PERCEIVED SERVICE QUALITY, TRUST, AND PATIENT SATISFACTION INFLUENCE BEHAVIORAL INTENTION OF CANCER PATIENT IN LIUZHOU, CHINA

Guixi Lu, Chaithanaskorn Phawitpiriyakliti, Sid Terason

ABSTRACT:

Cancer is a serious and chronic disease in which patients require complex medical care and treatment. High-quality medical services and harmonious doctor-patient relationships are essential and positive for improving patients' behavioral intentions and treatment outcomes. Using relevant theories and a mixed quantitative and qualitative research approach, this study aimed to investigate the mechanisms of perceived service quality, trust and patient satisfaction on behavioral intentions of cancer patients. The findings show that perceived service quality, trust and satisfaction have a positive effect on cancer patients' behavioral intentions, while perceived service quality and trust mediate the behavioral intentions of cancer patients through satisfaction. The results of this study help healthcare providers and healthcare workers to better understand patients' needs and expectations in order to provide higher quality services and treatment options that will improve patient outcomes and quality of life. The contribution of this study is to improve the understanding of the formation mechanism of behavioral intention of cancer patients, and to provide theoretical support for health care workers to enhance the innovative management of hospitals, improve the quality of medical services, and increase the behavioral intention of patients to participate in treatment.

KEYWORDS: Perceived service quality, trust, patient satisfaction, behavioral intention

DOI: 10.62788/Rr879lN

PUBLISHED IN: ICCMETS Conference Proceedings 2023

DATE OF CONFERENCE: July 25 - 27, 2023

CONFERENCE LOCATION: Osaka, Japan

PUBLISHER: EDUCATION STUDIO (THAILAND) CO., LTD.

ELECTRONIC ISBN: 978-616-7901-69-5

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