欲求の充足に基づく顧客満足測定尺度の交差妥当性の検討 : リハビリテーションサービスにおける調査研究

Examination of the Cross-Validity of Customer Satisfaction Scale Based on Need Satisfaction : a Survey of Rehabilitation Services

Tanaka Ryo

Tokaji Akihiko

理学療法科学

[目的]本研究の目的は,我々が開発を進めている「欲求の充足に基づく顧客満足測定尺度(Customer Satisfaction Scale base on Need Satisfaction: CSSNS)」の交差妥当性を検証することである。[方法]対象は,リハビリテーションサービスを利用している医療機関の外来患者206名と,通所リハビリテーション施設(デイケア施設)の利用者81名とした。医療機関の外来患者とデイケア施設の利用者を異なる2つの集団とし,斜交モデルにおいて2つの集団は同等の因子構造を有していると仮定して多母集団同時分析を行った。[結果]因子負荷量と因子間の分散共分散に等値制約を課した斜交モデルの適合度指標の値は良好であり(χ2(185)=293.775,p<.000,CFI=.949, RMSEA=.045,AIC=463.775),斜交モデルはデータと適合していると判断された。[結語]斜交モデルが想定されたCSSNSの強固な因子不変性が確認され,CSSNSの交差妥当性が検証された。

[Purpose] The purpose of the present study was to examine the cross-validity of the Customer Satisfaction Scale based on Need Satisfaction (CSSNS), which is currently being developed in the field of health-care services. [Subjects and Methods] The subjects were 287 individuals using rehabilitation services, of whom one group used the services of a medical institution (medical group, n = 206) and the other, a day-care institution (day-care group, n=81). Data collection was conducted using the questionnaire survey method. In order to examine the factorial invariance of the CSSNS, a multi-group analysis was conducted using the data of the two groups. Multi-group analyses were conducted on 15 items that were included in the oblique model of the CSSNS and were confirmed in previous studies. [Results] The results revealed that the two groups differed in terms of age and the period of using the service. In the case of the oblique model of the CSSNS, the values of factor loadings and the variance-covariance matrix of factors were found to be identical in the two groups and fitted the data (χ2(185)=293.775, p<.000, CFI=.949, RMSEA=.045, AIC=463.775). [Conclusion] The factorial invariance of the oblique model of the CSSNS was significant. Hence, the cross-validity of the CSSNS was confirmed in the oblique model.

顧客満足

尺度開発

交差妥当性

customer satisfaction

scale development

cross-validity

Medical sciences [ 490 ]

jpn

理学療法科学学会

Copyright (c) 2010 理学療法科学学会

[ISSN] 1341-1667

[DOI] 10.1589/rika.25.95

[NCID] AN10472896

[URI] http://japanlinkcenter.org/JST.JSTAGE/rika/25.95