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Indexed/Abstracted in: BIOSIS Previews, EMBASE, Scopus, Emerging Sources Citation Index
Online ISSN 1827-1812
Coluccia A. 1, Cioffi R. 2, Ferretti F. 1, Lorini F. 1
1 Customer Satisfaction Center University of Siena, Siena, Italy
2 University “G. D’Annunzio”of Chieti-Pescara Chieti, Italy
In the present article we examine the psychometric properties of the Questionnaire of Quality Perception (QQP), an Italian survey measuring patients’ perceptions on the quality of a recent hospital admission. The authors predict that the 14-item survey will be divided into four factors: 1) satisfaction with the medical doctor, 2) satisfaction with the nursing staff, 3) satisfaction with the auxiliary staff, and 4) satisfaction withthe hospital amenities. Considering Coluccia, Ferretti, Lorini, Calamai (2002), we administered the test on 1804 patients from the “Le Scotte” Hospital in Siena. We tested two models using a confirmatory factorial analysis (structural equation modeling): the first model with 4 orthogonal factors, the second model with 4 oblique factors. The SEM fit indices and the test of the difference of the c2, lean towards the acceptance of the second model.