Abstract
In this paper, we validate MEDIQUAL constructs through the different media users in help desk service. In previous research, only two end-users’ constructs were used: assurance and responsiveness. In this paper, we extend MEDIQUAL constructs to include reliability, empathy, assurance, tangibles, and responsiveness, which are based on the SERVQUAL theory. The results suggest that: 1) five MEDIQUAL constructs are validated through the factor analysis. That is, importance of the constructs have relatively high correlations between measures of the same construct using different methods and low correlations between measures of the constructs that are expected to differ; and 2) five MEDIQUAL constructs are statistically significant on media users’ satisfaction in help desk service by regression analysis.
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© 2005 International Federation for Infrmation Processing
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Lee, SG., Min, J.H. (2005). Validating MEDIQUAL Constructs. In: Arai, E., Kimura, F., Goossenaerts, J., Shirase, K. (eds) Knowledge and Skill Chains in Engineering and Manufacturing. DIISM 2002. IFIP International Federation for Information Processing, vol 168. Springer, Boston, MA. https://doi.org/10.1007/0-387-23852-2_15
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DOI: https://doi.org/10.1007/0-387-23852-2_15
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