Cancer patient service experience and satisfaction

Abstract

Purpose: This aim of this research is to validate cancer patient services experience phenomenon using confirmatory factor analysis (CFA). This study examines the impact of patient services experience dimensions on customer satisfaction.Design/methodology/approach: A cross-sectional research design was laid down for this study. Respondents responses were obtained on Five point Likert scale (1 = strongly disagree to 5 = strongly agree) using mall-intercept (hospital-intercept) method. The best cancer hospitals of Delhi and NCR of Delhi were chosen from ‘THE WEEK-Nielsen best hospitals survey 2013’ for the purpose of data collection using convenient sampling technique. Exploratory factor analysis, CFA, and structural modelling were considered to validate and to test model fit.Findings: Authors extracted five factors of customer service experience from literature. Cancer patient service experience is defined as a second-order construct, which represents service environment experience, emotive experience, behavioural experience, comfort experience, and social experience. It was found that cancer patient service experience positively influences customer satisfaction. All literature driven models such as first order, second order, and structure model were empirically tested and found fit.Originality/value: The study examined cancer patient service experience phenomenon using CFA and its impact on customer satisfaction, which is the first time in Indian and this is the belief of authors. This research shall be very useful to hospital administrators.