Abstract: In the health care industry, an important playing factor that determines the quality delivered is the quality of nursing service. The aim of this research is to measure the validity and reliability of the instrument for measuring nursing service quality. Exploratory Factor Analysis (EFA) was conducted to identify the underlying structure or items of the variable of this study. Next, Confirmatory Factor Analysis (CFA) was applied to verify the relationship between the items and their respective factors. The participants of this study involves of a total of 584 nurses employed in state government hospitals. The two methods of analysis employed proved to be appropriate in this case study, producing a reliable two factors measurement model of nursing service quality. Empathy and Reliability are two elements discovered as a result of this study.
Wan Norhayati Mohamed, Nik Hazimah Nik Mat, Hayatul Safrah Salleh and Yusnita Yusof, 2016. Measuring Nursing Service Quality in Public Hospitals. The Social Sciences, 11: 5011-5016.