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

Abstract

[Purpose] The purpose of the present study was to examine the factorial validity of the Customer Satisfaction Scale based on Need Satisfaction (CSSNS), which we are currently developing for health care services. [Subjects and Methods] To examine the fitness of the oblique model, the orthogonal model, the second-order factor model, and Structural Equation Modeling (SEM) were conducted with the data of 311 subjects who use the rehabilitation service. [Results] The results of the SEM showed that the Comparative Fit Index (CFI) and Root Mean Square Error Approximation (RMSEA) of the oblique model was as good as the second-order factor model, and that Akaike' Information Criterion (AIC) of the oblique model was better than that of second-order factor model. [Conclusion] From the above stated results, the factorial validity of CSSNS was confirmed for the oblique model.