A study on Service Quality and Social Capital in the Society-run Home for the Aged in Beijing
Chapter Six: Scale Construction and Scale Validation
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Chapter Six Scale Construction and Scale Validation
One of the main purposes of the study is to design an instrument for measuring the service quality in residential care service institutions for the elderly that suits the special situation in China and to address the research gap in this field. Since there has been no measurement tool available in mainland China until now, the study extensively reviews instruments developed in western countries and Hong Kong in the past decades and identifies some important dimensions and models of service quality. In addition, the concerns and interests of researchers in China about care services in the SRH are also reviewed.
In the study, two scales are developed to measure service quality from the residents’ perspective, namely the “Resident Satisfaction Scale” (RSS) and the “Overall Assessment Scale” (OAS). Moreover, Pfeiffer’s (1975) Short Portable Mental Status Questionnaires (SPMSQ) was adjusted to the specific cultural conditions in China. For the sake of improving the structure of the instruments, pilot testing was conducted and the scales were modified according to respondents’ comments. In order to test the reliability and validity of the scales, a pilot study was conducted. Several items in the scales were deleted after checking the scores, and conducting Cronbach’s alpha, split-half reliability and factor analysis. The scales that were tested and simplified in the pilot study were employed in the main study to measure residents’ evaluation of service. The reliability and validity of...