Overall Satisfaction
The percentage distribution of the overall satisfaction indicated that
most of the respondents were either very satisfied (3.8%; n = 16) or satisfied
(81.4%; n = 342) with their current visit. The average score of
overall satisfaction was 3.89 (SD = 0.42) on a 5-point scale.Atwo-stage
least squares regression analysis was used to assess the relationship between
one dependent variable (i.e., overall satisfaction) and a number of
independent variables, namely the five satisfaction dimensions derived
from the factor analysis. The reason for using factor scores was to avoid
the possible multicollinearity effect of the regression model due to the
correlations among variables (Kozak & Rimmington, 2000).