Cross-Cultural Adaption and Validation of SERVPERF Tool for Measuring Healthcare Quality in an Oncology Public Hospital, Vietnam

Abstract

SERVPERF (Service Performance) tool needs to be adapted to the context and the usage purpose. Our study aimed to validate the context adapted SERVPERF tool in an Oncology public hospital in Vietnam. A study was conducted in 2020 with 227 in-patients as respondents the modified SERVPERF tool. Data collected were analyzed for tool assessment (reliability and validity). The new order in 5 factors in the modified tool were: (1) Responsiveness; (2) Empathy; (3) Reliability; (4) Tangible and (5) Assurance. The modified tool has a high Cronbach’s alpha of .94. The tool validity was confirmed by Confirmatory Factor Analysis (CFA) where the healthcare service quality item corresponds as χ2/df = 3.79, Comparative Fit Index (CFI) = 0.85, Tucker Lewis Index (TLI) = 0.83, and Root Mean Squared Error of Approximation (RMSEA) = 0.08 are good fit indices. The modified tool SERVPERF with high reliability and validity could be applied for measuring the clients’ perceptions about healthcare service quality in other Oncology public hospitals in Vietnam.