How the factors of hospital choice of cancer patients affect customer satisfaction

Abstract

This research analyzed the effect that the factors of hospital choice of cancer patients have on customer satisfaction. For this study, a survey was conducted on 450 cancer patients who used hospitals in regional and Seoul metropolitan area from July, 1st to July 30th of 2014. The results of this study are as follows. First, this research points out that human factors of the medical staff have the greatest influence on customer satisfaction for cancer patients such as the medical team’s competence, friendliness, and detailed explanation. Second, the analysis indicates that physical factors also have positive influence on customer satisfaction such as latest medical equipment and hospital environment. Third, the data shows that the accessibility of the hospital does not have much effect on customer satisfaction for cancer patients. This research demonstrates that the satisfaction rate of most critically-ill patients is directly linked to the two main elements: human factors—medical team’s competence, detailed explanation, and friendliness; and physical factors—latest medical equipment, pleasant environment, and convenient facilities.