Interrater Reliability in Content Analysis of Healthcare Service Quality Using Montreal's Conceptual Framework

This study examines the usefulness of the Montreal Service Concept framework of service quality measurement, when it was used as a predefined set of codes in content analysis of patients' responses. As well, the study quantifies the interrater agreement of coded data. Two raters independently reviewed each of the responses from a mail survey of ambulatory patients about the quality of care and recorded whether or not a patient expressed each concern.

English

Effects of a neutral answer choice on the reliability and validity of attitude and opinion items

The objective of this study is to determine whether a middle alternative in the response choices to a questionnaire influences the reliability and validity of survey responses. A 32-item questionnaire regarding maternity care was administered to a sample of 1,390 persons consisting of 597 physicians, 723 nurses, and 70 midwives. The sample was randomly divided into two groups, one receiving a questionnaire with five answer choices, including a middle option, and the other receiving a similar questionnaire but without the middle option.

English