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Purpose) The purpose of the present study was to examine the cross-validity of the Customer Satisfaction Scale based on Need Satisfaction (CSSNS), which is currently being developed in the field of health-care services. (Subjects and Methods) The subjects were 287 individuals using rehabilitation services, of whom one group used the services of a medical institution (medical group, n = 206) and the other, a day-care institution (day-care group, n=81). Data collection was conducted using the questionnaire survey method. In order to examine the factorial invariance of the CSSNS, a multi-group analysis was conducted using the data of the two groups. Multi-group analyses were conducted on 15 items that were included in the oblique model of the CSSNS and were confirmed in previous studies. (Results) The results revealed that the two groups differed in terms of age and the period of using the service. In the case of the oblique model of the CSSNS, the values of factor loadings and the variance-covariance matrix of factors were found to be identical in the two groups and fitted the data ( 2 (185)=293.775, p<.000, CFI=.949, RMSEA=.045, AIC=463.775). (Conclusion) The factorial invariance of the oblique model of the CSSNS was significant. Hence, the cross-validity of the CSSNS was confirmed in the oblique model.

Examination of the Factorial Validity of the Customer Satisfaction Scale Based on Need Satisfaction: a Survey of Rehabilitation Services