Reliability and Validity of Modified Service Quality Instrument (SERVQUAL) in Patients’ Motivation to Adhere to Insulin Therapy

Introduction: Diabetes is progressive condition which requires various ways of treatment. Adequate therapy prescribed in the right time helps patient to postpone development of complications. Adherence to complicated therapy is challenge for both patients and HCPs and is subject of research in many disciplines. Improvement in communication between HCP and patients is very important in patient’s adherence to therapy. Aim: Aim of this research was to explore validity and reliability of modified SERVQUAL instrument in attempt to explore ways of motivating diabetic patient to accept prescribed insulin therapy. Material and Methods: We used modified SERVQUAL questionnaire as instrument in the research. It was necessary to check validity and reliability of the new modified instrument. Results: Results show that modified Servqual instrument has excellent reliability (α=0.908), so we could say that it measures precisely Expectations, Perceptions and Motivation at patients. Factor analysis (EFA method) with Varimax rotation extracted 4 factors which together explain 52.902% variance of the results on this subscale. Bifactorial solution could be seen on Scree-plot diagram (break at second factor). Conclusion: Results in this research show that modified Servqual instrument which is created in order to measure expectations and perceptions of the patients is valid and reliable. Reliability and validity are proven indeed in additional dimension which was created originally for this research - motivation to accept insulin therapy.