Designing and Validation of the Internal Marketing Questionnaire for Health Care Centers

Providing quality services in different organizations depends on understandingthe needs and problems of human resources and responding to them appropriately. Thisstudy aimed to design and validate a questionnaire to assess the internal marketing status ofhealth care centers in Persian. After collecting the related articles and interviewing the experts, we designed theinitial questionnaire consisting of 35 questions in 8 different dimensions. For the validity ofthe instrument, face validity and content validity were used. For checking the reliability, theinternal consistency (Cronbach’s Alpha) and test-retest (Intraclass Correlation Coefficient)methods were used. All statistical analyses were performed using SPSS-v24 software. Using a panel of 15 experts to evaluate the content validity of the instrument, wefound that the optimal value of content validity ratio (CVR) and content validity index (CVI)were 0.49 and 0.79, respectively. Finally, 30 questions in the form of 7 dimensions were kept.Also, the reliability of the instrument was confirmed with Alpha=0.88 and ICC=0.85. This study provided a suitable and reliable instrument in Persian to investigatethe internal marketing status of health care centers that can be used by researchers.