſŮƈƅŔŽũŻ 17
ŜţŕŗƅŔ
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