The Nexus of Cancer Patient Experiential Satisfaction on the Intention to Recommend

Authors

DOI:

https://doi.org/10.15294/kemas.v20i3.3405

Abstract

This research aims to test and analyze the relationship of antecedents of patient experience measured by the CPEQ (The Cancer Patient Experience Questionnaire) instrument which consists of service by ward nurse, service by specialist, service by ward doctor, information, and hospital staff coordination. Further its impact on the intention to recommend the respective private hospital. This research was accomplished with a quantitative survey and using a cross-sectional approach. Respondents were taken by purposive sampling who had been treated at a private special cancer hospital in Jakarta. A total of 192 respondents met the requirements and were analyzed using PLS-SEM. The results showed that the six antecedents have a significant and positive relationship with cancer patient experiential satisfaction and encouraging patient intention to recommend the hospital. The strongest relation was found in the service by specialist doctors followed by hospital standards, service by nurse wards, and information. The findings in this study establish the positive relation between cancer experiential satisfaction and the intention to recommend the hospital.

Author Biographies

  • Eko Ivan Harjono, Pelita Harapan University

    Eko Ivan Harjono pursued his master of hospital administration degree at the 
    Graduate School of Management, Pelita Harapan University. He got his Doctor of Medicine 
    (MD) from tarumanagara University of Indonesia in 2011. Currently, he is the resident medical officer coordinator at Siloam Semanggi Hospital. He can be contacted at email: [email protected]

  • Ferdi Antonio, Pelita Harapan University

    Ferdi Antonio completed his medical education at Sriwijaya University Palembang; he has two master's degrees in general management and hospital administration. He completed his doctoral education in service management in 2014. Currently, apart from being a consultant in management, he is also active as a lecturer and supervisor in the postgraduate program at Pelita Harapan University. His research is related to health and hospital management, as well as marketing. Currently, quite a lot of his research has been published in Scopus-indexed international journals with a Scopus H-index of 4 (with 24 documents)  He can be contacted at email: [email protected]

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Published

2025-03-25

Article ID

3405

Issue

Vol. 20 No. 3 (2025)

Section

Articles

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