Browse > Article
http://dx.doi.org/10.11111/jkana.2014.20.4.362

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

Lee, Myung Ha (College of Nursing, Chonbuk National University)
Park, Sook Kyoung (College of Nursing, Chonbuk National University)
Lee, Ok Joo (Department of Nursing, Kunjang University)
Publication Information
Journal of Korean Academy of Nursing Administration / v.20, no.4, 2014 , pp. 362-372 More about this Journal
Abstract
Purpose: The purpose of this research was to develop and test the validity and reliability of the Service Orientation Scale for Health Care Organization. Methods: The Service Orientation Scale for Health Care Organization, $SERV^*OR$, was developed through forward-backward translation methods. Internal consistency and reliability, construct and criterion validity were calculated using SPSS Statistics WIN 17.0. Survey data were collected from 283 clinical nurses in a general hospital in J province. Results: The Service Orientation Scale for Health Care Organization showed reliable internal consistency with Cronbach's ${\alpha}$'s for the total scale ranging from .85~.91. Factor loading of the 30 items on four sub-scales ranged from .67~.83. The sub scales were named service leadership, service system, customer focus, and service control. Item convergent and discriminant validity were also established for the Service Orientation Scale for Health Care Organization. Criterion validity showed a significant correlation with customer orientation. Conclusion: The findings of the study demonstrate that the Service Orientation Scale for Health Care Organization has satisfactory construct and criterion validity, and reliability and can be used to measure service orientation.
Keywords
Service orientation; Reliability; Validity;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
연도 인용수 순위
1 Lytle RS., Hom P., Mokwa M. SERV*OR: A managerial measure of organizational service-orientation: Journal of Retailing. 1998;74(4):455-489. http://dx.doi.org/10.1016/S0022-4359(99)80104-3   DOI   ScienceOn
2 Cater B, Zabkar V. Antecedents and consequences of commitment in marketing research services: The client's perspective. International Marketing Management. 2009;38:785-797. http://dx.doi.org/10.1016/j.indmarman.2007.10.004   DOI
3 Lytle RS. Service orientation, Market orientation, and performance an organizational culture perspective [dissertation]. Phynix: Arizona University; 1994. p. 22-38.
4 Woo YH, Hong MY. A Study on the service orientation measurement of civil affair administration on the basis of SERV*OR Scale: Korean Public Administration. 2005;39(3):251-274.
5 Schneider B, Parkington J, Buxton VM. Employee and customer perceptions of service in banks. Administrative Science Quarterly. 1980;25:252-267.   DOI   ScienceOn
6 Lytle RS, Timmerman JE. Service orientation and performance: An organizational perspective. Journal of Service Maketing. 2006;20(2):136-147. http://dx. doi.org/10.1108/08876040610657066   DOI
7 Lee TS, Ahn SH, Kang KD. A study on the service orientation of civil service organizations: The Assessment of Psychometric Properties of SERV*OR. Korean Journal of Business Administration. 2008;21(3):1259-1285.
8 Kim SC, Lee HS. A study of service orientation, human resource satisfaction, customer orientation effects on performance in hospital: Journal of Korean Society for Quality Management. 2002;30(2):11-25
9 Yoon JL, Jang JS. The business of medical institutions and the impact on service-oriented. Korean Journal of Business Administration. 2012;25(2):859-878.
10 Kang DS. A study on the effects of service orientation to customer orientations, employees satisfaction and service values in Medical Service Organizations. Korean Association of Business Education. 2009;56:247-269.
11 Seo KW. A study on the effects of service orientation to business performance in medical service organizations: Focus on the general specialty medical treatment institutions [Dissertation]. Chungju: Chungju University; 2007. p. 63-78.
12 Lee HT. Effect of local medical institutions' service orientation on their employees' job satisfaction, organizational commitment and customer orientation: Focusing on the Busan area. The Korean Journal of Local Government Studies. 2013; 17(3):383-402.
13 Kim JY, Choi KS. The causal relationship among medical service orientation, hospital image and hospital performance: Korean Accounting Review. 2005;30:281-304.
14 Han JL. Factors affecting the organizational service orientation in hospital nursing [Dissertation]. Seoul: The Catholic University of Korea; 2003. p. 17-47.
15 Shin HK. Organizational socialization of new staff nurses and its related factors [Dissertation]. Seoul: Yonsei University; 2004. p. 20-45.
16 Lee EO, Lim NY, Park HE, Heo IS, Kim JY, Bae JE, et al. Nursing research & statistics. Paju: Soomoonsa; 2009. p. 197-270.
17 Parasuraman A, Zeithml VA, Berry LL. SERVQUAL: A mutiple item scale for measuring consumer perception of service quality. Journal Retailing. 1988;64:14-40.
18 Babbie ER. The practice of social research. 11th ed. Belmont, CA: Thomson Wadsworth; 2007. p. 238-239.
19 Moon HJ. Influence of organizational culture, service oriented culture, and cultural strength on customer orientation of hospital employees [master's thesis]. Gimhae: Injea University; 2004.
20 Ha GC. The handbook of marketing research. Paju: Idambooks; 2010. p. 173-174.
21 Kang YS, Choi EH. A study on the effects of service orientation on organizational performance in the long-term care facility for the elderly. The Korean Association for Local Government & Administration Studies. 2012;26(3):493-516.   DOI
22 Ware JE, Gandek B. Methods for testing data quality, scaling assessments and reliability: The IQOLA project approach. Journal of Clinical Epidemiology. 1998;51:945-952.   DOI   ScienceOn
23 Franklin C, Streeter CL, Spriner DW. Validity of the FACES IV. family assessment measure. Research on Social Work Practice. 2001;11(5):576-596. http://dx.doi.org/10.1177/104973150101100503   DOI
24 Zeithmal VA, Leonard LB, Parasuraman A. The behavioral consequences of service Quality. Journal of Marketing. 1996; 60:31-46. http://dx.doi.org/10.2307/1251929
25 Dienhart JR, Gregorie MB, Downey RG. Patrick KK. Service orientation of restaurant employee. International Journal of Hospitality Management. 1992;11(4):331-346. http://dx.doi.org/10.1016/0278-4319(92)90050-6   DOI
26 Sung TJ. Modern basic statistics. 6th ed. Seoul: Hakgisa. 2011. p. 117-142.