Westaway M S, Viljoen E, Chabalala H P
Curationis. 1998 Dec;21(4):3-7. doi: 10.4102/curationis.v21i4.656.
In South Africa, client satisfaction with the quality of health care has received minimal attention; probably due to the lack of locally developed and tested measures. Therefore, we developed and tested a 20-item attitude scale to determine satisfaction with Family Planning (FP) services. The objectives of this study were to: ascertain reliability of the scale and confirm, through factor analysis, that satisfaction with the FP service was based on interpersonal and organisational dimensions. The sample comprised 199 black adult interviewees (158 women and 41 men), who had previously used or were currently using contraception, from an informal settlement in Gauteng, South Africa. Three items were removed from the scale due to unacceptable communality estimates. The reliability coefficient of 0.76 for the 17-item scale was satisfactory. The principal components analysis, with orthogonal and oblique rotations, extracted two factors; accounting for 51.8% of the variance. The highest loadings on Factor I involved an interpersonal dimension (friendly, encouraging, competent, informative and communicative). Factor II tended to focus on the organisational elements of the system, such as different methods, choice of methods, service availability and length of waiting time. It was concluded that this scale was a reliable, easily administered and scored measure of satisfaction, with underlying interpersonal and organisational dimensions.
在南非，客户对医疗保健质量的满意度很少受到关注；这可能是由于缺乏本地开发和测试的衡量方法。因此，我们开发并测试了一个包含20个条目的态度量表，以确定对计划生育（FP）服务的满意度。本研究的目的是：确定该量表的可靠性，并通过因子分析确认对FP服务的满意度基于人际和组织维度。样本包括199名来自南非豪登省一个非正式定居点的黑人成年受访者（158名女性和41名男性），他们之前使用过或正在使用避孕措施。由于共同度估计值不可接受，从量表中删除了三个条目。17条目量表的信度系数为0.76，令人满意。主成分分析采用正交和斜交旋转，提取了两个因子；解释了51.8%的方差。因子I上的最高负荷涉及人际维度（友好、鼓励、胜任、信息丰富和善于沟通）。因子II倾向于关注系统的组织要素，如不同的方法、方法的选择、服务的可及性和等待时间的长短。得出的结论是，该量表是一种可靠、易于实施和评分的满意度衡量方法，具有潜在的人际和组织维度。
