Credibility and staff conduct make or break bank customer service quality

Service quality is assessed by customers along the dimensions of staff conduct, credibility, communication, and access to teller services. Credibility and staff conduct emerge as the highest loading first-order factors. This highlights the significance of rectifying mistakes while keeping customers informed, and employing branch staff that are responsive and civilized in their conduct. Discovery of a valid second-order factor, namely, overall customer service quality, underscores the importance of providing quality service across all its dimensions. For example, if the bank fails to rectify mistakes and keep customers informed but excels in all other dimensions, its overall customer service quality can still be rated poorly.

The development and psychometric properties of a measure of social and adaptive functioning for children and adolescents

Developed, piloted, and examined the psychometric properties of the Child and Adolescent Social and Adaptive Functioning Scale (CASAFS), a self-report measure designed to examine the social functioning of young people in the areas of school performance, peer relationships, family relationships, and home duties/self-care. The findings of confirmatory and exploratory factor analysis support a 4-factor solution consistent with the hypothesized domains. Fit indexes suggested that the 4-correlated factor model represented a satisfactory solution for the data, with the covariation between factors being satisfactorily explained by a single, higher order factor reflecting social and adaptive functioning in general. The internal consistency and 12-month test-retest reliability of the total scale was acceptable. A significant, negative correlation was found between the CASAFS and a measure of depressive symptoms, showing that high levels of social functioning are associated with low levels of depression. Significant differences in CASAFS total and subscale scores were found between clinically depressed adolescents and a matched sample of nonclinical controls. Adolescents who reported elevated but subclinical levels of depression also reported lower levels of social functioning in comparison to nonclinical controls.

Which aspects of socio-economic status are related to health in mid-aged and older women?

A population-based study was conducted to validate gender- and age-specific indexes of socio-economic status (SES) and to investigate the associations between these indexes and a range of health outcomes in 2 age cohorts of women. Data from 11,637 women aged 45 to 50 and 9,5 10 women aged 70 to 75 were analyzed. Confirmatory factor analysis produced four domains of SES among the mid-aged cohort (employment, family unit, education, and migration) and four domains among the older cohort (family unit, income, education, and migration). Overall, the results supported the factor structures derived from another population-based study (Australian Bureau of Statistics, 1995), reinforcing the argument that SES domains differ across age groups. In general, the findings also supported the hypotheses that women with low SES would have poorer health outcomes than higher SES women, and that the magnitude of these effects would differ according to the specific SES domain and by age group, with fewer and smaller differences observed among older women. The main exception was that in the older cohort, the education domain was significantly associated with specific health conditions. Results suggest that relations between SES and health are highly complex and vary by age, SES domain, and the health outcome under study.

An empirical assessment of customer satisfaction and quality of servisse: Comparing Servqual and Servperf

This paper assesses the validity and reliability of two instruments measuring quality of service, the SERVPERF and SERVQUAL scales, replicated in a novel cultural settings, a Portuguese energy company. To provide insights and strategies for managerial intervention, a relation between customers’ satisfaction and quality of service is established. The empirical study suggests a superior convergent and predictive validity of SERVPERF scale to measure quality of service in this settings when comparing to SERVQUAL. The main differences of this study with previous ones, are that this one resorts on a confirmatory factor analysis, the validation of the instruments is performed by using the same measures suggested by their creators and extends the line of research to a novel cultural settings, a Portuguese energy company. Concerning the relationship between service quality and customers’ satisfaction, all of the quality of service attributes correlate almost equally to the satisfaction ones, with a lower weight concerning tangibles.

An empirical assessment of customer satisfaction and quality of service: comparing SERVQUAL and SERVPERF

This paper assesses the validity and reliability of two instruments measuring quality of service, the SERVPERF and SERVQUAL scales, replicated in a novel cultural settings, a Portuguese energy company. To provide insights and strategies for managerial intervention, a relation between customers’ satisfaction and quality of service is established. The empirical study suggests a superior convergent and predictive validity of SERVPERF scale to measure quality of service in this settings when comparing to SERVQUAL. The main differences of this study with previous ones, are that this one resorts on a confirmatory factor analysis, the validation of the instruments is performed by using the same measures suggested by their creators and extends the line of research to a novel cultural settings, a Portuguese energy company. Concerning the relationship between service quality and customers’ satisfaction, all of the quality of service attributes correlate almost equally to the satisfaction ones, with a lower weight concerning tangibles.

BRAND EQUITY OF LAHORE FORT AS A TOURISM DESTINATION BRAND

ABSTRACTStudies that measure the brand equity of destination brands by using the Customer-Based Brand Equity (CBBE) model in a developing country context are scarce. The present study investigates the destination brand equity of the Lahore Fort by employing the CBBE model in a developing country context of Pakistan. Following the positivist tradition, we adopted a survey-based approach to collect data from 237 tourists visiting the Lahore Fort. Data were collected through a questionnaire developed to explain the relationship of brand awareness, brand image, brand association, and brand loyalty with Lahore Fort’s overall brand equity. We used various robust statistical techniques such as correlation, regression and confirmatory factor analysis (using PLS method) to reach meaningful conclusions and found that brand image and brand associations positively contribute to brand loyalty. Furthermore, brand loyalty significantly contributes towards overall brand equity. Pragmatically, this study measures the customer based brand equity of the Lahore Fort, a destination brand. The results are useful as they suggest a few strategies that can help policy makers to enhance Lahore Fort’s brand performance.

Dispositional optimism is unidimensional or bidimensional? The Portuguese Revised Life Orientation Test

The aim of the study is to adapt and then discuss the appropriateness of the Life Orientation Test as a one or two dimension scale. The research includes two studies; one is composed of a sequential sample of 280 people with multiple sclerosis, 71% female, and another includes a convenience sample of 615 individuals from the community, 51.1% female. Because the construct is built upon a theoretical assumption that has one dimension, we examine the hypothesis of one or two factor solutions through confirmatory factor analysis, and the two-dimension solution premise demonstrates better adjustment for both samples. The other psychometric properties explored show appropriate results for the Portuguese sample, and similar to the original ones; the Test therefore seems appropriate for use in cross cultural studies. Based on our results, we discuss whether the questionnaire is a one or two dimension instrument, concluding that it appears appropriate to accept the recommendations of the original authors to use it as a one-dimensional tool and, when necessary, to use both dimensions. - RESUMO: El objetivo del estudio es adaptar y discutir la adecuación de la prueba de Orientación de la Vida en una o dos escalas de dimensión. La investigación engloba dos estudios, uno constituido por una muestra secuencial de 280 personas con esclerosis múltiple, 71% mujeres y otro con una muestra de conveniencia de la comunidad de 615 individuos, 51,1% del sexo femenino. Como el constructo se asienta sobre la presunción teórica de que tiene una dimensión, inspeccionamos la hipótesis de una o dos soluciones de factor a través del análisis factorial confirmatorio y la hipótesis de dos dimensiones manifiesta un mejor ajuste para ambas muestras. Las otras propiedades psicométricas exploradas muestran los resultados apropiados para la muestra portuguesa, y semejantes a los originales. Parece apropiado para los estudios culturales transversales. Basándonos en nuestros resultados, discutimos si el cuestionario es un instrumento de una o dos dimensiones, concluyéndose que parece conveniente seguir las recomendaciones de los autores originales, para utilizarlo como un instrumento unidimensional y, si fuera necesario necesario, utilizar cada una de las dimensiones.

Evidências de validade da versão brasileira do Exercise Motivation Inventory-2 em contexto de academia e personal training

Este estudo teve como objetivos verificar a validade fatorial e a validade interna da versão brasileira do Exercise Motivation Inventory-2 (EMI-2) e comparar os principais motivos para prática de exercício tendo em conta os contextos de academia e personal training. Um total de 588 praticantes de exercício da cidade de Pelotas/RS/Brasil (405 de academia e 183 de personal training) preencheram o EMI-2, o qual é constituído por 51 itens, agrupados em 14 motivos (fatores) para prática de exercício físico. A validade fatorial do EMI-2 foi testada através da realização de análises fatoriais confirmatórias e a validade interna através do alfa de Cronbach. Para a verificar o efeito do contexto nos motivos foi utilizada a MANOVA e calculado o tamanho do efeito. Os resultados obtidos dão suporte à estrutura original do EMI-2 com 14 fatores, nesta amostra. Verificou-se um efeito multivariado significativo do contexto sobre os motivos de prática [Wilks’ λ = 0.912, F (14, 573.000) = 3.9, p < 0.001, η² = 0.088]. Os motivos de “Prazer”, “Força e resistência”, “Desafio”, “Socialização”, “Competição” e “Reconhecimento Social” foram significativamente superiores no contexto de academia e os motivos de “Agilidade” e “Prevenção de Doenças” foram significativamente superiores no contexto de personal training.

Conhecimentos sobre VIH sida nos clientes de um hospital de Lakes State, Sudão do Sul

Enquadramento: O VIH/Sida exige uma ação direcionada na vertente da prevenção, cujo suporte integra a transmissão de conhecimentos promotores da adoção e manutenção de comportamentos seguros, em conformidade com as características sociais e culturais dos indivíduos. Objetivos: Validar, para a população do Sudão do Sul, a Escala de Conhecimentos sobre VIH/Sida, The HIV Knowledge Questionnaire: HIV-KQ-45, de Carey et al. (1997); analisar de que forma as variáveis sociodemográficas influenciam os conhecimentos sobre VIH/Sida, dos cidadãos de Mapuordit Sudão do Sul; verificar se a frequência de formação sobre VIH/Sida influencia o seu nível de conhecimentos. Metodologia: Estudo quantitativo, descritivo-analítico e transversal, com 232 clientes do Mary Immaculate de Mapuordit Hospital. Foi utilizado um Questionário de caracterização sociodemográfica e do contexto de formação sobre o VIH/Sida, e o HIV Knowledge Questionnaire (HVI-K-Q) de Carey, Morrison-Beedy e Johnson (1997). Resultados: Amostra é maioritariamente masculina (74.6%), com uma média de idade 22,83 (±5.793 anos). A análise fatorial confirmatória do HIV-K-Q permitiu apurar 5 fatores, cujos valores médios mais significativos foram nos fatores preconceitos/medos (média=80.60%), conhecimentos sobre os comportamentos de risco (média=76.58%) e vias de transmissão (média=70.36%). Os sudaneses pontuaram maioritariamente com razoáveis conhecimentos sobre a Sida (média=68.08%). As mulheres, os participantes mais velhos, com companheiro(a), mais escolarizados, profissionalmente ativos, a distar do hospital =<20 Km, deslocando-se num veículo não motorizado e com diagnóstico de VIH relataram mais conhecimentos sobre a Sida. Os participantes com informação sobre a prevenção do VIH/Sida e frequência em workshop na área demonstraram melhores conhecimentos. Revelaram-se preditivas dos conhecimentos acerca da doença as habilitações literárias (β=0.32) e o diagnóstico de VIH/Sida (β=0.14) revelou-se preditor dos conhecimentos sobre os comportamentos de risco. Conclusão: As casuísticas significativas do VIH/Sida justificam considerar as habilitações literárias e a presença de diagnóstico VIH/Sida como variáveis a avaliar previamente ao planeamento estratégico das ações de educação para a prevenção do VIH/Sida no Sudão do Sul. Palavras-chave: Conhecimentos; VIH/Sida; Sudão do Sul.

Paranoia in the General Population : a revised version of the General Paranoia Scale for Adults

Background: Paranoid ideation has been regarded as a cognitive and a social process used as a defence against perceived threats. According to this perspective, paranoid ideation can be understood as a process extending across the normal-pathological continuum. Methods: In order to refine the construct of paranoid ideation and to validate a measure of paranoia, 906 Portuguese participants from the general population and 91 patients were administered the General Paranoia Scale (GPS), and two conceptual models (one - and tridimensional) were compared through confirmatory factor analysis (CFA). Results: Results from the CFA of the GPS confirmed a different model than the one-dimensional model proposed by Fenigstein and Vanable, which com-prised three dimensions (mistrust thoughts, persecutory ideas, and self-deprecation). This alternative model presented a better fit and increased sensitivity when compared with the one-dimensional model. Further data analysis of the scale revealed that the GPS is an adequate assessment tool for adults, with good psychometric characteristics and high internal consistency. Conclusion: The model proposed in the current work leads to further refinements and enrichment of the construct of paranoia in different populations, allowing the assessment of three dimensions of paranoia and the risk of clinical paranoia in a single measure for the general population.

Paranoia in the General Population : a revised version of the General Paranoia Scale for adolescents

The aim of the current study was to validate the General Paranoia Scale for Portuguese Adolescents population (GPS-A). This scale assesses the paranoid ideation in non-clinical population. Results from a confirmatory factor analysis of the scale on 1218 youths confirmed an alternative model to the one-dimensional model proposed by Fenigstein and Vanable (1992) comprising three different dimensions (Mistrust thoughts, persecutory ideas and depreciation). This alternative model presented a good fit: χ2 (162)= 727.200, p = .000; CFI = .925; RMSEA = .054, P(rmsea ≤0.05) = .000; PCFI = .788; AIC = 863.200. All items presented adequate factor loadings (λij ≥0.5) and individual reliability ((λij)2 ≥0.25). Further data analysis on the scale revealed that the GPS-A is an adequate assessment tool for adolescents, with good psychometric characteristics and high internal consistency.

The hospital survey on patient safety culture in Portuguese hospitals: instrument validity and reliability

Purpose – Quantitative instruments to assess patient safety culture have been developed recently and a few review articles have been published. Measuring safety culture enables healthcare managers and staff to improve safety behaviours and outcomes for patients and staff. The study aims to determine the AHRQ Hospital Survey on Patient Safety Culture (HSPSC) Portuguese version's validity and reliability. Design/methodology/approach – A missing-value analysis and item analysis was performed to identify problematic items. Reliability analysis, inter-item correlations and inter-scale correlations were done to check internal consistency, composite scores. Inter-correlations were examined to assess construct validity. A confirmatory factor analysis was performed to investigate the observed data's fit to the dimensional structure proposed in the AHRQ HSPSC Portuguese version. To analyse differences between hospitals concerning composites scores, an ANOVA analysis and multiple comparisons were done. Findings – Eight of 12 dimensions had Cronbach's alphas higher than 0.7. The instrument as a whole achieved a high Cronbach's alpha (0.91). Inter-correlations showed that there is no dimension with redundant items, however dimension 10 increased its internal consistency when one item is removed. Originality/value – This study is the first to evaluate an American patient safety culture survey using Portuguese data. The survey has satisfactory reliability and construct validity.

Validity and reliability of a health care service evaluation instrument for tuberculosis

OBJECTIVE To evaluate the validity and reliability of an instrument that evaluates the structure of primary health care units for the treatment of tuberculosis.METHODS This cross-sectional study used simple random sampling and evaluated 1,037 health care professionals from five Brazilian municipalities (Natal, state of Rio Grande do Norte; Cabedelo, state of Paraíba; Foz do Iguaçu, state of Parana; Sao José do Rio Preto, state of Sao Paulo, and Uberaba, state of Minas Gerais) in 2011. Structural indicators were identified and validated, considering different methods of organization of the health care system in the municipalities of different population sizes. Each structure represented the organization of health care services and contained the resources available for the execution of health care services: physical resources (equipment, consumables, and facilities); human resources (number and qualification); and resources for maintenance of the existing infrastructure and technology (deemed as the organization of health care services). The statistical analyses used in the validation process included reliability analysis, exploratory factor analysis, and confirmatory factor analysis.RESULTS The validation process indicated the retention of five factors, with 85.9% of the total variance explained, internal consistency between 0.6460 and 0.7802, and quality of fit of the confirmatory factor analysis of 0.995 using the goodness-of-fit index. The retained factors comprised five structural indicators: professionals involved in the care of tuberculosis patients, training, access to recording instruments, availability of supplies, and coordination of health care services with other levels of care. Availability of supplies had the best performance and the lowest coefficient of variation among the services evaluated. The indicators of assessment of human resources and coordination with other levels of care had satisfactory performance, but the latter showed the highest coefficient of variation. The performance of the indicators “training” and “access to recording instruments” was inferior to that of other indicators.CONCLUSIONS The instrument showed feasibility of application and potential to assess the structure of primary health care units for the treatment of tuberculosis.

Psychometric Properties of the Portuguese Version of the Posttraumatic Growth Inventory Short Form Among Divorced Adults

The aim of this study was to develop and validate a Portuguese version of the Short Form of the Posttraumatic Growth Inventory (PTGI-SF). Using an online convenience sample of Portuguese divorced adults (N = 482), we confirmed the oblique five-factor structure of the PTGI-SF by confirmatory factor analysis. The results demonstrated the measurement invariance across divorce initiator status groups. Total score and factors of PTGI-SF showed good internal consistency, with the exception of the New Possibilities factor, which revealed an acceptable reliability. The Portuguese PTGI-SF showed a satisfactory convergent validity. In terms of discriminant validity, posttraumatic growth assessed by the Portuguese PTGI-SF was a distinct factor from posttraumatic psychological adjustment. These preliminary findings suggest the cultural adaptation and also psychometric properties of the present Portuguese PTGI-SF to measure posttraumatic growth after personal crisis.

Constructing and validating a scale of employee satisfaction with HRM practices in the healthcare context

The concept of HRM perceptions is a growing interest in the literature, as one of the antecedents of HRM outcomes. Regardless, not only the cognitive aspect of perception is interesting in this field (what you think) but also the affective perspective is of interest (how you feel about it). In this study we propose a scale for assessing satisfaction with the perceptions of the HRM practices. A 24 item Likert-type scale was developed considering literature review, to assess subjects’ satisfaction with Human Resources Practices in a healthcare setting. Talked reflections were held and a survey encompassing all workers from a Hospital was conducted later, with a sample of 922 subjects. Exploratory and Confirmatory Factor Analysis were performed; reliability was tested using Cronbach’s alpha. The scale presents good psychometric properties with alpha values that range from .71 to .91. Exploratory and Confirmatory Factor Analysis demonstrated that the scale presents a very good fit with CFI= 0.94, AGFI= 0.88, and RMSEA= 0.07. The present study represents a first approach in the usage of this scale and despite having a large sample, respondents originate from a single institution. This study presents a pertinent scale towards measuring a seldom explored construct of the worker-organization relationship. The scale is parsimonious and results are promising. There seems to be very little research on how subjects feel about the HRM practices. This construct, very much in line with more recent studies concerning worker perceptions can be especially interesting in the context of the worker-organization relationship.