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A Study on the Effects of Risk and Uncertainty of Information on Service Quality Assessment with Focus on Cancer Patients’ Cases


  • Department of Health Administration, Namseoul University, Republic of Korea
  • Division of Business Administration, Graduate School, Ajou University, Republic of Korea


Background/Objectives: Even though the required service content or evaluation would be different depending on the circumstances such as the level of risk of cancer, the degree of uncertainty in the information during the treatment stage, etc., hospitals tend to provide a uniform service. Purpose of the research is to suggest an effective healthcare service model for each context. Methods/Statistical Analysis: Survey and the corresponding analysis were carried out on 286 cancer patients at cancer centers of the 7 university hospitals nationwide in Korea for 17 service-related questions. Collected data were analyzed to identify the service elements demanded by patients and their satisfaction level under the circumstance in which their risk and information were uncertain owing to changing stages of the disease and their treatments. Findings: Patients’ circumstances are categorized into diagnostic stage, low-risk treatment stage, high-risk treatment stage, and stabilized stage depending on the level of risk and the degree of uncertainty in the information during the treatment stage. There is no meaningful difference in the level of importance for the service factors, but meaningful difference exists in the level of satisfaction. The importance and satisfaction with service factors were ranked depending on the patient’s situation. Service factors are derived for each area of management; areas of reinforcement, core improvement, maintenance and gradual improvement. Healthcare service model is suggested for each context and each management area of the cancer patients. Improvements/Application: It appears that there are few similar researches about service factors in accordance with changes in cancer patients’ complex situations. In other areas, suggesting issues related to the services under complex situations through a model by each management area would be greatly helpful to the hospital management.


Medical Service Factors, Service Quality Assessment, Situational Service Model

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