Variable

Dimension

KMO

AVE

1

Independent variable Change management

cultural change

0.842

0.556

2

Technological change

0.823

0.541

3

Structural change

0.829

0.639

4

Tasks change

0.814

0.529

5

Incentive systems change

0.709

0.587

6

Dependent Variable quality of health service

Tangibles,

0.760

0.538

7

Reliability,

0.780

0.559

8

Responsiveness

0.801

0.689

9

Assurance

0.814

0.739

10

Empathy

0.864

0.679

11

Change Resistance Moderator

0.772

0.512