nach oben

International Review on Public and Nonprofit Marketing

Erschienen in:

01.09.2018 | Original Article

Antecedents of oncological patient satisfaction: a study conducted at the Brazilian National Cancer Institute

verfasst von: Eduardo Dias Coutinho, Paulo Roberto da Costa Vieira

Erschienen in: International Review on Public and Nonprofit Marketing | Ausgabe 3/2018

Einloggen

Aktivieren Sie unsere intelligente Suche, um passende Fachinhalte oder Patente zu finden.

search-config

KI-gestützte Suche

Aus

Abstract

The present study was inspired by the model formulated by Coutinho (2018) and had the objective of estimating the satisfaction of oncological outpatients with the service rendered by José Alencar Gomes da Silva National Cancer Institute (INCA), part of the Brazilian National Health Service. For that purpose, we employed a quantitative approach with explanatory focus. The data were collected by a structured questionnaire, applied to a sample of 434 INCA outpatients. The data were treated with structural equation modeling (SEM) based on partial least squares (PLS). The results indicate that the corporate image of INCA is the main factor positively influencing patients’ satisfaction, with other positive factors being the quality of the medical service and quality of the installations. These findings are socially relevant, since other research has demonstrated that patients’ satisfaction produces psychological effects that strengthen the body’s defense and increase their motivation and discipline to follow the treatment regimen, which can contribute to their recovery.

Vorheriger Artikel Increasing charitable donation intentions with preliminary importance ratings

Nächster Artikel Correction to: Student’s trust in the university: analyzing differences between public and private higher education institutions in Brazil

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

über 102.000 Bücher
über 537 Zeitschriften

aus folgenden Fachgebieten:

Automobil + Motoren
Bauwesen + Immobilien
Business IT + Informatik
Elektrotechnik + Elektronik
Energie + Nachhaltigkeit
Finance + Banking
Management + Führung
Marketing + Vertrieb
Maschinenbau + Werkstoffe
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

über 67.000 Bücher
über 340 Zeitschriften

aus folgenden Fachgebieten:

Bauwesen + Immobilien
Business IT + Informatik
Finance + Banking
Management + Führung
Marketing + Vertrieb
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Ahmed, S., Tarique, K. M., & Arif, I. (2017). Service quality, patient satisfaction and loyalty in the Bangladesh healthcare sector. International Journal of Health Care Quality Assurance, 30(5), 477–488. https://doi.org/10.1108/IJHCQA-01-2017-0004.CrossRef

Alves, M. O., Magalhães, S. C. M., & Coelho, B. A. (2017). A regionalização da saúde e a assistência aos usuários com câncer de mama. Saúde e Sociedade, 26(1), 141–157. https://doi.org/10.1590/s0104-12902017160663.CrossRef

Andreassen, T. W., & Lindestad, B. (1998). Customer loyalty and complex services – The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise. International Journal of Service Industry Management, 9(1), 7–23. https://doi.org/10.1108/09564239810199923. CrossRef

Boakye, K. G., Blankson, C., Prybutok, V. R., & Qin, H. (2017). An assessment of national healthcare service delivery: A Ghanaian illustration. International Journal of Quality & Reliability Management, 34(5), 649–666. https://doi.org/10.1108/IJQRM-12-2014-0200.CrossRef

Choi, Y. J., & Ra, H. J. (2016). Patient satisfaction after Total knee arthroplasty. Knee Surgery & Related Research, 28(1), 1–15. https://doi.org/10.5792/ksrr.2016.28.1.1.CrossRef

Cohen, J. (1988). Statistical power analysis for the behavioral sciences. New York: Psychology Press.

Coutinho, E. D. (2018). Influência da Qualidade de Serviço e da Imagem Corporativa sobre a Satisfação de Paciente do INCA: Um Estudo com Modelagem de Equações Estruturais (Master’s Thesis, Estácio de Sá University, Rio de Janeiro, Brazil). Retrieved from http://docs.wixstatic.com/ugd/3ed9c6_2c9e20fa1d034a6299cb411d4035d442.pdf.

Dang, B. N., Westbrook, R. A., Hartman, C. M., & Giordano, T. P. (2016). Retaining HIV patient in care: The role of initial patient care experiences. AIDS and Behavior, 20(10), 2477–2487. https://doi.org/10.1007/s10461-016-1340-y.CrossRef

De Jager, G. A. (2016). Patient Satisfaction and Treatment Adherence of Stable HIV Infected Patients (Master’s thesis, Stellenbosch University, Stellenbosch, south Africa). Retrieved from http://scholar.sun.ac.za/bitstream/handle/10019.1/98600/dejager_patient_2016.pdf?sequence=2&isAllowed=y.

Deshwal, P., & Bhuyan, P. (2016). Cancer patient service experience and satisfaction. International Journal of Healthcare Management, 11, 88–95. https://doi.org/10.1080/20479700.2016.1238601.CrossRef

Durrah, O., Allil, K., & Kahwaji, A. (2015). Impact of service quality dimensions on hospital image: The mediating role of patient satisfactions. International Journal of Applied Business and Economic Research, 13(9), 6937–6951.

Eckert, C. (2017). Corporate reputation and reputation risk: Definition and measurement from a (risk) management perspective. The journal of risk finance, 18(2), 145–158. https://doi.org/10.1108/JRF-06-2016-0075.CrossRef

Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. https://doi.org/10.2307/3151312.CrossRef

Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36–44. https://doi.org/10.1108/EUM0000000004784.CrossRef

Grönroos, C. (1988). New competition in the service economy: The five rules of service. International Journal of Operations & Production Management, 8(3), 9–19. https://doi.org/10.1108/eb054821.CrossRef

Gupta, D., Rodeghier, M., & Lis, C. G. (2013). Patient satisfaction with service quality in an oncology setting: Implications for prognosis in non-small cell lung cancer. International Journal for Quality in Health Care, 25(6), 696–703. https://doi.org/10.1093/intqhc/mzt070.CrossRef

Hair, J. F., Sarstedt, M., Ringle, C. M., & Gudergan, S. P. (2017). Advanced issues in partial least squares structural equation modeling. Thousand Oaks: Sage Publication.

Henseler, J. (2018). Partial least squares path modeling: Quo vadis? Quality and Quantity, 52(1), 1–8. https://doi.org/10.1007/s11135-018-0689-6.CrossRef

Henseler, J., Hubona, G., & Ray, P. A. (2016). Using PLS path modeling in new technology research: Updated guidelines. Industrial Management & Data Systems, 116(1), 2–20. https://doi.org/10.1108/IMDS-09-2015-0382.CrossRef

INCA. (2017). Estimativa 2018: incidência de câncer no Brasil. Retrieved from http://www.inca.gov.br/estimativa/2018/estimativa-2018.pdf.

INCA. (2018a). Atlas On-line de Mortalidade. Retrieved from. http://www1.inca.gov.br/inca/Arquivos/Livro_ABC_4ed_4a_prova.pdf. Accesed 12 May 2018.

INCA. (2018b). Instituto Nacional de Câncer José Alencar Gomes da Silva. Retrieved from http://www2.inca.gov.br/wps/wcm/connect/acoes_programas/site/home.

INCA. (2018c). Instituto Nacional de Câncer José Alencar Gomes da Silva. Retrieved from http://www2.inca.gov.br/wps/wcm/connect/sobreinca/site/oinstituto.

Jalil, A., Zakar, R., Zakar, M. Z., & Fischer, F. (2017). Patient satisfaction with doctor patient interactions: A mixed methods study among diabetes mellitus patients in Pakistan. BCB Health Services Research, 17(1), 1–13. https://doi.org/10.1186/s12913-017-2094-6. CrossRef

Juhana, D., Manik, E., Febrinella, C., & Sidharta, I. (2015). Empirical study on patient satisfaction and patient loyalty on public hospital in Bandung, Indonesia. International Journal of Applied Business and Economic Research, 13(6), 4305–4326.

Kauppinen-Räisänen, H., & Grönroos, C. (2015). Are service marketing models really used in modern practice? Journal of Service Management, 26(3), 346–371. https://doi.org/10.1108/JOSM-06-2014-0164.CrossRef

Lubis, A. N., Lumbanraja, P., Lubis, R. R., & Hasibuan, B. K. (2017). A study of service quality, corporate social responsibility, hospital image, and hospital value creation in Medan. European Research Studies Journal, 20(4), 125–133.

Martineau, P. (1958). Sharper focus for the corporate image. Harvard Business Review, 36(1), 47–55.

Nezenega, Z. S., Gacho, Y. H. M., & Tafere, T. E. (2013). Patient satisfaction on tuberculosis treatment service and adherence to treatment in public health facilities of Sidama zone, South Ethiopia. BCB Health Services Research, 13(1), 1–8. https://doi.org/10.1186/1472-6963-13-110. CrossRef

Padmanabhan, R., Meskin, N., & Haddad, W. M. (2017). Reinforcement learning-based control of drug dosing for cancer chemotherapy treatment. Mathematical Biosciences, 293, 11–20. https://doi.org/10.1016/j.mbs.2017.08.004.CrossRef

Qin, H., Prybutok, V. R., Peak, D. A., & Boakye, K. G. (2014). UCPERF: An urgent care patient satisfaction instrument. Quality Management Journal, 21(3), 11–25.CrossRef

Rahman, M. S., Mannan, M., Hossain, M. A., & Zaman, M. H. (2018). Patient’s behavioral intention: Public and private hospitals context. Marketing Intelligence & Planning, 36(3), 349–364. https://doi.org/10.1108/MIP-08-2017-0155.CrossRef

Rizzotto, M. L. F., & Campos, G. W. S. (2016). The World Bank and the Brazilian National Health System in the beginning of the 21st century. Saúde e Sociedade, 25(2), 263–276. https://doi.org/10.1590/S0104-12902016150960.CrossRef

Şener, H. Y. (2014). Improving patient satisfaction in health services: An application at Dumlupinar University Kutahya Evliya Celebi Education & Research Hospital. European Journal of Business and Management, 6(30), 172–181.

Shafiq, M., Naeem, M. A., Munawar, Z., & Fatima, I. (2017). Service quality assessment of hospitals in Asian context: An empirical evidence from Pakistan. INQUIRY: The Journal of Health Care, 54, 1–12. https://doi.org/10.1177/0046958017714664.CrossRef

Sibarani, T., & Riani, A. L. (2017). The effect of health service quality and brand image on patients loyalty, with patients satisfaction as mediating variable (a study in VIP Ward of prof. Dr. R. Soeharso Ortopedics Hospital in Surakarta). Sebelas Maret Business Review, 2(1), 25–46.CrossRef

Sumaedi, S., Bakti, I. G. M. Y., Rakhmawati, T., Astrini, N. J., Widianti, T., & Yarmen, M. (2016). Indonesian public healthcare service institution’s patient satisfaction barometer (IPHSI-PSB): A new public healthcare patient satisfaction index. International Journal of Productivity and Performance Management, 65(1), 25–41. https://doi.org/10.1108/IJPPM-07-2014-0112.CrossRef

Tran, M. A., Nguyen, B., Melewar, T. C., & Bodoh, J. (2015). Exploring the corporate image formation process. Qualitative Market Research: An International Journal, 18(1), 86–114. https://doi.org/10.1108/QMR-05-2014-0046. CrossRef

Titel: Antecedents of oncological patient satisfaction: a study conducted at the Brazilian National Cancer Institute
verfasst von: Eduardo Dias Coutinho
Paulo Roberto da Costa Vieira
Publikationsdatum: 01.09.2018
Verlag: Springer Berlin Heidelberg
Erschienen in: International Review on Public and Nonprofit Marketing / Ausgabe 3/2018
Print ISSN: 1865-1984
Elektronische ISSN: 1865-1992
DOI: https://doi.org/10.1007/s12208-018-0207-5

Springer Professional

Abstract

Bitte loggen Sie sich ein, um Zugang zu Ihrer Lizenz zu erhalten.

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Springer Professional "Wirtschaft"

Weitere Artikel der Ausgabe 3/2018

The impact of strategic vs. tactical cause-related marketing on switching intention

Correction to: Student’s trust in the university: analyzing differences between public and private higher education institutions in Brazil

Fostering organizational change through co-production. Insights from an Italian experience

Increasing charitable donation intentions with preliminary importance ratings

Exploring the communication effects of message framing of smoking cessation advertising on smokers’ mental processes

Decision-making processes for purchases of ethical products: gaps between academic research and needs of marketing practitioners