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Table 2 Association between overall satisfaction scale, intended behaviors and global satisfaction item from the first validation study (n = 1007) and replication study (n = 248)

From: Construction of a questionnaire measuring outpatients' opinion of quality of hospital consultation departments

  First validation phase First study (n = 1007) Replication phase Second study (n = 248)
  n Score (sd) (1) P n Score (sd) (2) P
Overall satisfaction item (3)       
1 (not at all satisfied) 13 58.0 (21.6)     
2 12 68.7 (17.7)     
3 18 56.0 (13.5) <0.001 (4) - na -
4 39 59.4 (14.0)     
5 125 72.1 (11.5)     
6 285 80.3 (10.0)     
7 (completely satisfied) 496 90.6 (7.6)     
To recommend to relatives or friends       
certainly not 13 52.7 (18.2) <0.001 (4) - na -
probably not 30 57.3 (16.7)     
yes probably 272 75.4 (13.1)     
yes certainly 665 87.6 (9.5)     
To consult again       
certainly not 10 58.7 (24.2) <0.001 (4) - na -
probably not 20 57.3 (17.9)     
yes probably 213 72.5 (14.5)     
yes certainly 756 86.6 (10.3)     
To consult again     9   
Do not agree - na - 46 57.8 (14.4) <0.001
agree     18 64.2 (12.4)  
Fully agree     1 84.3 (11.7  
Content of the open-ended question       
negative comment 303 76.1 (14.7)   85 72.1 (14.9)  
mixed comment 110 78.4 (13.5) <0.001 8 81.0 (12.4) <0.001
no comment 442 85.4 (12.1)   91 82.0 (15.8)  
positive comment 152 91.2 (8.2)   42 85.5 (11.1)  
  1. na: non available (1) Overall satisfaction score (26 items scale extracted from the first study) (2) Overall satisfaction score (27 items final scale extracted from the second study) (3) 7-point scale from 1 'not at all satisfied' to 7 'completely satisfied' (4) ANOVA test regrouping the responses 1,2 and 3