Validating MEDIQUAL Constructs: Reliability, Empathy, Assurance, Tangibles, and Responsiveness

  • Lee, Sang-Gun (College of Business Administration University of Nebraska-Lincoln Lincoln) ;
  • Sangjin Yoo (Department of Management Information System College of Business Administration Keimyung University) ;
  • Lee, Hu-Hyuk (College of Business Administration Southeast Missouri State University Cape Girardeau)
  • Published : 2003.03.01


In this paper, we validate MEDIQUAL constructs through different media users in help desk. In a previous paper only two end-users' constructs were used: assurance and responsiveness. In this paper we extended MEDIQUAL constructs to include reliability, empathy, assurance, tangibles, and responsiveness, which are based on the SERVQUAL theory. The results suggested that: 1) five MEDIQUAL constructs were validated through the factor analysis. That is, importance of the constructs have relatively high correlations between measures of the same construct using different methods and low correlations between measures of construct that are expected to differ (Cronbach, 1971; Campbell and Fiske, 1959) 2) five MEDIQUAL constructs are statistically significant on media users' satisfaction in help desk service by regression analysis.