Total views : 257
A Study on the Effects of Risk and Uncertainty of Information on Service Quality Assessment with Focus on Cancer Patients’ Cases
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
- Peter GM , Linda E, Swayne W, Duncan J. Strategic management of health care organizations. 4th ed. Part 1 Chapter 3. Blackwell Publishing; 2002. p. 92–136.
- Lyngkhoi R, Brindha G. A Study on Patient Satisfaction of Outpatient Department. Indian Journal of Science and Technology. 2015; 8(32):1–5.
- Clayton CM, Grossman JH, Hwang J. The innovator’s prescription: A disruptive solution for health care. 2010; 4(1):164–201.
- Parasuraman A, Leonard L, Berry B, Valarie A, Zeithaml Z. Understanding customer expectations of service. MIT Sloan Management Review. 1991; 32(3):39–48.
- Peter TC, Tellefsen C, Espindle D, Getter C, Hsu M.Psychometric validation of the cancer therapy satisfaction questionnaire. Value in Health. 2008; 11(4):669–79.
- Kim S. Service business management. Chapter 5. Publishing Cheongam; 2007. p. 157–98.
- Liu JJ, Bellamy GR, Cormick MM. Patient bypass behavior and critical access hospitals: Implications for patient retention.J. of Rural Health. 2007; 23(1):17–24.
- Parasuraman A. Superior customer service and marketing excellence: Two sides of the same success coin. Vikalpa: The Journal for Decision Makers. 2000; 25(3):3–12.
- James FA, Mona J. Fitzsimmons F. Service Management: Operations, strategy, information technology. 5th ed.Korea: McGraw-Hill; 2006. p. 147–52.
- Nitin S, Deshmukh SG, Vrat PP. Service quality models: A review. International Journal of Quality and Reliability Management Emerald Group Publishing Limited. 2005; 22(9):913–49.
- Stages of Cancer Progression. National Cancer Information Center. Available from: http://www.cancer.go.kr
- YounInhee, Kim S. Analysis of service factors in relation to disease and treatment stages of cancer patients. Korean Journal of Hospital Management. 2012; 17(4):133–66.
- Glenn BS, Audie A, Atienza A, Ruben E, Perczek P, Thomas M, DiLorenzo D, Abby C, King K. Intervention-related cognitive versus social mediators of exercise adherence in the elderly. American Journal of Preventive Medicine. 2002; 23(2):80–6.
- Ben-Sira Z. The function of the professional’s affective behavior in client satisfaction: A revised approach to social interaction theory. Journal of Health and Social Behavior.1976; 17(1):3–11.
- Terzic-Supic Z. Institute for strategic management of hospital, Hospital Management. Sinkwang Publisher; 2003. p.371–4.
- There are currently no refbacks.
This work is licensed under a Creative Commons Attribution 3.0 License.